Service Level Agreement

This SLA applies to Enterprise plans and to any plan where an Ariesnet agreement says it applies. Builder and Team plans are not covered by uptime credits.

Commitment. Monthly uptime of 99.9% for the CoreModels application, API, and MCP endpoint, measured per calendar month.

How we measure. Uptime = (minutes in the month − minutes of Downtime) ÷ minutes in the month. “Downtime” means the service returns errors or is unreachable for all users for more than 5 consecutive minutes, as recorded by our monitoring tools. until a status page is live, uptime reports are available on request.

What is not Downtime. Scheduled maintenance (announced at least 48 hours ahead, at most 4 hours per month, outside 09:00–18:00 US Central); rate-limit responses returned when a client exceeds the limits on the pricing page; problems caused by your network, your integrations, or third parties outside our control; force majeure; and beta or early-access features, which are labelled as such.

Credits.

Credits are your sole remedy for missed uptime, apply to future invoices, and must be requested within 30 days of the month in question.

Support response. Enterprise: priority queue, first response within 4 business hours (US Central), named contact for onboarding. Team: email, first response within 24 hours. Builder: email, first response within 2 business days.

Data durability. Customer Data is backed up daily;