Service Level Agreement
Our commitment to reliable, high-performance service
Last updated: December 7, 2024
1. Overview
This Service Level Agreement ("SLA") describes the service levels Aura Audit AI, LLC ("Aura," "we," "us," or "our") commits to provide for our cloud-based audit automation platform and related services ("Services"). This SLA applies to all customers with a valid subscription agreement.
2. Service Availability
2.1 Uptime Commitment
Aura commits to maintaining a Monthly Uptime Percentage of at least 99.9% for the Services, excluding scheduled maintenance windows and circumstances outside our reasonable control.
Service Tier Commitments:
| Plan | Uptime SLA | Credit |
|---|---|---|
| Starter | 99.5% | 10% per 0.1% below SLA |
| Professional | 99.9% | 15% per 0.1% below SLA |
| Enterprise | 99.95% | 25% per 0.05% below SLA |
2.2 Scheduled Maintenance
Scheduled maintenance will be performed during low-usage periods (typically Sundays 2:00 AM - 6:00 AM EST). We will provide at least 72 hours advance notice for planned maintenance via email and in-app notifications. Scheduled maintenance does not count against uptime calculations.
3. Performance Standards
4. Support Response Times
| Severity | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical (P1) | Service completely unavailable | 15 minutes | 4 hours |
| High (P2) | Major feature impaired | 1 hour | 8 hours |
| Medium (P3) | Minor feature issue | 4 hours | 24 hours |
| Low (P4) | General inquiry | 8 hours | 72 hours |
5. Data Protection
- Backup Frequency: Continuous backup with point-in-time recovery available
- Data Retention: 7 years for audit data per PCAOB requirements
- Recovery Point Objective (RPO): Maximum 1 hour of data loss
- Recovery Time Objective (RTO): Service restoration within 4 hours
6. Service Credits
If we fail to meet our uptime commitment, eligible customers may request service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
7. Exclusions
This SLA does not apply to:
- Features labeled as "Beta" or "Preview"
- Outages caused by factors outside our reasonable control (force majeure)
- Customer's equipment, software, or network connectivity issues
- Unauthorized access or misuse of the Services
- Customer's failure to follow documented configuration requirements
8. Credit Request Process
To request a service credit, submit a support ticket within 30 days of the incident, including the date, time, duration of the outage, and affected services. Credits are applied to future invoices and do not constitute a cash refund.