This agreement defines service levels for Avondale.AI ongoing monitoring and managed service engagements. Key points: we respond to incidents based on priority level, with critical issues addressed first. We do not guarantee uptime because we do not control your hardware. If we miss a response time, you get a service credit, not damages. Scheduled maintenance happens during announced windows. This agreement covers Avondale.AI software and services only, not your hardware, network, MSP, or third-party providers.
Effective Date: August 9, 2026 | All times are Mountain Time (Arizona, no DST observance).
This Service Level Agreement ("SLA" or "Agreement") applies to Avondale.AI ongoing monitoring engagements and managed service engagements (collectively, "Managed Services"). This SLA does not apply to one-time audit engagements, project-based consulting, or Deliverables-only engagements. For those engagements, support is provided as described in the applicable statement of work.
This SLA is incorporated by reference into and forms part of the Avondale.AI Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service control. This SLA applies to commercial engagements only. Consumer products, when available, are governed by separate terms.
Avondale.AI provides support during Business Hours for all priority levels. Critical Incidents (Priority 1) receive after-hours support as described below.
| Support Tier | Hours | Channels |
|---|---|---|
| Standard Support | Business Hours (6 AM - 6 PM MST, Mon-Fri) | Phone, Email (per Engagement) |
| Critical After-Hours | 24/7 for Priority 1 only | Phone only (per Engagement) |
| Maintenance Window | Sundays 2:00 AM - 6:00 AM MST | Scheduled, announced 72 hours in advance |
The Client must report Incidents through the Authorized Channel designated in the Engagement. Incidents reported to individual Avondale.AI personnel, social media, voicemail outside Business Hours (for non-Priority 1), or any channel other than the Authorized Channel are not recognized for SLA timing purposes.
The Client assigns a priority level when reporting an Incident. Avondale.AI may reclassify the priority based on investigation. Priority levels are:
| Priority | Definition | Examples |
|---|---|---|
| Priority 1 - Critical | Software is non-functional or a security vulnerability is actively exploitable. No workaround available. Client operations are significantly impacted. | Software will not start, monitoring has stopped, active data exposure |
| Priority 2 - High | Software is functional but a core feature is degraded. A workaround may be available. Client operations are moderately impacted. | Analysis pipeline failing, specific compliance framework not loading, performance severely degraded |
| Priority 3 - Standard | Software is functional with minor issues. No significant operational impact. Workaround available or issue is cosmetic. | UI display issues, non-critical report formatting, minor warning messages |
| Priority 4 - Enhancement | Request for new functionality, configuration changes, or information. Not an Incident. | Feature requests, how-to questions, documentation requests |
Avondale.AI commits to the following Response Times based on priority level and support tier:
| Priority | Business Hours Response | After-Hours Response | Target Resolution |
|---|---|---|---|
| Priority 1 - Critical | 1 hour | 2 hours (phone only) | 4 hours (best effort) |
| Priority 2 - High | 2 hours | Next Business Day | 1 Business Day (best effort) |
| Priority 3 - Standard | 4 hours | Next Business Day | 3 Business Days (best effort) |
| Priority 4 - Enhancement | 1 Business Day | N/A | Per Engagement |
Response Times are measured from the time the Client reports the Incident through an Authorized Channel during the applicable support tier. After-hours Response Times for Priority 1 Incidents are measured from the initial phone report. After-hours reports for Priority 2-4 are not acknowledged until the next Business Day.
Resolution Times are best-effort targets, not guarantees. Avondale.AI will use reasonable efforts to meet Resolution Times but does not warrant resolution within any specific timeframe. Factors outside Avondale.AI's control (see Section 9, Exclusions) may affect resolution.
If Avondale.AI fails to meet a Response Time commitment for a properly reported Incident, the Client is entitled to Service Credits calculated as follows:
| Missed Response Time | Service Credit |
|---|---|
| Up to 2x the committed Response Time | 5% of monthly fees |
| 2x to 4x the committed Response Time | 10% of monthly fees |
| 4x to 8x the committed Response Time | 20% of monthly fees |
| More than 8x the committed Response Time | 50% of monthly fees |
Service Credits are the Client's sole and exclusive remedy for SLA failures. Service Credits apply to future fees only and are not refundable as cash. Maximum Service Credits in any calendar month shall not exceed 50% of the monthly fees for that month. To claim a Service Credit, the Client must request it in writing within thirty (30) days of the missed Response Time, identifying the Incident and the missed commitment. Service Credits not requested within 30 days are forfeited.
Service Credits do not apply to Incidents that fall under the Exclusions in Section 9, Incidents reported through unauthorized channels, or Incidents caused by factors outside Avondale.AI's control.
Avondale.AI does not guarantee any specific uptime percentage. Avondale.AI Software is deployed on infrastructure controlled by the Client or by Avondale.AI as specified in the Engagement. Because Avondale.AI does not control the Client's hardware, network, power, or internet connectivity, Avondale.AI cannot guarantee continuous availability.
