1. Overview
This Service Level Agreement ("SLA") describes Elnora AI's commitments regarding platform availability, support responsiveness, and remedies for enterprise customers. This SLA is incorporated by reference into your Master Service Agreement ("MSA") or Order Form with Elnora AI.
Current service status and uptime metrics are available at:
- Status Page: status.elnora.ai - Real-time platform status, incident updates, and historical logs
- Trust Center: trust.elnora.ai - Security certifications, compliance documentation, and SLA metrics
2. Definitions
"Availability" means the percentage of time during a calendar month that the Elnora platform is operational and accessible to Customer, excluding Scheduled Maintenance and Excused Downtime.
"Critical Defect" means a defect that renders the platform completely inoperable or causes complete loss of core functionality with no workaround available (e.g., platform entirely inaccessible, data corruption, security breach).
"Medium Defect" means a defect that significantly impairs core functionality but a workaround exists, or that affects non-core functionality without a workaround (e.g., protocol generation fails intermittently, data export unavailable).
"Low Defect" means a defect that causes minor inconvenience with minimal impact on core functionality (e.g., UI display issues, documentation errors, cosmetic problems).
"Downtime" means any period during which the Elnora platform is unavailable to Customer, measured in minutes. Downtime begins when Elnora confirms the issue or when automated monitoring detects unavailability, whichever occurs first.
"Excused Downtime" means Downtime that is excluded from Availability calculations as specified in Section 6 (SLA Exclusions).
"Monthly Uptime Percentage" means the total minutes in a calendar month minus Downtime minutes (excluding Excused Downtime), divided by total minutes in that month, expressed as a percentage.
"Scheduled Maintenance" means planned maintenance activities performed during designated Maintenance Windows with advance notice to Customer.
3. Platform Availability Commitment
3.1 Uptime Commitment
Elnora commits to maintaining 99.0% Monthly Uptime Percentage for the Elnora platform during each calendar month.
| Commitment | Monthly Uptime | Maximum Monthly Downtime |
|---|---|---|
| Standard | 99.0% | ~7.2 hours |
3.2 Uptime Calculation
Monthly Uptime Percentage is calculated as:
(Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100
Scheduled Maintenance and Excused Downtime are not counted as Downtime for purposes of this calculation.
4. Maintenance Windows
4.1 Scheduled Maintenance
Elnora performs routine maintenance to ensure platform security, performance, and reliability. Scheduled Maintenance is conducted during the following windows:
Primary Maintenance Window:
- Saturdays, 02:00–06:00 UTC
- Sundays, 02:00–06:00 UTC
Maintenance Limits:
- Average: 4 hours per month
- Maximum: 48 hours per calendar year (cumulative)
4.2 Maintenance Notice
| Maintenance Type | Advance Notice |
|---|---|
| Routine Maintenance | 72 hours (minimum) |
| Non-Routine Maintenance | 48 hours (minimum) |
| Emergency Maintenance | As soon as practicable |
Emergency Maintenance may be performed outside designated windows when necessary to address Critical Defects, security vulnerabilities, or threats to platform integrity.
4.3 Maintenance Notification
Customers will be notified of Scheduled Maintenance via:
- Email to designated technical contacts
- Status page at status.elnora.ai
- In-platform notification (where applicable)
5. Defect Response and Resolution
5.1 Defect Severity and Response Times
| Severity | Description | Initial Response | Target Resolution |
|---|---|---|---|
| Critical | Platform inoperable, no workaround, business operations halted | 1 hour | 8 hours |
| Medium | Core functionality impaired, workaround available | 4 hours | 3 business days |
| Low | Minor issues, minimal business impact | 1 business day | 14 business days |
5.2 Response Time Definitions
Initial Response means acknowledgment of the reported issue with assignment to appropriate personnel and preliminary assessment.
Target Resolution means restoration of service or provision of an acceptable workaround. Complex issues may require extended resolution timelines with regular status updates provided to Customer.
5.3 Escalation
Customers may request escalation of any open defect by contacting their assigned Customer Success Manager or emailing support@elnora.ai with "ESCALATION" in the subject line.
6. SLA Exclusions
The Availability commitment does not apply to, and Downtime does not include, any unavailability resulting from:
6.1 Scheduled Maintenance
Planned maintenance performed during designated Maintenance Windows with proper advance notice.
6.2 Customer Actions
- Misconfiguration of Customer systems or integrations
- Actions or inactions by Customer or Authorized Users
- Customer's failure to implement required updates or security patches
- Customer's use of the platform in violation of the Terms of Service or Acceptable Use Policy
6.3 Third-Party Causes
- Failures of third-party services, networks, or infrastructure outside Elnora's control
- Internet connectivity issues between Customer and Elnora's infrastructure
- DNS issues outside Elnora's control
- Customer's third-party integrations (ELN, LIMS, databases)
6.4 Force Majeure
Events beyond Elnora's reasonable control, including:
- Natural disasters, acts of God
- War, terrorism, civil unrest
- Government actions or orders
- Pandemic or public health emergency
- Power grid failures, telecommunications failures
- Cyberattacks on third-party infrastructure
6.5 Suspension
Periods during which Customer's access is suspended in accordance with the Terms of Service, including:
- Non-payment of fees
- Violation of Acceptable Use Policy
- Security concerns requiring investigation
6.6 Beta and Preview Features
Features designated as "Beta," "Preview," "Early Access," or similar are excluded from all SLA commitments.
