Service level agreement.
The commitments Aculeus operates against for the workbench and the API. This is the public baseline; Scale customers receive contractual SLA terms in their order form, which take precedence where they differ.
Availability¶
Aculeus targets 99.9% availability of the API and workbench, measured monthly — about 43 minutes of allowed unavailability per month. The measurement excludes scheduled maintenance announced at least 48 hours in advance, and the exclusions below.
Support response¶
We acknowledge support requests within the following targets, by severity:
- P1 — service unavailable: within 4 business hours.
- P2 — degraded or impaired: within 1 business day.
- P3 — question or minor issue: within 2 business days.
Business hours are 9:00–17:00 US Eastern, Monday–Friday, excluding US holidays.
Service credits¶
If monthly availability falls below the target, the affected customer may request a service credit against the next invoice:
- Below 99.9% but at or above 99.0%: a credit of 10% of the monthly fee.
- Below 99.0%: a credit of 25% of the monthly fee.
Credits are the sole and exclusive remedy for availability shortfalls, are capped at the monthly fee for the affected service, and must be requested within 30 days of the month in question by emailing hello@aculeus.ai.
Maintenance¶
Scheduled maintenance is announced at least 48 hours ahead and is targeted for low-traffic windows. Emergency maintenance to address a security or stability risk may occur with shorter notice; we communicate it as soon as practicable.
Exclusions¶
The availability commitment does not cover downtime caused by:
- Factors outside our reasonable control, including force majeure and internet-backbone failures.
- Your equipment, software, network, or misuse of the service.
- Third-party model and research providers whose outages affect Case production but not the ledger/export surface itself.
- Suspension for breach of terms or non-payment, and beta or preview features.