Service Level Agreement (SLA)
Last updated: April 13, 2026 · Applies to all paid LogionOS service tiers
1. Service Description
LogionOS provides a real-time AI compliance checking API that evaluates AI model inputs and outputs against regulatory frameworks (GDPR, CCPA, HIPAA, EU AI Act, APPI, SOX, PCI-DSS, and others). This SLA covers the availability and performance of the LogionOS API ("Service").
2. Service Tiers & Commitments
| Metric | Founder Program | Pro | Enterprise |
|---|---|---|---|
| Monthly Uptime Target | Best effort | 99.5% | 99.9% |
| API Response (P95) | — | < 500ms | < 200ms |
| Support Response | Community / async | < 24h (business) | < 4h (critical), < 8h (high) |
| Data Retention | 90 days | 1 year | Custom |
| Rate Limit | 100 RPM | 500 RPM | Custom |
| SLA Credits | None | Yes | Yes |
3. Uptime Calculation
Monthly Uptime Percentage = (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100
Downtime is defined as any period of 5 or more consecutive minutes during which the /v1/status endpoint returns a non-200 response or is unreachable, as measured by LogionOS's external monitoring.
Exclusions
- Scheduled maintenance (announced 72 hours in advance via status page and email).
- Force majeure events.
- Issues caused by Customer's code, network, or infrastructure.
- DNS propagation or third-party provider outages beyond LogionOS's control.
4. Service Credits
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|---|
| < 99.9% but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Service credits must be requested within 30 days of the incident. Credits are applied to the next billing cycle and do not exceed 50% of the monthly fee. Credits are the sole and exclusive remedy for downtime.
5. Support Tiers
| Severity | Definition | Enterprise Response | Pro Response |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or data breach | < 1 hour | < 4 hours |
| P2 — High | Major feature degraded, no workaround | < 4 hours | < 24 hours |
| P3 — Medium | Feature partially impacted, workaround available | < 8 hours | < 48 hours |
| P4 — Low | Questions, feature requests, minor issues | < 24 hours | < 5 business days |
6. Support Channels
- Founder Program: GitHub Issues, community Discord, async email.
- Pro: Email (support@logionos.com), Dashboard ticket system.
- Enterprise: Dedicated Slack channel, phone support, named account manager.
7. Maintenance Windows
- Scheduled: Saturdays 06:00–10:00 UTC (preferred). 72-hour notice.
- Emergency: Security patches may be deployed without notice; Customer notified within 1 hour.
- Zero-downtime deploys: Most updates use rolling deployment with no user-visible interruption.
8. Monitoring & Transparency
- Public status page:
/v1/status(no authentication required). - Incident postmortems published within 5 business days for P1/P2 events.
- Monthly uptime reports available to Enterprise customers upon request.
9. Performance Benchmarks
| Path | Description | P50 | P95 | P99 |
|---|---|---|---|---|
| Fast Path | Simple PASS/BLOCK | < 2ms | < 5ms | < 10ms |
| Medium Path | TF-IDF retrieval + mock judge | < 50ms | < 150ms | < 300ms |
| Deep Path | Embedding retrieval + LLM judge | < 800ms | < 2s | < 5s |
10. Changes to This SLA
LogionOS may update this SLA with 30 days' written notice. Changes that materially reduce service levels will not apply to existing Enterprise contracts until renewal.
Questions? Contact us at support@logionos.com or reach out to your account manager.