This agreement defines service levels for Eira OS ongoing monitoring and managed service Memberships. 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 Eira OS 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 Eira OS ongoing monitoring Memberships and managed service Memberships (collectively, "Managed Services"). This SLA does not apply to one-time audit Memberships, project-based consulting, or Deliverables-only Memberships. For those Memberships, support is provided as described in the applicable statement of work.
This SLA is incorporated by reference into and forms part of the Eira OS 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 Memberships only. Consumer products, when available, are governed by separate terms.
Eira OS 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 Membership) |
| Critical After-Hours | 24/7 for Priority 1 only | Phone only (per Membership) |
| Maintenance Window | Sundays 2:00 AM - 6:00 AM MST | Scheduled, announced 72 hours in advance |
The Member must report Incidents through the Authorized Channel designated in the Membership. Incidents reported to individual Eira OS 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 Member assigns a priority level when reporting an Incident. Eira OS 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. Member 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. Member 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 |
Eira OS 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 Membership |
Response Times are measured from the time the Member 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. Eira OS will use reasonable efforts to meet Resolution Times but does not warrant resolution within any specific timeframe. Factors outside Eira OS's control (see Section 9, Exclusions) may affect resolution.
If Eira OS fails to meet a Response Time commitment for a properly reported Incident, the Member 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 Member'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 Member 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 Eira OS's control.
Eira OS does not guarantee any specific uptime percentage. Eira OS Software is deployed on infrastructure controlled by the Member or by Eira OS as specified in the Membership. Because Eira OS does not control the Member's hardware, network, power, or internet connectivity, Eira OS cannot guarantee continuous availability.
For Managed Services where Eira OS controls the hosting infrastructure, Eira OS 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 Member-controlled infrastructure, availability is the Member's responsibility. Eira OS will assist with incidents but is not responsible for downtime caused by Member infrastructure, Member MSP, network outages, power failures, or other factors outside Eira OS's control.
Eira OS monitors the health of its Software and will proactively notify the Member of detected issues during Business Hours. After-hours monitoring is limited to Priority 1 alerts as defined in the Membership.
Eira OS 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.
Eira OS 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 Member must:
If the Member's failure to meet these responsibilities contributes to an Incident or delays resolution, Eira OS's SLA commitments are adjusted accordingly. If the Member is unresponsive for more than four (4) Business Hours after Eira OS requests information needed to proceed, the Incident is paused and the Response Time clock is stopped until the Member responds.
If the Member is not satisfied with the handling of an Incident, the Member may escalate as follows:
Escalation requests should be made through the Authorized Channel. Eira OS 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 Eira OS Software is deployed on hardware owned or controlled by Eira OS and located at the Member's premises, the Member is responsible for maintaining a safe, appropriate environment for that equipment and is financially responsible for any physical damage caused by the Member, its personnel, its MSP, contractors, visitors, or environmental factors under the Member's control.
The Member must provide and maintain an appropriate operating environment for Eira OS equipment, including:
The Member is financially responsible for all costs associated with physical damage to Eira OS equipment caused by:
If Eira OS equipment is physically damaged, Eira OS will assess the damage and determine whether on-site repair, on-site replacement, or return-to-depot is required. All costs associated with Member-caused physical damage are billed to the Member as follows:
The Member 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 Membership.
The Member must notify Eira OS within twenty-four (24) hours of discovering or suspecting any physical damage to Eira OS equipment. Failure to notify Eira OS within 24 hours may result in additional damage that the Member is also responsible for. The Member shall not attempt to repair, disassemble, move, or modify damaged Eira OS equipment. The Member shall leave the equipment in place and await Eira OS's instructions.
The Member must maintain property insurance covering Eira OS equipment located at the Member's premises, including coverage for fire, water damage, theft, vandalism, and natural events, in an amount sufficient to cover the replacement value of all Eira OS equipment on-site. Upon Eira OS's request, the Member will provide a certificate of insurance naming Eira OS as a covered party or loss payee. If the Member cannot maintain such insurance, the Member remains personally responsible for all replacement costs. Eira OS is not responsible for insuring equipment located at the Member's premises.
Eira OS is responsible for physical damage to its own equipment only when the damage is caused by Eira OS personnel, Eira OS equipment failure (e.g., internal component failure under normal operation), or defects in the equipment itself. In such cases, Eira OS will repair or replace the equipment at no cost to the Member. Eira OS is not responsible for damage caused by the Member, Member personnel, Member's MSP, contractors, environmental factors at the Member's facility, or events outside Eira OS's control.
Eira OS 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 Memberships entered into after the effective date and to existing Managed Services Memberships after thirty (30) days notice. Memberships already in progress are governed by the SLA in effect at the time the Membership was initiated, unless the Membership expressly provides otherwise.
This Service Level Agreement may be executed electronically or in writing. Execution may be by: (a) signing an Membership 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: Avondale.AI
Title: Founder & CTO
Date: _______________________________
By: _________________________________
Name: _______________________________
Title: ______________________________
Date: _______________________________
Relationship to Terms of Service: This Service Level Agreement is incorporated by reference into the Eira OS 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 Membership. Service Credits are the sole and exclusive remedy for SLA failures.