# SERVICE LEVEL AGREEMENT (SLA)
## Astermind Premium

**Last Updated: November 20, 2025**

This Service Level Agreement (“SLA”) describes the service levels, availability commitments, and support obligations for Astermind Premium services provided by **AsterMind AI 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.

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# 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  

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# 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  

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# 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  

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# 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  

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# 5. DATA BACKUP & RECOVERY

## 5.1 Backup Practices
Astermind Premium 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**.  

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# 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  

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# 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**.

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# 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  

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# 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  

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# 10. MODIFICATIONS

## 10.1 SLA Updates
We may update this SLA. Material changes will be communicated via:
- Email  
- In-product notifications  
- Website posting  

## 10.2 Continued Use
Continued use of the Services after modifications constitutes acceptance.

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# 11. CONTACT INFORMATION

**AsterMind AI Corporation**  
706 Scottingham Terrace  
North Chesterfield, VA 23236  
United States  

Support: support@astermind.ai  
Website: https://astermind.ai  
Status: https://status.astermind.ai  

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# 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.

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*Effective as of the date listed above.*