SERVICE LEVEL AGREEMENT (SLA)
AsterMind-ELM
Last Updated: November 20, 2025
This Service Level Agreement ("SLA") describes the service levels, availability commitments, and support obligations for AsterMind-ELM services provided by AsterMindAI Corporation ("AsterMind", "we", "us", or "our").
This SLA is part of and subject to the Terms of Service and End User License Agreement (EULA).
If there is a conflict, the Terms of Service governs.
1. SERVICE AVAILABILITY
1.1 Uptime Commitment
- Target Uptime: 99.5% availability for all license validation and authentication services.
- Measurement Period: Calendar month.
- Exclusive Remedy: Service Credits (Section 1.3) are the sole and exclusive remedy for failure to meet uptime commitments.
1.2 Availability Calculation
Service Availability
(Total Minutes – Downtime Minutes) / Total Minutes × 100%Downtime is defined as:
- All AsterMind-operated license validation endpoints returning 5xx errors for 5 consecutive minutes.
Exclusions:
- Scheduled maintenance
- Emergency maintenance
- Customer-side issues (firewalls, proxies, misconfiguration, system clock issues, security controls, offline environments)
- Network issues outside AsterMind's control
- Third-party or cloud vendor outages
- Force majeure events
- Violations of the Terms of Service
1.3 Service Credits
If uptime falls below the commitment:
| Monthly Availability | Service Credit |
|---|---|
| 99.0% – 99.4% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credit Rules:
- Must be requested within 30 days of the incident
- Applied to next billing cycle
- Credit cannot exceed 50% of the monthly fee
- Credits are not refundable and cannot be exchanged for cash
2. SUPPORT RESPONSE TIMES
2.1 Subscription Tiers
| Tier | Business Hours Response | After Hours Response |
|---|---|---|
| Basic / Professional | 1 business day | 2 business days |
| Enterprise | 4-hour initial response during US Eastern Time business hours | 12 hours |
Business Hours: Monday–Friday, 9:00 AM–5:00 PM US Eastern Time (ET), excluding holidays.
2.2 Support Channels
- Email: support@astermind.ai
- Documentation: https://docs.astermind.ai
- License Portal: https://license.astermind.ai
2.3 Scope of Support
Includes:
- License issues
- Installation help
- Usage guidance
- Documentation questions
- Bug reports
Excludes:
- Custom integrations
- Debugging customer code
- Training/consulting
- Issues caused by modifications to the SDK
3. MAINTENANCE AND UPDATES
3.1 Scheduled Maintenance
- 48-hour advance notice
- Off-peak hours whenever possible
- Expected duration: 2–4 hours, max 8 hours per month
3.2 Emergency Maintenance
- May occur anytime
- Addresses critical vulnerabilities or stability issues
- Best-effort notice via email or status page
3.3 Updates & Patches
- Released regularly
- Backward compatibility attempted but not guaranteed
- Breaking changes communicated in advance
4. PERFORMANCE METRICS
4.1 License Validation Performance
- Target Response Time: < 500ms
- Target Success Rate: > 99.9% for valid keys
- Measured as monthly averages
4.2 Overall Service Performance
We strive for:
- Low latency
- High reliability
- Stable multi-region performance
5. DATA BACKUP & RECOVERY
5.1 Backup Practices
AsterMind-ELM is an SDK that runs on your systems.
We do not store:
- Your application data
- Your customer data
We store only:
- Account information (securely)
- Billing data (Stripe)
- Minimal license validation metadata (ephemeral)
5.2 Recovery Objectives (License Services)
- RTO: 4 hours
- RPO: 1 hour
- Disclaimer: These are targets, not guarantees.
6. SECURITY COMMITMENTS
6.1 Security Controls
We implement:
- Encryption in transit (TLS 1.2+)
- Encryption at rest
- Access control policies
- Intrusion detection
- Regular security audits
6.2 Security Incident Handling
- Investigations start within 24 hours
- Notification provided as legally required
- Remediation attempted as quickly as possible
7. EXCLUSIONS & LIMITATIONS
7.1 Excluded Services
This SLA does not apply to:
- Beta, preview, or experimental features
- Free services
- Third-party software or integrations
- Services used in violation of the Terms of Service
7.2 Customer Responsibility
We are not responsible for issues caused by:
- Firewalls, VPNs, proxies, packet inspection
- System clock drift or host misconfiguration
- Offline, air‑gapped, or restricted environments
- Security controls that block license requests
- Unapproved modifications to the SDK
7.3 Limitation of Liability
Nothing in this SLA modifies or increases the liability limitations in the Terms of Service or EULA.
8. MONITORING & REPORTING
8.1 Status Page
Status (if available):
https://status.astermind.ai
Provides:
- Live incident updates
- Maintenance announcements
- Historical uptime data
8.2 Incident Reporting
- Incident reports available upon request
- Root cause analysis provided for major incidents
9. SERVICE CREDIT REQUESTS
9.1 How to Request Credits
Email support@astermind.ai within 30 days of the incident.
Include:
- Account email
- Date/time of outage
- Description of impact
- Any logs or evidence
9.2 Decision Process
- Reviewed within 10 business days
- Credits applied if the incident qualifies
10. MODIFICATIONS
10.1 SLA Updates
We may update this SLA. Material changes will be communicated via:
- In-product notifications
- Website posting
10.2 Continued Use
Continued use of the Services after modifications constitutes acceptance.
11. CONTACT INFORMATION
AsterMindAI Corporation
706 Scottingham Terrace
North Chesterfield, VA 23236
United States
Support: support@astermind.ai
Website: https://astermind.ai
Status: https://status.astermind.ai
ACKNOWLEDGMENT
By using the Services, you acknowledge that you have read, understood, and agreed to this SLA.
Service credits are the sole and exclusive remedy for any failure to meet service commitments.
Effective as of the date listed above.