What you can rely on
Service-level commitments for AITHEOR Cloud. The full SLA, with service-credit terms, is part of your order form, request it.
| Plan | Uptime target | Sev-1 response | Sev-2 response | Coverage |
|---|---|---|---|---|
| Team | 99.5% | 1 business day | 2 business days | Business hours |
| Enterprise | 99.9% | 1 hour (24×7) | 4 hours | 24×7 for Sev-1 |
Uptime
- • Measured monthly, excluding scheduled maintenance
- • Maintenance announced ≥72h ahead in the off-peak window
- • Service credits for missed targets on Enterprise
Support response
- • Severity-based first-response targets (see table)
- • Sev-1 = production down or security incident
- • Named contact + escalation path for Enterprise
Incident communication
- • Status page for live incident updates
- • Proactive notice for Sev-1 affecting your tenant
- • Post-incident review on request
Self-hosted
- • You operate the stack, so uptime is yours to set
- • We provide support, patches and a hardening guide
- • Optional managed-support contracts available