1. Overview
This Service Level Agreement ("SLA") is a policy governing the use of Assisters.io services ("Service") under the terms of the Assisters Terms of Service (the "Terms") between Assisters.io ("Assisters," "we," or "us") and users of the Assisters Max Plan ("Customer," "you," or "your").
This SLA applies only to the Max Plan and does not apply to Free, Plus, or Pro plans.
2. Service Commitment
Monthly Uptime Guarantee
Assisters commits to provide the Service with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle.
3. Service Credits
If Assisters fails to meet the Service Commitment, you may be eligible for Service Credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
4. Response Time Guarantees
Max Plan subscribers are entitled to dedicated support with guaranteed response times:
Service completely unavailable
1 hour
Major functionality impaired
4 hours
Minor functionality affected
8 hours
General questions or requests
24 hours
5. Performance Guarantees
<2s
Chat API Response
<500ms
Embed API Response
<1s
Dashboard API Response
Rate Limits
| Limit Type | Max Plan Allocation |
|---|---|
| API requests per minute | 1,000 |
| Concurrent connections | 100 |
| Tokens per month | 20,000,000 |
6. Data Protection & Security
Daily Backups
30-day retention with point-in-time recovery
End-to-End Encryption
TLS 1.3 in transit, AES-256 at rest
Security Audits
Regular penetration testing and audits
Incident Response
24-hour notification, 72-hour detailed report
Contact Information
SLA Inquiries
sla@assisters.ioMax Plan Support
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