Service Level Agreement (SLA)
Last Updated: December 6, 2025
1. Service Overview
This Service Level Agreement (SLA) defines the service levels, support commitments, and remedies for StableState AI Solutions consulting services. The SLA applies to all enterprise and standard tier engagements.
2. Service Availability Commitment
2.1 Uptime Guarantees
| Service Component | Uptime Target | Monthly Downtime |
|---|---|---|
| Website & Chat Widget | 99.5% | Max 3.6 hours/month |
| API Services (Standard Hours) | 99.0% | Max 7.2 hours/month |
| API Services (Enterprise) | 99.9% | Max 43 minutes/month |
2.2 Uptime Calculation
- Measured on a monthly basis
- Excludes scheduled maintenance (notified 48 hours in advance)
- Excludes client-side failures or misconfigurations
- Excludes third-party service failures (Azure, OpenAI)
- Downtime measured in 5-minute intervals
3. Support Response Times
3.1 Response SLA by Severity
| Severity | Definition | Response Time | Availability |
|---|---|---|---|
| Critical | Service completely down, major data loss | 1 hour | 24/7 |
| High | Significant functionality impaired | 4 hours | 24/7 |
| Medium | Minor functionality issues, workaround exists | 8 hours | Business hours |
| Low | Questions, enhancements, cosmetic issues | 2 business days | Business hours |
3.2 Business Hours
Monday - Friday, 9:00 AM - 5:00 PM Central Time (CT)
Critical issues receive 24/7 support. After-hours support available on request.
4. Performance Guarantees
4.1 Response Time
- Chat API: 95th percentile <2 seconds response time
- Website Load: 95th percentile <3 seconds from US regions
- API Endpoints: 99th percentile <1 second response time
4.2 Throughput
- Standard Tier: 100 concurrent connections
- Enterprise Tier: 1,000+ concurrent connections
- Burst Capacity: 150% of normal capacity for 5 minutes
5. Service Maintenance
5.1 Scheduled Maintenance
- Frequency: Maximum 2 times per month
- Duration: Maximum 2 hours per maintenance window
- Notice Period: Minimum 48 hours advance notice
- Window: Scheduled outside business hours when possible
5.2 Emergency Maintenance
- For critical security issues or system failures
- Notice provided as soon as possible
- Target resolution time: 4 hours
6. Data Backup & Recovery
6.1 Backup Schedule
- Frequency: Daily automated backups
- Retention: Minimum 7 days backup history
- Encryption: All backups encrypted at rest
- Testing: Monthly backup restoration tests
6.2 Recovery Time Objective (RTO)
- Standard Tier: 4 hours maximum
- Enterprise Tier: 1 hour maximum
6.3 Recovery Point Objective (RPO)
- All Tiers: 24 hours maximum (daily backups)
7. Service Credits
If StableState fails to meet SLA commitments, you may request a service credit:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.5% | 5% of monthly fees |
| 95.0% - 99.0% | 10% of monthly fees |
| 90.0% - 95.0% | 25% of monthly fees |
| Below 90.0% | 50% of monthly fees |
Credit Conditions:
- Credits must be requested within 30 days of incident
- Credits applied to next month's invoice
- Maximum total credits: 100% of monthly fees
- Credits are sole remedy for SLA breaches
8. Exceptions & Exclusions
SLA commitments do not apply to downtime caused by:
- Scheduled maintenance (48 hours notice provided)
- Emergency maintenance (critical security/system issues)
- Third-party service failures (Azure, OpenAI, etc.)
- Client-side failures or misconfigurations
- DDoS or security attacks (unless due to StableState negligence)
- Client API key compromise or abuse
- Force majeure events (natural disasters, wars, etc.)
9. Reporting & Monitoring
9.1 Status Page
Real-time system status available at: status.stablestateit.com
9.2 Monthly Reports
- Uptime statistics and trends
- Response time metrics
- Incidents and resolutions
- Service credit calculations
10. Escalation Procedures
10.1 Support Escalation
Level 1 (Initial Support): General inquiries, email support
Level 2 (Technical Support): Technical issues, debugging
Level 3 (Engineering): Complex issues, architecture review
Level 4 (Management): SLA breaches, escalations
10.2 Escalation Contacts
- Email: contact@stablestateit.com
- Critical Issues: 24-hour phone support available
- Management: contact@stablestateit.com
11. Service Modifications
StableState reserves the right to modify SLA terms with:
- 30 days written notice for customer impact changes
- Right to cancel without penalty during notice period
- No changes to current billing period without consent
12. SLA Limitations
The SLA:
- Does not guarantee AI response accuracy or quality
- Does not cover service defects caused by client misuse
- Does not apply to beta or experimental features
- Service credits are your sole remedy for SLA breaches
13. Contact & Questions
- Email: contact@stablestateit.com
- SLA Questions: contact@stablestateit.com
- Response Time: Within 24 hours