Last updated: March 20, 2026
This Service Level Agreement ("SLA") defines the performance and availability commitments that AI Edge 247, LLC ("we," "us") makes to AssistantAI subscribers ("you," "Client"). This SLA is incorporated into and subject to the Terms of Service.
We target 99.5% monthly uptime for the AssistantAI platform, measured as the percentage of total minutes in a calendar month during which the core Service (portal access, email classification, draft generation) is operational.
99.5% uptime allows for approximately 3 hours and 36 minutes of downtime per month. This accounts for infrastructure maintenance, deployments, and occasional issues inherent to cloud services.
Uptime is measured from our infrastructure monitoring systems, not from individual client connections.
| Metric | Target | Measured During |
|---|---|---|
| Email classification | Within 30 minutes of receipt | Business hours (Mon–Fri, 6am–8pm client local time) |
| AI draft generation | Within 60 minutes of classification | Business hours (Mon–Fri, 6am–8pm client local time) |
| Email sending (approved drafts) | Within 5 minutes of approval | 24/7 |
These are targets, not guarantees. Processing times may vary based on email volume, complexity, and the availability of upstream AI services. Outside of business hours, emails are queued and processed when the next business-hours cycle begins.
| Severity | Description | Response Target |
|---|---|---|
| Critical | Service is completely unavailable or emails are being sent without approval | Within 4 business hours |
| High | Major feature is broken (e.g., classification not working, portal inaccessible) | Within 8 business hours |
| Normal | Feature issue, incorrect classification, draft quality concern | Within 24 business hours |
| Low | Feature request, general question, cosmetic issue | Within 48 business hours |
Business hours are Monday through Friday, 7:00 AM to 6:00 PM Arizona Time (MST, no daylight saving). Support requests submitted outside business hours will be addressed during the next business day.
Report issues via:
This SLA does not apply to downtime or degraded performance caused by:
If platform uptime falls below 99.5% in a calendar month (excluding planned maintenance and excluded events listed above), affected clients on paid subscriptions may request a service credit:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.4% | 5% of monthly subscription fee |
| 95.0% – 98.9% | 10% of monthly subscription fee |
| Below 95.0% | 25% of monthly subscription fee |
To request a credit, email cal@aiedge247.com within 30 days of the affected month with the dates and times of service disruption. Credits are applied to the next billing cycle and do not result in cash refunds.
Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment.
This SLA does not apply during the free trial period. Trial users receive best-effort service without uptime commitments or credit eligibility. We will still make reasonable efforts to maintain service availability for trial users.
Enterprise tier subscribers ($25,000/month) may negotiate custom SLA terms, including higher uptime targets, dedicated support channels, and enhanced remedies. Contact cal@aiedge247.com to discuss enterprise SLA options.
We may update this SLA from time to time. Material changes will be communicated to active subscribers via email at least 30 days before taking effect. Changes will not retroactively affect credits owed for prior months.