This Service Level Agreement (“SLA”) describes uptime targets and support response goals for paid CloudAxis plans. Free-tier use is best-effort. CloudAxis OS is operated by CloudAxis Labs LLC.
1. Covered services
- CloudAxis application — app.cloudaxis.ai (authentication, chat, agents, scheduling, billing portal)
- Shared API platform — backend services that power agent execution (see Status)
Marketing pages on cloudaxis.ai and third-party integrations (e.g. social networks) are outside this SLA.
2. Uptime target
For paid subscriptions, we target 99.5% monthly uptime for the Covered Services, excluding scheduled maintenance announced in advance on the Status page.
Uptime is measured against our /health/ready endpoint and successful login to the CloudAxis app. Downtime caused by factors outside our control (customer network, third-party OAuth outages, force majeure) is excluded.
3. Scheduled maintenance
We may perform maintenance during low-traffic windows. Material maintenance is posted on /status/ when possible. Emergency security patches may occur without advance notice.
4. Support response targets
| Severity | Description | Target first response |
|---|---|---|
| P1 — Critical | Production down or data loss risk for many users | 4 business hours |
| P2 — High | Major feature impaired (agents, billing, auth) | 1 business day |
| P3 — Normal | General questions, how-to, non-urgent bugs | 2 business days |
Contact info@cloudaxis.ai or in-app support. Business hours: US Mountain Time, Monday–Friday.
5. Incident communication
During widespread incidents we update cloudaxis.ai/status and may post on the blog. Subscribe to status checks or email us for account-specific impact.
6. Service credits
If monthly uptime falls below 99.5% for a paid account due to our fault, you may request a pro-rated service credit within 30 days by emailing billing@cloudaxis.ai with account details and incident dates. Credits are the sole remedy for SLA breaches unless a separate enterprise agreement states otherwise.
7. Enterprise terms
Customers needing custom uptime commitments, dedicated support channels, or signed SLAs should contact info@cloudaxis.ai.