Service Level Agreement (SLA)
Uptime commitments, maintenance windows, incident response tiers, and service credit guidelines for enterprise customers.
Official Policy · Published
Version v1.1
Effective: January 15, 2026
Last Updated: August 15, 2026
1. Platform Uptime Commitment
Asiyst targets a 99.9% Monthly Uptime Percentage across core SDK endpoint delivery, avatar rendering APIs, and dashboard operations.
2. Scheduled Maintenance Windows
Routine maintenance is performed during off-peak hours with at least 48 hours advance notice published via our platform status page.
3. Incident Severity & Response Times
| Severity Level | Description | Target Response Time |
|---|---|---|
| Severity 1 (Critical) | Core SDK or assistant completely unavailable across all domains | < 1 Hour (24/7) |
| Severity 2 (High) | Significant feature degradation or partial model routing failures | < 4 Hours |
| Severity 3 (Medium) | Minor dashboard issues or non-critical administrative latency | < 1 Business Day |
| Severity 4 (Low) | General technical questions or feature inquiries | < 2 Business Days |
4. Service Credit Calculations
Eligible enterprise tier customers experiencing uptime below guaranteed thresholds may request billing credits as defined in their custom enterprise agreement.