This Service Level Agreement ("SLA") describes the service availability and support commitments that Verdict AI LLC provides to its customers. This SLA applies to all paid subscription plans unless otherwise specified in your enterprise agreement.
1. Service Availability Commitment
99.9% Uptime
Monthly service availability guarantee
Verdict AI guarantees that our platform will be operational and accessible 99.9% of the time each calendar month, measured in 5-minute intervals. This translates to a maximum of approximately 43 minutes of downtime per month.
1.1 Uptime Calculation
Uptime percentage is calculated as:
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100%
1.2 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance windows (with 48-hour advance notice)
- Emergency security patches or critical updates
- Outages caused by factors outside our control (force majeure, ISP issues, DDoS attacks)
- Issues caused by customer's misuse or violations of Terms of Service
- Customer's internet connectivity issues or equipment problems
2. Support Response Times
Starter Plan
Professional Plan
Enterprise Plan
2.1 Issue Severity Definitions
Critical
Service is completely unavailable or critical functionality is severely impaired affecting all users
High Priority
Major functionality is impaired but workarounds exist; affects multiple users
Normal
Minor issues, feature requests, or questions; limited impact on operations
3. Scheduled Maintenance
Verdict AI performs scheduled maintenance to ensure optimal performance and security:
- Frequency: Typically during off-peak hours (Sundays 2:00 AM - 6:00 AM EST)
- Notification: 48-hour advance notice via email and status page
- Duration: Most maintenance windows complete within 2 hours
- Emergency Maintenance: May occur with less notice for critical security updates
4. Service Credits
If we fail to meet our 99.9% uptime commitment, you may be eligible for service credits:
4.1 Credit Request Process
- 1. Submit a credit request to support@verdictlegal.ai within 30 days of the incident
- 2. Include your account details and the dates/times of the service disruption
- 3. We will verify the claim and respond within 5 business days
- 4. Approved credits will be applied to your next invoice
Note: Service credits are your sole remedy for SLA violations and are capped at 50% of monthly fees. Credits cannot be exchanged for cash.
5. Performance Metrics
6. Monitoring and Status Reporting
We maintain transparency through:
- Public Status Page: Real-time system status at status.verdictlegal.ai
- Incident Updates: Regular updates during service disruptions
- Historical Data: 90-day uptime history available
- Email Notifications: Optional alerts for status changes
7. Contact Information
For SLA-related inquiries or to request service credits:
Support Email: support@verdictlegal.ai
Status Page: status.verdictlegal.ai
Emergency Hotline (Enterprise): +1 (555) 123-4567