Aragora Service Level Agreement (SLA)
This Service Level Agreement ("SLA") describes the service availability commitments and support terms for Aragora platform services.
1. Definitions
- "Monthly Uptime Percentage": Total minutes in a month minus minutes of Downtime, divided by total minutes in a month.
- "Downtime": Period where the Aragora API returns 5xx errors for more than 5 consecutive minutes, excluding scheduled maintenance.
- "Scheduled Maintenance": Planned maintenance announced at least 72 hours in advance.
- "Credits": Service credits applied to future invoices as compensation for SLA breaches.
2. Service Tiers
| Feature | Standard | Professional | Enterprise |
|---|---|---|---|
| Uptime SLA | 99.5% | 99.9% | 99.95% |
| Support Hours | Business hours | Extended (16x5) | 24x7x365 |
| Response Time (P1) | 4 hours | 1 hour | 15 minutes |
| Response Time (P2) | 8 hours | 4 hours | 1 hour |
| Response Time (P3) | 2 business days | 1 business day | 4 hours |
| Dedicated Support | No | Shared | Named CSM |
| Custom Integrations | No | Limited | Full |
| SLA Credits | No | Yes | Yes |
| Error Budget Dashboard | No | Yes | Yes |
3. Uptime Commitment
3.1 Monthly Uptime Targets
| Tier | Monthly Uptime | Permitted Downtime |
|---|---|---|
| Standard | 99.5% | 3 hours 36 minutes |
| Professional | 99.9% | 43 minutes |
| Enterprise | 99.95% | 21 minutes |
3.2 Service Credit Schedule
If Aragora fails to meet the Monthly Uptime Percentage, eligible customers receive service credits:
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| 90.0% - 95.0% | 50% |
| Below 90.0% | 100% |
Maximum Credit: Total service credits cannot exceed 100% of monthly fees.
4. Performance Targets
4.1 API Latency
| Endpoint Category | P50 | P95 | P99 |
|---|---|---|---|
| Debate Creation | 50ms | 200ms | 500ms |
| Debate Retrieval | 10ms | 50ms | 100ms |
| Document Processing | 100ms | 300ms | 1000ms |
| WebSocket Messages | 5ms | 20ms | 50ms |
4.2 Debate Completion
| Debate Type | P50 | P95 |
|---|---|---|
| Standard (3 agents) | 8s | 20s |
| Extended (5+ agents) | 15s | 45s |
| Complex (10+ rounds) | 30s | 90s |
Note: Debate completion times depend on LLM provider response times and are best-effort targets.
4.3 Webhook Delivery
| Metric | Target |
|---|---|
| Delivery Latency (P99) | < 5 seconds |
| Delivery Success Rate | 99.9% |
| Retry Attempts | 3 (with exponential backoff) |
4.4 Error Rates
| Service | Target | Maximum |
|---|---|---|
| API Error Rate | < 0.5% | < 1.0% |
| WebSocket Error Rate | < 1.0% | < 2.0% |
| Background Job Failure | < 0.1% | < 0.5% |
5. Support Response Times
5.1 Priority Definitions
| Priority | Description | Examples |
|---|---|---|
| P1 - Critical | Complete service outage, data loss risk | API unavailable, database corruption |
| P2 - High | Major feature unavailable, severe degradation | Debates failing, auth broken |
| P3 - Medium | Feature impaired, workaround available | Slow performance, UI issues |
| P4 - Low | Minor issue, cosmetic, feature request | Documentation, enhancement |
5.2 Response and Resolution Targets
| Priority | First Response | Status Update | Target Resolution |
|---|---|---|---|
| P1 | Per tier SLA | Every 30 min | 4 hours |
| P2 | Per tier SLA | Every 2 hours | 8 hours |
| P3 | Per tier SLA | Daily | 5 business days |
| P4 | 2 business days | Weekly | Best effort |
6. Maintenance Windows
6.1 Scheduled Maintenance
- Notification: At least 72 hours advance notice
- Preferred Window: Sundays 02:00-06:00 UTC
- Frequency: No more than once per month for major maintenance
- Duration: Maximum 4 hours per maintenance window
6.2 Emergency Maintenance
- Notification: As soon as reasonably possible
- Scope: Security patches, critical fixes only
- Post-Incident: Root cause analysis within 48 hours
7. Exclusions
The SLA does not apply to:
- Force Majeure: Events beyond reasonable control
- Customer Actions: Misconfiguration, abuse, or unauthorized access
- Third-Party Services: LLM provider outages, cloud infrastructure failures
- Beta Features: Features explicitly marked as beta or preview
- Free Tier: SLA applies only to paid subscriptions
- API Abuse: Requests exceeding rate limits or terms of service
8. Claiming Credits
8.1 Process
- Submit claim within 30 days of incident
- Include: Account ID, incident date/time, description
- Submit to: [email protected] or via support portal
8.2 Verification
- Aragora will verify claims against monitoring data
- Response within 10 business days
- Credits applied to next invoice cycle
9. Monitoring and Reporting
9.1 Status Page
Real-time service status available at: status.aragora.ai
9.2 Monthly Reports (Enterprise)
- Uptime metrics and trend analysis
- Incident summaries
- Performance against SLO targets
- Error budget consumption
9.3 Prometheus SLO Recording Rules
Enterprise customers receive access to SLO metrics:
# API Availability
- record: slo:api:availability:ratio
expr: sum(rate(http_requests_total{status!~"5.."}[5m])) / sum(rate(http_requests_total[5m]))
# API Latency P99
- record: slo:api:latency:p99
expr: histogram_quantile(0.99, sum(rate(http_request_duration_seconds_bucket[5m])) by (le))
# Webhook Delivery Latency P99
- record: slo:webhook:delivery:latency:p99
expr: histogram_quantile(0.99, sum(rate(webhook_delivery_seconds_bucket[5m])) by (le))
# Debate Completion P95
- record: slo:debate:completion:p95
expr: histogram_quantile(0.95, sum(rate(debate_completion_seconds_bucket[5m])) by (le))
10. Contact Information
| Channel | Contact | Availability |
|---|---|---|
| Support Portal | support.aragora.ai | 24/7 |
| [email protected] | Per tier | |
| Phone (Enterprise) | Dedicated line | 24/7 |
| Slack (Enterprise) | Dedicated channel | 24/7 |
11. SLA Revision
This SLA may be updated with 30 days notice. Current version is always available at docs.aragora.ai/sla.
Effective Date: January 28, 2026
Version: 1.0.0
Last Updated: January 28, 2026