@astermind/astermind-premium

# SERVICE LEVEL AGREEMENT (SLA) ## Astermind Premium **Last Updated: November 20, 2025** This Service Level Agreement (“SLA”) describes the service levels, availability commitments, and support obligations for Astermind Premium services provided by **AsterMind AI Corporation** (“AsterMind”, “we”, “us”, or “our”). This SLA is part of and subject to the **Terms of Service** and **End User License Agreement (EULA)**. If there is a conflict, the Terms of Service governs. --- # 1. SERVICE AVAILABILITY ## 1.1 Uptime Commitment - **Target Uptime:** 99.5% availability for all license validation and authentication services. - **Measurement Period:** Calendar month. - **Exclusive Remedy:** Service Credits (Section 1.3) are the **sole and exclusive remedy** for failure to meet uptime commitments. ## 1.2 Availability Calculation **Service Availability** `(Total Minutes – Downtime Minutes) / Total Minutes × 100%` **Downtime** is defined as: - All AsterMind-operated license validation endpoints returning **5xx errors** for **5 consecutive minutes**. **Exclusions:** - Scheduled maintenance - Emergency maintenance - Customer-side issues (firewalls, proxies, misconfiguration, system clock issues, security controls, offline environments) - Network issues outside AsterMind’s control - Third-party or cloud vendor outages - Force majeure events - Violations of the Terms of Service ## 1.3 Service Credits If uptime falls below the commitment: | Monthly Availability | Service Credit | |----------------------|----------------| | 99.0% – 99.4% | 10% of monthly fee | | 95.0% – 98.9% | 25% of monthly fee | | < 95.0% | 50% of monthly fee | **Credit Rules:** - Must be requested within **30 days** of the incident - Applied to next billing cycle - Credit cannot exceed **50%** of the monthly fee - Credits are **not refundable** and cannot be exchanged for cash --- # 2. SUPPORT RESPONSE TIMES ## 2.1 Subscription Tiers | Tier | Business Hours Response | After Hours Response | |------|--------------------------|----------------------| | Basic / Professional | 1 business day | 2 business days | | Enterprise | **4-hour initial response** during US Eastern Time business hours | **12 hours** | **Business Hours:** Monday–Friday, 9:00 AM–5:00 PM **US Eastern Time (ET)**, excluding holidays. ## 2.2 Support Channels - Email: **support@astermind.ai** - Documentation: https://docs.astermind.ai - License Portal: https://license.astermind.ai ## 2.3 Scope of Support Includes: - License issues - Installation help - Usage guidance - Documentation questions - Bug reports Excludes: - Custom integrations - Debugging customer code - Training/consulting - Issues caused by modifications to the SDK --- # 3. MAINTENANCE AND UPDATES ## 3.1 Scheduled Maintenance - 48-hour advance notice - Off-peak hours whenever possible - Expected duration: 2–4 hours, max 8 hours per month ## 3.2 Emergency Maintenance - May occur anytime - Addresses critical vulnerabilities or stability issues - Best-effort notice via email or status page ## 3.3 Updates & Patches - Released regularly - Backward compatibility **attempted but not guaranteed** - Breaking changes communicated in advance --- # 4. PERFORMANCE METRICS ## 4.1 License Validation Performance - **Target Response Time:** < 500ms - **Target Success Rate:** > 99.9% for valid keys - Measured as monthly averages ## 4.2 Overall Service Performance We strive for: - Low latency - High reliability - Stable multi-region performance --- # 5. DATA BACKUP & RECOVERY ## 5.1 Backup Practices Astermind Premium is an SDK that runs on your systems. We do **not** store: - Your application data - Your customer data We store only: - Account information (securely) - Billing data (Stripe) - Minimal license validation metadata (ephemeral) ## 5.2 Recovery Objectives (License Services) - **RTO:** 4 hours - **RPO:** 1 hour - **Disclaimer:** These are **targets, not guarantees**. --- # 6. SECURITY COMMITMENTS ## 6.1 Security Controls We implement: - Encryption in transit (TLS 1.2+) - Encryption at rest - Access control policies - Intrusion detection - Regular security audits ## 6.2 Security Incident Handling - Investigations start within **24 hours** - Notification provided as legally required - Remediation attempted as quickly as possible --- # 7. EXCLUSIONS & LIMITATIONS ## 7.1 Excluded Services This SLA does **not** apply to: - Beta, preview, or experimental features - Free services - Third-party software or integrations - Services used in violation of the Terms of Service ## 7.2 Customer Responsibility We are not responsible for issues caused by: - Firewalls, VPNs, proxies, packet inspection - System clock drift or host misconfiguration - Offline, air‑gapped, or restricted environments - Security controls that block license requests - Unapproved modifications to the SDK ## 7.3 Limitation of Liability Nothing in this SLA modifies or increases the liability limitations in the **Terms of Service** or **EULA**. --- # 8. MONITORING & REPORTING ## 8.1 Status Page Status (if available): https://status.astermind.ai Provides: - Live incident updates - Maintenance announcements - Historical uptime data ## 8.2 Incident Reporting - Incident reports available upon request - Root cause analysis provided for major incidents --- # 9. SERVICE CREDIT REQUESTS ## 9.1 How to Request Credits Email **support@astermind.ai** within 30 days of the incident. Include: - Account email - Date/time of outage - Description of impact - Any logs or evidence ## 9.2 Decision Process - Reviewed within **10 business days** - Credits applied if the incident qualifies --- # 10. MODIFICATIONS ## 10.1 SLA Updates We may update this SLA. Material changes will be communicated via: - Email - In-product notifications - Website posting ## 10.2 Continued Use Continued use of the Services after modifications constitutes acceptance. --- # 11. CONTACT INFORMATION **AsterMind AI Corporation** 706 Scottingham Terrace North Chesterfield, VA 23236 United States Support: support@astermind.ai Website: https://astermind.ai Status: https://status.astermind.ai --- # ACKNOWLEDGMENT By using the Services, you acknowledge that you have read, understood, and agreed to this SLA. Service credits are the **sole and exclusive remedy** for any failure to meet service commitments. --- *Effective as of the date listed above.*