Enterprise Service Level Agreement

Effective: 5/14/2026

99.9% Uptime Guarantee

1. Service Availability

99.9%

Uptime Guarantee

<100ms

API Response Time

24/7

Monitoring

We guarantee 99.9% uptime for all Business Plus and Enterprise customers, measured monthly. This translates to less than 44 minutes of downtime per month.

2. Support Response Times

Priority Level	Response Time	Resolution Target
Critical	1 hour	4 hours
High	4 hours	24 hours
Medium	24 hours	3 business days
Low	3 business days	5 business days

3. Performance Guarantees

API Performance

• 95% of API calls < 100ms response time
• 99% of API calls < 500ms response time
• Rate limits: 10,000 requests/hour (Enterprise)
• 50,000 requests/hour (Business Plus)

Data Processing

• Real-time analytics with <1 second latency
• Batch processing within 15 minutes
• Data backup every 6 hours
• 99.99% data durability guarantee

4. Implementation Services

Enterprise customers receive comprehensive implementation support:

Professional Services

Dedicated implementation team
Custom integration development
Data migration assistance
Training and onboarding
Go-live support and monitoring

Investment Ranges

Standard Implementation: $50K - $150K
Complex Integration: $150K - $350K
Enterprise Transformation: $350K - $500K
Custom Development: Quote-based

5. Security & Compliance

🛡️

SOC 2 Type II

Annual compliance audits

🔒

ISO 27001

Information security management

🌍

GDPR Compliant

European data protection

6. Service Credits

If we fail to meet our SLA commitments, you may be eligible for service credits:

Uptime Achievement	Service Credit
99.0% - 99.9%	10% of monthly fees
95.0% - 99.0%	25% of monthly fees
< 95.0%	50% of monthly fees

7. Contact Information

For SLA-related inquiries or to report service issues:

Enterprise Support: enterprise@afilo.io

Emergency Hotline: +1 302 415 3171

Account Manager: Available through customer portal

Status Page: status.afilo.io