For Managed Services where Avondale.AI controls the hosting infrastructure, Avondale.AI targets 99.5% availability during each calendar month, excluding scheduled maintenance windows and excluded events under Section 9. This is a target, not a guarantee. Service Credits for availability failures, if applicable, are calculated under Section 6 based on the duration of unplanned downtime exceeding the 99.5% target.
For deployments on Client-controlled infrastructure, availability is the Client's responsibility. Avondale.AI will assist with incidents but is not responsible for downtime caused by Client infrastructure, Client MSP, network outages, power failures, or other factors outside Avondale.AI's control.
Avondale.AI monitors the health of its Software and will proactively notify the Client of detected issues during Business Hours. After-hours monitoring is limited to Priority 1 alerts as defined in the Engagement.
Avondale.AI performs scheduled maintenance during the maintenance window (Sundays 2:00 AM - 6:00 AM MST). Maintenance may include Software updates, security patches, configuration changes, and infrastructure adjustments.
Avondale.AI is not responsible for and this SLA does not apply to Incidents caused by or related to the following. No Service Credits are issued for these exclusions.
To receive SLA benefits, the Client must:
If the Client's failure to meet these responsibilities contributes to an Incident or delays resolution, Avondale.AI's SLA commitments are adjusted accordingly. If the Client is unresponsive for more than four (4) Business Hours after Avondale.AI requests information needed to proceed, the Incident is paused and the Response Time clock is stopped until the Client responds.
If the Client is not satisfied with the handling of an Incident, the Client may escalate as follows:
Escalation requests should be made through the Authorized Channel. Avondale.AI will acknowledge escalation requests within one (1) Business Day and provide a status update within two (2) Business Days. Escalation does not change the Service Credit calculation, which is based on the original Response Time commitment.
If Avondale.AI Software is deployed on hardware owned or controlled by Avondale.AI and located at the Client's premises, the Client is responsible for maintaining a safe, appropriate environment for that equipment and is financially responsible for any physical damage caused by the Client, its personnel, its MSP, contractors, visitors, or environmental factors under the Client's control.
The Client must provide and maintain an appropriate operating environment for Avondale.AI equipment, including:
The Client is financially responsible for all costs associated with physical damage to Avondale.AI equipment caused by:
If Avondale.AI equipment is physically damaged, Avondale.AI will assess the damage and determine whether on-site repair, on-site replacement, or return-to-depot is required. All costs associated with client-caused physical damage are billed to the Client as follows:
The Client will be invoiced for all physical damage repair costs within thirty (30) days of completion of repairs. Disputed charges must be raised in writing within fifteen (15) days of the invoice date. Undisputed charges are due per the payment terms in the Engagement.
The Client must notify Avondale.AI within twenty-four (24) hours of discovering or suspecting any physical damage to Avondale.AI equipment. Failure to notify Avondale.AI within 24 hours may result in additional damage that the Client is also responsible for. The Client shall not attempt to repair, disassemble, move, or modify damaged Avondale.AI equipment. The Client shall leave the equipment in place and await Avondale.AI's instructions.
The Client must maintain property insurance covering Avondale.AI equipment located at the Client's premises, including coverage for fire, water damage, theft, vandalism, and natural events, in an amount sufficient to cover the replacement value of all Avondale.AI equipment on-site. Upon Avondale.AI's request, the Client will provide a certificate of insurance naming Avondale.AI as a covered party or loss payee. If the Client cannot maintain such insurance, the Client remains personally responsible for all replacement costs. Avondale.AI is not responsible for insuring equipment located at the Client's premises.
Avondale.AI is responsible for physical damage to its own equipment only when the damage is caused by Avondale.AI personnel, Avondale.AI equipment failure (e.g., internal component failure under normal operation), or defects in the equipment itself. In such cases, Avondale.AI will repair or replace the equipment at no cost to the Client. Avondale.AI is not responsible for damage caused by the Client, Client personnel, Client's MSP, contractors, environmental factors at the Client's facility, or events outside Avondale.AI's control.
Avondale.AI may update this SLA from time to time. The effective date at the top of this page indicates when the current version was posted. Changes apply to new Engagements entered into after the effective date and to existing Managed Services engagements after thirty (30) days notice. Engagements already in progress are governed by the SLA in effect at the time the Engagement was initiated, unless the Engagement expressly provides otherwise.
This Service Level Agreement may be executed electronically or in writing. Execution may be by: (a) signing an Engagement that references this SLA, (b) written acknowledgment of this SLA, or (c) making payment for Managed Services, which constitutes acceptance of this SLA as part of the Terms of Service.
By: _________________________________
Name: Stephen Sargent
Title: Founder & CTO
Date: _______________________________
By: _________________________________
Name: _______________________________
Title: ______________________________
Date: _______________________________
Relationship to Terms of Service: This Service Level Agreement is incorporated by reference into the Avondale.AI Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service control. This SLA does not create any warranty or right not expressly stated in the Terms of Service or the applicable Engagement. Service Credits are the sole and exclusive remedy for SLA failures.