Service Level
Agreement.
Our service commitment, without embellishment: a 99.5% monthly availability objective for all plans, email support during European business hours (with priority for Enterprise) and a live status page. Aitamit is a new product: we publish objectives, not a track record that does not exist yet.
How we measure availability
Availability is measured monthly as the percentage of time during which the API and the web console respond correctly. We exclude from the calculation: scheduled maintenance windows notified in advance, demonstrable force majeure and customer-attributable causes (misconfiguration on their side, issues in their own network). We include any unscheduled interruption of our platform.
The platform status can be checked live at https://aitamit.com/status. Aitamit is a new product: we do not publish historical metrics yet because there are no long series to show, and we prefer not to invent them. As we accumulate operating history we will expand the information we publish.
Support is provided by email at soporte@aitamit.com, during European business hours. Enterprise customers have priority in the support queue. We do not offer phone support or 24x7 on-call, and we prefer to say so clearly rather than promise a service we cannot sustain.
What we commit to
Availability — 99.5% monthly objective
The same objective for all plans. The platform runs on IONOS VPS in Germany (EU), managed by European Digital Stores SL, deployed with Docker Compose. Every unscheduled interruption counts against the objective.
Email support
soporte@aitamit.com, during European business hours. Enterprise customers get priority support. No phone, no 24x7 on-call: what we offer is what we can genuinely sustain.
Maintenance windows
Scheduled maintenance is notified in advance by email and on the status page, and planned outside European business hours whenever possible. It is excluded from the availability calculation. Urgent maintenance is communicated as soon as it is known.
Backups and continuity
Hot replica on a mirror VPS in the EU synchronised every 15 minutes, plus a nightly encrypted off-site backup on EDS’s own infrastructure. No contractual RTO/RPO per plan: we publish how we protect the data, not recovery figures we cannot contractually guarantee.
Live status page
https://aitamit.com/status shows the current status of the platform. Any relevant incident is communicated there and by email to affected customers.
If we fall short
There are no automatic invoice credits. If we miss the objective in a given month, you will see it on the status page and we will address it with you directly through support. You do not waive any general legal rights.
Enterprise and specific needs
The availability objective is the same for all plans: 99.5% monthly. What sets Enterprise apart is priority support. If your organisation needs specific service terms, write to us and we will assess them case by case; we would rather negotiate on real facts than publish tables of commitments nobody measures. The platform’s sub-processors are IONOS SE (Germany, hosting), Stripe (US, payments, with SCCs) and Anthropic (US, optional AI assistant, with SCCs); email and backups rely on EDS’s own infrastructure in the EU.
- Single objective: 99.5% monthly availability across all plans
- Live status at https://aitamit.com/status
- Replica every 15 minutes + nightly encrypted off-site backup
- Email support during European business hours; Enterprise with priority
- No fine print: no invented track record, no compensations that do not exist
SLA questions
How do I verify the service status?
Does the SLA also cover sub-processors?
Are there automatic compensations if you fall short?
Does Enterprise have a different SLA?
Check the service status
The status page shows live how the platform is doing right now: https://aitamit.com/status.