Service Level Agreement (SLA)
Last updated: 2026-05-14
Uptime targets, response times, backups, recovery objectives and service credits for AssayCore SaaS and Managed Subscription customers.
1. Scope
This Service Level Agreement (SLA) applies to the AssayCore SaaS deployments and Managed Subscription engagements. It does not apply to self-hosted (on-customer-infrastructure) deployments where uptime is governed by the customer's own operations team; for those, the Standard or Enterprise Support tier defines response-time commitments only. Defined terms used in this SLA have the meanings given in the Terms & Conditions and the order form.
2. Service availability target
AssayCore targets 99.9 % monthly uptime for the production application plane (web UI, REST API, authentication). Planned maintenance windows are not counted against uptime when announced at least 72 hours in advance and limited to a maximum of 4 hours per calendar month outside Argentine business hours (08:00–20:00 ART, Monday–Friday). The ML inference service is offered with a 99.5 % target on a best-effort basis; ML downtime does not block the core LIMS workflow because the LIMS gracefully degrades to non-ML behaviour.
3. Measurement
Availability is measured externally via independent uptime monitoring (BetterStack or equivalent) at 30-second intervals against the public health-check endpoints. Monthly uptime = (total minutes in the month − downtime minutes) ÷ total minutes × 100, rounded to two decimals. Downtime is the cumulative duration during which the health endpoint returns 5xx for ≥ 60 consecutive seconds.
4. Service credits
If monthly uptime falls below the target, the customer is entitled to a service credit applied to the next subscription invoice: 99.0–99.9 % → 10 % credit, 95.0–98.9 % → 25 % credit, below 95.0 % → 50 % credit. Service credits are the customer's sole and exclusive remedy for failure to meet the availability target and require a written claim within 30 days of the affected month, submitted to billing@assaycore.pro with the affected windows.
5. Incident severity and response times
Severity P1 (Critical) — production unavailable, no workaround, data integrity at risk. Response within 30 minutes 24×7 for Enterprise tier, within 4 hours business hours for Standard tier. Severity P2 (High) — major function impaired with workaround. Response within 4 hours (Enterprise) or 1 business day (Standard). Severity P3 (Medium) — non-critical issue. Response within 1 business day (Enterprise) or 3 business days (Standard). Severity P4 (Low) — cosmetic / how-to. Response within 5 business days. Response time means a human acknowledgement and a triage plan, not a resolution.
6. Backups and recovery objectives
Recovery Point Objective (RPO): 4 hours. Production databases are backed up to an encrypted offsite store at least every 4 hours during operating hours and at end-of-day. Recovery Time Objective (RTO): 8 hours for catastrophic infrastructure failure on a clean replacement environment. Point-in-time recovery is offered as standard within the prior 30 days.
7. Exclusions
The SLA does not apply to outages caused by: (a) factors outside AssayCore's reasonable control (force majeure, internet backbone failures, undersea-cable cuts), (b) actions or omissions of the customer (misconfiguration of customer-controlled identity provider, IP allowlists, etc.), (c) third-party services not contracted by AssayCore (customer's analyzers, customer's internal LDAP), (d) beta, preview or trial features expressly designated as such.
8. Status page and post-incident review
Live status, current incidents and historical uptime are published at status.assaycore.pro. For any P1 incident or any incident lasting more than 60 minutes, AssayCore publishes a written post-incident review within 5 business days covering timeline, root cause, customer impact, and remediation steps.
9. Support hours and channels
Standard support tier: business hours 09:00–18:00 ART, Monday–Friday, via email (support@assaycore.pro) and the customer portal. Enterprise support tier: 24×7 for P1 via dedicated Slack-Connect channel or PagerDuty bridge, plus business hours for P2–P4. Initial onboarding includes one named customer-success contact for the first 90 days.
10. Changes to this SLA
AssayCore may update this SLA at most once every 12 months. Changes apply at the next renewal and do not reduce the availability target or response-time commitments below the levels in the order form during the current contract term.
Live status and historical uptime: status.assaycore.pro. SLA exhibits for enterprise contracts are issued on request.