Service Level Agreement v2.0
Uptime guarantees · Support response · Service credits
📋 Overview
This Service Level Agreement (SLA) applies to all paid AccelEx enterprise customers using the production platform (managed cloud, private cloud, or dedicated on-premise infrastructure). AccelEx sells completed, validated business work units — not generic API access. This SLA covers platform availability, pipeline execution reliability, and support response commitments aligned with deterministic workflow outcomes.
Scope: Applicable to invoice resolution pipelines, contract intelligence pipelines, compliance record generation, case routing engines, and all domain-specific workflow units. Excludes free trial usage, beta features, and customer-initiated maintenance windows.
📊 Uptime Guarantee
| Tier | Monthly Uptime Percentage | Service Credit (% of monthly fee) | Managed Cloud (Standard & Enterprise) | ≥ 99.95% | See table below | Private Cloud / Dedicated (Enterprise Plus) | ≥ 99.99% | See table below | On-Premise (Self-managed infrastructure) | Best effort (no SLA credits) | N/A |
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Uptime calculation: Monthly Uptime % = (Total minutes in month - Downtime minutes) / Total minutes in month × 100. Downtime excludes scheduled maintenance (notified ≥ 7 days in advance, max 8 hours/month), factors outside AccelEx control (DDoS attacks, ISP failures, customer network issues), and beta/preview features.
💰 Service Credits (Financial Remedy)
Monthly Uptime Credit Schedule
| Monthly Uptime | Service Credit |
|---|---|
| < 99.95% but ≥ 99.0% | 10% of monthly subscription |
| < 99.0% but ≥ 95.0% | 25% of monthly subscription |
| < 95.0% | 50% of monthly subscription (max credit per month) |
How credits apply: Credits are applied to future invoices. Maximum monthly credit capped at 50% of affected service fees. Customers must request credit within 30 days of incident via support portal. Failure to meet multiple SLAs in same month = highest single credit only (not cumulative).
⚡ Pipeline Execution SLA (Deterministic Outputs)
AccelEx guarantees that valid workflow units complete within defined time windows for standard pipeline types:
| Pipeline Type | P95 Processing Time (per unit) | Success Criterion | Invoice Resolution | ≤ 8 seconds | Structured invoice object with anomaly detection | Contract Intelligence | ≤ 30 seconds | Clause extraction + risk classification | Compliance Record Generation | ≤ 12 seconds | Auditable, validated record with provenance | Support Case Routing | ≤ 6 seconds | Summarized + categorized + routing decision |
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Note: Processing times exclude input transfer latency. "Success" defined as deterministic output meeting confidence thresholds without manual fallback. Late deliveries due to input malformation or customer misconfiguration do not trigger credits.
🛟 Support Response Times
| Severity | Definition | Initial Response (Standard) | Initial Response (Enterprise+) | Severity 1 (Critical) | Production pipeline outage affecting >10% of workflow units; inability to process invoices/contracts/compliance records | ≤ 30 minutes | ≤ 15 minutes (24/7) | Severity 2 (High) | Degraded performance or partial pipeline failure affecting specific workflows; significant business impact | ≤ 2 hours | ≤ 1 hour | Severity 3 (Normal) | Non-critical bugs, documentation issues, feature requests, general usage questions | ≤ 8 business hours | ≤ 4 business hours | Severity 4 (Low) | Cosmetic issues, product questions, future enhancements | ≤ 24 business hours | ≤ 12 business hours |
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Support channels: Email (support@accelexpress.com), Dashboard ticketing system, dedicated Slack channel (Enterprise+). Business hours = 9:00 AM to 6:00 PM Eastern Time (US), Monday–Friday excluding US federal holidays. Severity 1 is 24/7/365 for all paid tiers.
🔧 Scheduled Maintenance & Exclusions
Planned maintenance: AccelEx will provide no less than 7 calendar days' notice via email + dashboard banner. Maintenance windows are scheduled during off-peak hours (Saturday 00:00–04:00 ET). Maximum 8 hours of scheduled downtime per month do not count toward uptime calculation.
Emergency maintenance: Security patches or critical fixes may be deployed without notice but will not exceed 2 hours/month and are counted as downtime if they affect availability.
SLA exclusions (no credits):
- Customer-caused issues (invalid input, exceeding rate limits, misconfigured pipelines)
- Third-party cloud provider failures (AWS, Azure, GCP) outside AccelEx control
- Force majeure (natural disasters, cyberattacks, war, regulatory actions)
- Beta/preview features, experimental endpoints, or free trial usage
- On-premise deployments where customer manages infrastructure
📝 SLA Claims Process
To request service credit for Uptime or Pipeline SLA breaches:
- Open a support ticket titled "SLA Credit Request - [Date]" within 30 days of incident
- Include affected pipeline IDs, timestamps, and description of impact
- AccelEx validates using internal monitoring (datadog, cloudwatch, pipeline audit logs)
- Approved credits applied within 60 days to next invoice
Maximum aggregate credits per annual contract: 10% of total annual subscription fees. Credits are exclusive remedy for SLA failures; customers retain rights under MSA for recurring breaches.
Status page: Real-time availability at status.accelexpress.com (or ../company/status.html). Subscribe to incident notifications via webhook or email.
🎯 Commercial Alignment
AccelEx does not sell generic AI processing. We sell completed, validated business work units — invoices ready for payment, contracts ready for legal action, compliance records fully auditable. Our SLA is attached to workflow outcomes, not infrastructure uptime alone. If a pipeline returns a deterministic output but fails validation confidence thresholds, it may be considered a quality breach under separate agreement terms. This SLA focuses on availability and timeliness as measurable operational guarantees.
Questions? Contact sla@accelexpress.com or your AccelEx customer success manager.