Service level agreement

Last updated: June 17, 2026

This Service Level Agreement ("SLA") applies to paid subscriptions of the Assenture service. It does not apply to free trials, beta features, or evaluation plans.

1. Uptime commitment

We will use commercially reasonable efforts to make the Service available at least 99.9% of the time in each calendar month, measured as "Monthly Uptime Percentage":

Monthly Uptime % = (Total Minutes in Month - Unavailable Minutes) / Total Minutes in Month

"Unavailable" means the production application returns HTTP 5xx errors for more than 5 consecutive minutes to a majority of users, as measured by our external monitoring.

2. Service credits

Credits are issued against future invoices, may not exceed 50% of the affected monthly fee, and are your sole and exclusive remedy for any failure to meet the SLA.

3. Exclusions

The SLA does not apply to unavailability caused by:

• Scheduled maintenance announced at least 48 hours in advance (we aim to keep this under 4 hours per month).
• Factors outside our reasonable control, including internet outages, force majeure events, and failures of upstream providers.
• Your actions or systems, including misconfiguration, exceeding rate limits, or use that violates the Terms.
• Beta or experimental features.

4. How to claim

To claim a service credit, email business@assenture.app within 30 days of the end of the affected month with your workspace ID, the dates and times of the unavailability, and a description of the impact. We will respond within 10 business days.

5. Support response targets

• Critical (Service unavailable): first response within 4 hours, 24/7.
• High (major feature broken): first response within 1 business day.
• Normal (questions, minor bugs): first response within 3 business days.