Service Level Agreement
Our commitment to reliability, performance, and support for the CSOAI platform
1. Platform Availability & Uptime
Monthly Uptime Commitment
Individual & Startup plans
Professional & Business plans
Enterprise & Government plans
What's Included in Uptime Calculation:
- Core platform access (login, dashboard, training)
- Certification exam availability
- API endpoint availability
- 33-Agent Council voting system
Exclusions:
- Scheduled maintenance (announced 48+ hours in advance)
- Force majeure events
- Third-party service outages (payment providers, etc.)
- Customer-side connectivity issues
2. Support Response Times
Our support team is committed to responding within the following timeframes based on issue severity and your subscription tier:
| Severity | Standard | Professional | Enterprise |
|---|---|---|---|
Critical Platform unavailable | 4 hours | 1 hour | 15 minutes |
High Major feature impaired | 8 hours | 4 hours | 1 hour |
Medium Minor feature impaired | 24 hours | 8 hours | 4 hours |
Low General inquiry | 48 hours | 24 hours | 8 hours |
Response times are measured during business hours (9am-6pm GMT, Mon-Fri) for Standard tier. Professional and Enterprise tiers include 24/7 support for Critical issues.
3. Support Channels
Live Chat
In-platform chat
Phone Support
Dedicated line
4. Performance Targets
We commit to the following performance standards for the CSOAI platform:
Page Load Time
95th percentile
API Response Time
Average response
Council Voting
Full 33-agent consensus
Certificate Generation
PDF generation
5. Service Credits
If we fail to meet our uptime commitments, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
6. Scheduled Maintenance
Scheduled maintenance is performed during low-traffic periods to minimize impact:
Standard Maintenance
- • Sundays, 2:00 AM - 6:00 AM GMT
- • 48-hour advance notice
- • Typically < 30 minutes downtime
Emergency Maintenance
- • As needed for security issues
- • Notification as soon as practical
- • Post-incident report within 24 hours
7. Incident Communication
During service disruptions, we commit to transparent communication:
- Initial Acknowledgment: Within 15 minutes of detection
- Status Updates: Every 30 minutes during ongoing incidents
- Resolution Notice: Immediate notification when resolved
- Post-Incident Report: Root cause analysis within 5 business days
Status updates are posted at: status.csoai.org
Questions About This SLA?
For questions about service levels or to report an issue:
Support
Status Page
status.csoai.org
CSOAI LTD | Companies House No: 16939677 | Registered in England & Wales