Legal
Service Level Agreement
Last updated April 25, 2026
1. Overview
This Service Level Agreement ("SLA") describes the standard support and service commitments offered by Aethon Core Inc. ("Aethon Core") for covered products and managed services.
This SLA applies only where an executed order form, statement of work, or managed services agreement says that the service is covered by this SLA. If a signed agreement includes different service levels, the signed agreement controls.
2. Support coverage
Standard support is provided Monday through Friday during normal business hours in the customer's primary supported region, excluding local holidays, unless a higher support tier is stated in the applicable order form.
Managed services, monitoring, and incident response may include 24/7/365 coverage where that coverage is specifically included in the purchased service tier.
3. Incident priority and response targets
| Priority | Typical example | Initial response | Status updates |
|---|---|---|---|
| P1 - Critical | Full outage, security incident, or major business disruption | 15 minutes | Every 30 minutes |
| P2 - High | Major feature impaired with serious operational impact | 1 hour | Every 2 hours |
| P3 - Medium | Important issue with workaround available | 4 business hours | Daily |
| P4 - Low | General request, minor issue, or planned change | 1 business day | As agreed |
Response time means the time until Aethon Core acknowledges the issue and begins work. It does not mean full resolution within that period.
4. Availability commitment
Unless a different figure is stated in a signed agreement, covered production platform services have a target monthly uptime of 99.9%. Some enterprise plans may include a 99.99% commitment where stated in the applicable order form.
Availability is measured monthly and excludes scheduled maintenance, emergency maintenance needed to protect the service, internet outages outside our control, customer-caused issues, force majeure events, and third-party failures outside Aethon Core's reasonable control.
5. Scheduled maintenance
We aim to provide at least 72 hours' notice for scheduled maintenance that is likely to affect production service. Emergency maintenance may be performed with shorter notice when needed to protect security, stability, or service integrity.
6. Customer responsibilities
To receive SLA support, the customer must:
- Maintain current contact and escalation information
- Provide reasonable cooperation and timely access when support is required
- Use the services in line with the agreement and the Acceptable Use Policy
- Promptly install customer-side fixes, patches, or configuration changes that are required for security or stability
7. Service credits
If a covered availability commitment is missed, the customer's sole remedy is a service credit unless a signed agreement says otherwise.
Standard credits are:
- 99.0% to below 99.9% uptime: 5% credit of the affected monthly recurring fee
- 95.0% to below 99.0% uptime: 10% credit of the affected monthly recurring fee
- Below 95.0% uptime: 15% credit of the affected monthly recurring fee
Credit requests must be submitted in writing within 30 days after the end of the affected month.
8. Changes to this SLA
We may update this SLA from time to time. Material changes will be posted on this page and, where required by contract, communicated to affected customers in advance.
9. Contact
Questions about this SLA can be sent to contact@aethoncore.com.