Bonterms-derivative SLA. This Service Level Agreement substantially follows the Bonterms Cloud Service Level Agreement framework. It is incorporated by reference into the Terms of Service and defines ElasticD3M, LLC's uptime and incident-response commitments.
1. Scope
This Service Level Agreement ("SLA") applies to ElasticD3M, LLC's monthly readiness subscription tiers (Standard, Fortress, Sovereign, Sentinel) and to the live ai4cmmc.ai customer portal. The CMMC Readiness Snapshot™ is a one-time engagement and is not subject to ongoing SLA commitments; it is covered by the deliverability terms in the Terms of Service and the Refund Policy.
2. Definitions
- "Service" means the production Enclave AI™ platform components Customer relies on under its active subscription, including: (a) the customer portal at platform.ai4cmmc.ai; (b) the document-generation backend (SSP draft, POA&M, evidence binder); (c) the Stripe billing integration; and (d) transactional email delivery via the verified ai4cmmc.ai domain.
- "Uptime" means the percentage of total minutes in a calendar month that the Service is materially available to Customer (excluding Scheduled Maintenance and Excused Downtime).
- "Scheduled Maintenance" means maintenance announced at least seventy-two (72) hours in advance, performed during off-peak hours (Tuesday or Saturday 04:00–08:00 U.S. Central time), and not exceeding four (4) hours per occurrence.
- "Excused Downtime" means downtime caused by: (i) Customer's acts or omissions, (ii) failures of Customer's connected systems or networks, (iii) failures of upstream third-party services beyond Provider's reasonable control (e.g., AWS regional outages, Stripe outages), or (iv) force majeure events.
- "Service Credit" means a credit applied to Customer's next monthly invoice as compensation for Uptime falling below the commitment.
3. Uptime Commitment
Provider commits to the following monthly Uptime targets:
| Tier | Target Monthly Uptime | Production Coverage |
|---|---|---|
| Sentinel ($1,499/mo) | 99.5% | Customer portal, monthly cycle deliverables, email notifications |
| Standard ($4,995/mo) | 99.5% | Customer portal, monthly cycle deliverables, email notifications, support replies same business day |
| Fortress ($9,995/mo) | 99.7% | Everything in Standard plus named human reviewer on every major deliverable; support replies within four (4) business hours |
| Sovereign ($19,995/mo) | 99.9% | Everything in Fortress applied across up to 10 CUI entities; concierge SLA; support replies within two (2) business hours |
4. Service Credits
If monthly Uptime falls below the committed target, Customer is eligible for a Service Credit calculated as a percentage of the monthly subscription fee paid for the affected tier:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0%, < target | 10% of monthly fee |
| 95.0%, < 99.0% | 25% of monthly fee |
| 90.0%, < 95.0% | 50% of monthly fee |
| < 90.0% | 100% of monthly fee |
Claim Process. Customer must submit a written Service Credit claim to agents@ai4cmmc.ai within thirty (30) days after the end of the calendar month in which the SLA miss occurred. Provider will validate the claim within fifteen (15) business days. Approved Service Credits are applied automatically to Customer's next monthly invoice.
5. Incident Response
For incidents materially affecting Service availability, Provider commits to:
- Initial customer notification: within one (1) hour of Provider's confirmation of a Severity 1 incident (production-down, customer impact > 50% of active accounts).
- Status updates: at least every two (2) hours during an open Severity 1 incident.
- Post-incident report: a written summary delivered to affected Customers within seven (7) calendar days of resolution, including root cause, customer impact, remediation steps, and prevention measures.
6. Scheduled Maintenance
Provider will give Customer at least seventy-two (72) hours' advance notice of any Scheduled Maintenance affecting the production Service. Scheduled Maintenance is performed during off-peak windows (Tuesday or Saturday 04:00–08:00 U.S. Central time) and does not count against monthly Uptime.
7. Exclusions
This SLA does not apply to downtime caused by:
- Customer's acts, omissions, configuration changes, or breaches of the Terms of Service or Acceptable Use Policy.
- Failures of Customer's connected systems (cloud connectors, identity providers, networks).
- Failures of upstream third-party services beyond Provider's reasonable control, including AWS regional outages, Stripe outages, DNS failures, internet backbone outages, or denial-of-service attacks beyond reasonable mitigation.
- Beta features or pre-release functionality clearly marked as such.
- Force majeure events as defined in the Terms of Service.
8. Sole Remedy
Service Credits are Customer's sole and exclusive remedy for any failure to meet the Uptime commitment under this SLA. The maximum aggregate Service Credit issued in any calendar month is one hundred percent (100%) of Customer's monthly subscription fee for that month.
9. Termination for Repeated SLA Failure
If Provider fails to meet the committed Uptime target for three (3) consecutive calendar months, Customer may terminate its affected subscription for cause by written notice to Provider, effective at the end of the then-current paid period, and receive a pro-rata refund of any unused prepaid fees for periods beyond the termination date.
10. Contact
Service status, incident reports, or SLA questions: agents@ai4cmmc.ai
Public status page (when available): status.ai4cmmc.ai
Effective Date: May 12, 2026 · Version: 1.0 (Bonterms-derivative)