7. Remedies
7.1 Remedy Eligibility
If Elnora fails to meet the 99.0% Monthly Uptime Percentage commitment, Customer may be eligible for remedies as described below, subject to:
- Customer must request remedies within 30 days of the affected month
- Customer must provide reasonable documentation of the impact
- Customer's account must be in good standing with no outstanding payment obligations
- Customer must not have caused or contributed to the Downtime
7.2 Available Remedies
For enterprise customers, Elnora offers the following remedies in lieu of service credits:
| Monthly Uptime | Subscription Extension | Additional Remedies |
|---|---|---|
| 98.0% – 98.99% | 7 days | — |
| 95.0% – 97.99% | 14 days | Priority Support (30 days) |
| 90.0% – 94.99% | 30 days | Priority Support (30 days) + Incident Report |
| Below 90.0% | 60 days | Priority Support (60 days) + Incident Report + Executive Review |
7.3 Remedy Descriptions
Subscription Extension: Additional days added to Customer's current subscription term at no additional cost.
Priority Support Escalation: Elevated support tier for 30 days, including direct access to senior engineering staff and expedited response times.
Detailed Incident Report: Comprehensive root cause analysis document including:
- Timeline of events
- Technical root cause
- Impact assessment
- Remediation actions taken
- Preventive measures implemented
Executive Review: Meeting with Elnora executive leadership to review the incident, discuss remediation, and address Customer concerns.
7.4 Remedy Limitations
- Remedies are Customer's sole and exclusive remedy for Elnora's failure to meet SLA commitments
- Remedies may not exceed the value of fees paid for the affected month
- Multiple incidents in the same month are aggregated for remedy calculation
- Remedies are not transferable between Customer accounts or subscription periods
7.5 Remedy Request Process
To request a remedy:
- Email support@elnora.ai with subject line "SLA Remedy Request"
- Include: Customer name, affected dates, description of impact, supporting documentation
- Elnora will respond within 5 business days with remedy determination
8. Security Response SLAs
8.1 Vulnerability Remediation
| Severity | Resolution Timeframe | Description |
|---|---|---|
| Critical | 30 days | Vulnerabilities with active exploitation or critical system impact |
| High | 30 days | Vulnerabilities with significant potential for exploitation |
| Medium | 60 days | Vulnerabilities with moderate risk requiring planned remediation |
| Low | 90 days | Minor vulnerabilities with limited risk |
8.2 Security Incident Response
| Milestone | Timeframe | Description |
|---|---|---|
| Acknowledgment | 24 hours | Confirmation of incident report receipt |
| Initial Assessment | 72 hours | Preliminary impact and scope assessment |
| Customer Notification | 72 hours | Notification of confirmed breach affecting Customer data |
| Resolution Update | Ongoing | Regular updates until incident resolution |
9. Operational SLAs
9.1 Infrastructure
| Priority | Resolution Timeframe | Description |
|---|---|---|
| High | 3 days | Critical infrastructure provisioning |
| Medium | 7 days | Standard infrastructure provisioning |
| Low | 14 days | Non-urgent infrastructure requests |
9.2 Account Management
| Process | Resolution Timeframe | Description |
|---|---|---|
| Access Revocation | 3 days | Termination of user access upon request |
| Account Setup | 7 days | New account provisioning and configuration |
10. Reporting and Transparency
10.1 Status Page
Real-time platform status, incident history, and historical uptime data are available at status.elnora.ai.
Customers can subscribe to status updates via email or RSS to receive automatic notifications of incidents and maintenance.
10.2 Uptime Reports
Customers may request monthly uptime reports through their Customer Success Manager or by emailing support@elnora.ai.
10.3 Incident Communication
For platform-wide incidents, Elnora will provide:
- Real-time status updates at status.elnora.ai
- Post-incident summary within 5 business days
- Root cause analysis for Critical incidents within 14 business days
11. Modifications
Elnora may modify this SLA from time to time. Changes that materially reduce service commitments will be communicated at least 30 days in advance. Continued use of the platform after modification constitutes acceptance of the updated SLA.
12. Contact Information
Platform Status: status.elnora.ai
Support Requests: support@elnora.ai
Security Issues: security@elnora.ai
SLA Remedy Requests: support@elnora.ai (Subject: "SLA Remedy Request")
General Inquiries: contact@elnora.ai