1. Overview
This Service Level Agreement ("SLA") is a policy governing the use of Assisters Developer Platform APIs ("Service") under the terms of the Assisters Terms of Service (the "Terms") betweenAssisters, LLC ("Assisters," "we," or "us") and users of the Assisters Enterprise API Plan ("Customer," "you," or "your").
This SLA applies only to the Enterprise Plan and does not apply to Free or Developer tier API access.
2. Service Commitment
Monthly Uptime Guarantee
Assisters commits to provide the Service with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle.
3. Service Credits
If Assisters fails to meet the Service Commitment, you may be eligible for Service Credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.5% - 99.9% | 10% of monthly fee |
| 99.0% - 99.5% | 25% of monthly fee |
| 95.0% - 99.0% | 50% of monthly fee |
| Below 95.0% | 100% of monthly fee |
4. API Response Time
We target the following response times for API requests (excluding model inference time):
<100ms
P50 Latency
<500ms
P95 Latency
<1000ms
P99 Latency
Note: Model inference time varies by model and is not included in these targets. First-token latency for chat models is typically 100-500ms depending on the model.
5. Support Response Times
Enterprise subscribers are entitled to dedicated support with guaranteed response times:
Service completely unavailable
4 hours
Major functionality impaired
8 hours
Minor functionality affected
24 hours
General questions or requests
48 hours
6. Data Protection & Security
Encryption
TLS 1.3 in transit, AES-256 at rest
API Key Security
Hashed storage, rotation support
Compliance
SOC 2 Type II, GDPR compliant
Incident Response
24-hour notification, detailed reports
7. Exclusions
This SLA does not apply to:
- Scheduled maintenance (with at least 24 hours notice)
- Emergency security patches
- Issues caused by your code, network, or equipment
- Force majeure events
- Abuse or violation of our Terms of Service
- Free tier or Developer tier usage
- Beta or preview features
8. Contact Information
SLA Inquiries
support@assisters.ioEnterprise Support
support@assisters.ioReady for Enterprise-Grade API Access?
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