Service Level Agreement
Last Updated: February 2026
Uptime Commitment
Chrysolite AI is committed to providing a reliable, high-performance platform. We guarantee 99.9% uptime for our services, measured monthly.
Uptime Guarantee
Max Monthly Downtime
System Monitoring
Service Availability
"Uptime" refers to the availability of the Chrysolite AI platform for access and use by authorized users. Downtime is calculated from the time we receive the first notification of an issue until the service is restored.
Scheduled Maintenance
Planned maintenance windows are excluded from uptime calculations and will be communicated at least 48 hours in advance.
Emergency Maintenance
Critical security patches may be applied without advance notice but will be completed as quickly as possible.
Support Response Times
Our support team is committed to responding quickly to your inquiries. Response times vary by plan tier and issue severity.
Critical Issues
Priority 1System down or major functionality unavailable affecting all users
Starter
4 hours
Professional
2 hours
Enterprise
1 hour
High Priority Issues
Priority 2Major feature unavailable or significant performance degradation
Starter
8 hours
Professional
4 hours
Enterprise
2 hours
Normal Priority Issues
Priority 3General questions, feature requests, or minor issues
Starter
24 hours
Professional
12 hours
Enterprise
4 hours
Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fees |
| 95.0% - 98.9% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Service credits must be requested within 30 days of the incident and are applied to future invoices only. Credits are the sole remedy for SLA violations.
Exclusions
This SLA does not apply to:
- Issues caused by factors outside our reasonable control
- Problems resulting from customer's equipment, software, or internet connection
- Scheduled maintenance performed with proper notice
- Downtime due to third-party service provider issues
- Issues caused by violation of the Terms of Service
- Beta features or services explicitly marked as non-production
Contact Us
Questions about our SLA or to request service credits: