Status: Founder approved for Enterprise Order Forms that expressly incorporate this SLA. Version: 1.0 Effective date: September 14, 2026. Activation: This SLA applies only when the applicable Order Form marks the Enterprise SLA as activated and AtlaSent has confirmed operational readiness.
AtlaSent Systems Inc.
Applies to: AtlaSent SaaS (production runtime at api.atlasent.io; console at console.atlasent.io)
This Service Level Agreement ("SLA") is incorporated into and forms part of the Master Services Agreement or Terms of Service ("Agreement"). Capitalized terms not defined here have the meaning given in the Agreement.
1. Uptime Commitment
1.1 SaaS Tier
AtlaSent commits to 99.9% Monthly Uptime for the AtlaSent production API (api.atlasent.io).
| Metric | Target |
|---|---|
| Monthly Uptime | ≥ 99.9% |
| Maximum permitted downtime per month | ≤ 43.8 minutes |
| Maximum permitted downtime per quarter | ≤ 2.2 hours |
| Maximum permitted downtime per year | ≤ 8.7 hours |
"Monthly Uptime" is calculated as:
Monthly Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
"Downtime" means the AtlaSent production API is returning HTTP 5xx errors or timing out for more than 1% of requests in a rolling 5-minute window, as measured by the atlasent_api_up Prometheus metric. A Downtime period begins when the AtlaSentAPIDown alert fires and ends when the metric recovers and the alert resolves.
1.2 Self-Hosted Deployments
This SLA applies to the AtlaSent cloud API endpoint (api.atlasent.io) only. Customers operating a self-hosted AtlaSent deployment (Helm chart from atlasent-control-plane/helm/) are responsible for their own infrastructure uptime. AtlaSent provides the Helm chart and configuration support; the customer's own cloud provider SLA governs availability.
1.3 Console
The AtlaSent console (console.atlasent.io) targets 99.9% Monthly Uptime under the same definition. Console downtime does not affect API uptime and is tracked separately on the status page.
2. Incident Response Times
Response time is measured from the time AtlaSent's on-call system receives an alert or a customer-submitted incident ticket, whichever is earlier.
| Severity | Definition | Initial Response | Status Update Frequency | Resolution Target |
|---|---|---|---|---|
| P0 — Critical | Authorization API fully down or audit chain integrity compromised | 1 hour | Every 30 minutes | 4 hours |
| P1 — High | Significant degradation affecting ≥ 10% of requests or multiple tenants | 4 hours | Every 2 hours | 8 hours |
| P2 — Medium | Single-tenant degradation; non-critical feature unavailable | Next business day | Daily | 3 business days |
| P3 — Low | Minor issue; cosmetic or informational | 3 business days | On resolution | 10 business days |
"Business day" means Monday–Friday, 09:00–18:00 US Eastern Time, excluding US public holidays.
P0 and P1 incidents are escalated to AtlaSent's on-call engineer around the clock.
3. Exclusions
The following are not counted as Downtime and are excluded from uptime calculations:
- Scheduled maintenance. AtlaSent will provide at least 24 hours' advance notice via
status.atlasent.ioand email to the customer's designated security contact. Scheduled maintenance windows are typically Saturday 02:00–04:00 US Eastern Time. - Emergency maintenance. Urgent security patches that require immediate deployment with less than 24 hours' notice. AtlaSent will notify as early as practicable.
- Force majeure. Events outside AtlaSent's reasonable control, including natural disasters, acts of government, internet backbone failures, or failures of third-party infrastructure providers beyond AtlaSent's control.
- Customer-caused outages. Downtime caused by the customer's actions, including exceeding rate limits, misconfigured integrations, or invalidating API keys.
- Third-party dependencies. Downtime caused by Supabase, Vercel, Cloudflare, or other sub-processors beyond AtlaSent's control and not within AtlaSent's reasonable ability to mitigate.
- Beta or preview features. Features explicitly marked as "beta," "preview," or "alpha" in the documentation or console are excluded from SLA coverage.
4. Service Credits
If AtlaSent fails to meet the Monthly Uptime commitment, the customer is eligible for a Service Credit.
4.1 Credit Schedule
| Monthly Uptime Achieved | Credit (% of monthly invoice) |
|---|---|
| 99.0% – 99.9% | 10% |
| 98.0% – 98.9% | 20% |
| Below 98.0% | 30% |
Service Credits are capped at 30% of the affected month's invoice.
4.2 How to Claim
To claim a Service Credit:
- Submit a credit request to
billing@atlasent.iowithin 30 days of the end of the affected month. - Include: the dates and times of the alleged Downtime, the affected API endpoint(s), and any error codes or logs that corroborate the claim.
- AtlaSent will verify the claim against the
atlasent_api_upPrometheus metric and respond within 10 business days.
4.3 Sole Remedy
Service Credits are the customer's sole and exclusive remedy for any failure by AtlaSent to meet the uptime commitment. Credits do not entitle the customer to a refund of cash.
5. Uptime Measurement and Status Page
- Primary metric:
atlasent_api_upPrometheus metric, scraped every 30 seconds fromatlasent-control-plane/prometheus.yml. - Status page:
status.atlasent.io— real-time and historical uptime data; incident history; scheduled maintenance calendar. - Historical data: Uptime data is retained for 13 months to support annual SLA reviews and audit requests.
- Third-party monitoring: AtlaSent uses an independent uptime monitor to corroborate internal Prometheus data. In case of discrepancy, the independent monitor's data is used to resolve disputes.
6. Support Channels
| Channel | Availability | Intended For |
|---|---|---|
Email: support@atlasent.io | Business hours | P2/P3 issues, general questions |
| Console in-app chat | Business hours | General questions |
status.atlasent.io | 24/7 | Incident status and scheduled maintenance |
P0/P1 escalation: security@atlasent.io | 24/7 | Critical incidents only |
7. Revision
AtlaSent may update this SLA with 30 days' written notice. If the update materially reduces the customer's rights, the customer may terminate the Agreement with 30 days' notice, and AtlaSent will provide a pro-rated refund of any prepaid fees.
This SLA is a template. Legal review is required before execution. Contact sales@atlasent.io for enterprise SLA negotiation.