— SERVICE LEVEL AGREEMENT · v1.0 · EFFECTIVE MAY 1, 2026

Uptime + response time, in writing.

What we promise about availability and response. What we do when we miss. What credits look like, and what’s explicitly excluded. The contractual table is right at the top — no scrolling past marketing prose first.

[ TIER · STARTER ]

Self-serve P0

99.9% monthly · ~43 min downtime allowed
  • Email support · 1 business day
  • Status page · public, real-time
  • Credits · auto-applied
[ TIER · STANDARD ]

Business P1

99.95% monthly · ~22 min downtime allowed
  • Priority email + Slack Connect
  • 4-hour P0 incident response
  • Quarterly review call with founder
[ TIER · ENTERPRISE ]

Enterprise P2

99.99% monthly · ~4 min downtime allowed
  • Dedicated CSM · 24×7 phone
  • 1-hour P0 incident response
  • Custom credits per master agreement
— 02 / RESPONSE TIME

— HOW FAST WE’RE ON IT

Severity × tier = response time.

All times are measured from when an incident is logged via support, or detected by our monitoring (whichever first). “Response” means a real human responds with an acknowledgement and a working theory — not an auto-reply.

Severity
Starter (P0)
Business (P1)
Enterprise (P2)
SEV-1 service down
4 hours
1 hour
15 min
SEV-2 major degradation
1 business day
4 hours
1 hour
SEV-3 partial issue / workaround exists
2 business days
1 business day
4 hours
SEV-4 question / minor
2 business days
1 business day
1 business day
— 03 / SERVICE CREDITS

— WHAT YOU GET BACK WHEN WE MISS

Miss the SLA — we owe you.

Credits applied to the next month’s invoice automatically. No claim form, no “within 30 days of incident” gotcha. Our monitoring detects the breach; you get the credit.

Below 99.9%10%monthly salary credit
Below 99.5%25%monthly salary credit
Below 99.0%50%monthly salary credit
Below 95.0%100%+ contract exit, no fee

04What counts as downtime.

The Cyborg is “down” when any of the following is true for a period exceeding 60 seconds:

  • The Cyborg’s VM is unreachable from its assigned region.
  • The Cyborg cannot complete authorised actions due to an Aliens-side fault (auth service down, scheduler stuck, integration relay broken).
  • Inference-call success rate falls below 90% for the customer’s VM, where root cause is on Aliens’ side or its sub-processors.

Computed monthly: uptime % = 1 − (downtime_seconds / 30 days * 24 * 3600). Reported on the status page and visible in your dashboard.

05Exclusions.

Downtime caused by the following is excluded from SLA calculations:

  • Scheduled maintenance announced >48 hours in advance, capped at 4 hours/month, executed within an agreed window (default: Sundays 02:00–06:00 IST).
  • Customer-caused issues: revoked OAuth scopes, deleted source repositories, broken DNS, network blocks, exhausted budgets at upstream vendors.
  • Force majeure: natural disasters, war, civil unrest, government action, internet-backbone failures lasting >30 min.
  • Breaches by underlying foundation-model providers where Aliens has no operational control (we still publish post-mortems).
  • Beta or Early Access features explicitly marked as such in your dashboard or release notes.

06Support hours + channels.

Starter (P0): Email support@anilcyborg.com · replies within 1 business day, Mon–Fri 09:00–19:00 IST.

Business (P1): Above + Slack Connect channel with our on-call. Sev-1 covered 24×7. Quarterly call with the founder for product feedback.

Enterprise (P2): Above + dedicated CSM, named on-call rotation, 24×7 Sev-1 phone line. Direct line to the founder for board-meeting-grade questions.

07Status page + incident communication.

Public status page at status.anilcyborg.com. Major incidents (Sev-1, Sev-2 customer-impacting) get a public incident entry within 5 minutes of acknowledgement, updated every 15–30 min until resolved.

Post-mortems for all P0 / P1 incidents publish within 5 working days under the postmortem tag in /changelog. Honest, with timeline, root cause, fix, and prevention. No corp-speak.

08Liability + remedies.

Service credits are the customer’s sole and exclusive remedy under this SLA. Total credits in any month cannot exceed 100% of that month’s salary. Credits are applied to the next invoice; on contract end with unused credits, we issue a refund.

Persistent SLA breaches (3+ months in any rolling 12-month period below 99.0%) entitle the customer to terminate without notice and receive a refund of pre-paid amounts for unused months.

09Updates.

Material changes (lowering an SLA tier’s commitment, broadening exclusions, removing a credit band) trigger 60-day prior-notice email. Improvements (tightening commitments, adding bands) ship immediately and apply retroactively to the current billing month if benefit accrues.