Service Level Agreement (SLA)

1. Overview

This Service Level Agreement ("SLA") describes the uptime commitments, measurement methodology, and service credit remedies that Stone AI provides to eligible paid subscribers. This SLA is incorporated by reference into the Stone AI Terms of Service.

Stone AI's infrastructure combines local AI inference (on dedicated GPU hardware) with cloud AI fallback (Anthropic Claude), providing redundancy that most competitors in the AI SaaS space do not offer. This SLA formalizes our commitment to reliability.

2. Definitions

• "Downtime" means any period of five (5) or more consecutive minutes during which the Stone AI platform returns HTTP 5xx server errors or is completely unreachable, as measured by Stone AI's internal monitoring systems.
• "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus Downtime minutes, divided by the total number of minutes in that calendar month, multiplied by 100.
• "Measurement Period" means each calendar month (UTC).
• "Service Credit" means a percentage credit applied to the customer's next monthly billing cycle, calculated against the monthly subscription fee for the affected month.
• "Scheduled Maintenance" means planned maintenance for which Stone AI provides at least twenty-four (24) hours advance notice via email or in-app notification.

3. SLA Tiers

Service level commitments vary by subscription tier:

Free Tier: The Free tier is provided on a best-effort basis. Stone AI makes no uptime guarantees and offers no remedies for service interruptions on the Free tier.

Starter and Plus Tiers: These tiers receive an informational uptime target of 99.0% monthly uptime. This target reflects Stone AI's operational goal but does not entitle subscribers to service credits. Subscribers requiring uptime guarantees should upgrade to the Smart or Pro tier.

Enterprise Tier: Enterprise subscribers receive custom SLA terms negotiated as part of their enterprise agreement. Custom SLAs may include uptime targets up to 99.9%, dedicated infrastructure, and tailored remedies. Contact [email protected] for details.

4. Service Credit Schedule

The following service credits apply to Smart (Executive) and Pro (Reseller) tier subscribers only:

Credit Cap: Service credits shall not exceed fifty percent (50%) of the customer's monthly subscription fee for the affected Measurement Period.

5. How to Request Credits

To receive a service credit, the customer must submit a credit request to [email protected] within thirty (30) days of the end of the Measurement Period in which the Downtime occurred. The request must include:

• Your account email address
• The date(s) and approximate time(s) of the Downtime incident(s)
• A brief description of the impact experienced

Stone AI will verify the Downtime against its internal monitoring records. If confirmed, the service credit will be applied to your next billing cycle within fifteen (15) business days of approval. Credits are not transferable, not redeemable for cash, and do not carry over beyond one billing cycle.

6. Exclusions

The following events are excluded from Downtime calculations and do not qualify for service credits:

• Scheduled Maintenance. Planned maintenance for which Stone AI provides at least twenty-four (24) hours advance notice. Stone AI will make reasonable efforts to schedule maintenance during low-usage periods (typically 2:00 AM – 6:00 AM Eastern Time).
• Force Majeure. Events beyond Stone AI's reasonable control, including natural disasters, pandemics, acts of war or terrorism, government actions, internet backbone failures, or widespread power grid outages.
• Third-Party Service Outages. Disruptions caused by outages of third-party services including Anthropic (cloud AI provider), Clerk (authentication), Stripe (payments), Cloudflare (DNS/CDN), Neon (database hosting), or Vercel (application hosting).
• Customer-Caused Issues. Disruptions resulting from exceeding published rate limits, API abuse, account suspension due to Terms of Service violations, or issues with the customer's own network, device, or browser.
• Beta and Preview Features. Any features, agents, or services designated as "beta," "preview," "experimental," or "early access."
• Free Tier. The Free tier is not covered by this SLA.

7. Sole and Exclusive Remedy

Service credits as described in Section 4 are the customer's sole and exclusive remedy for any failure by Stone AI to meet the uptime targets described in this SLA. This SLA does not modify or supersede the limitation of liability provisions in the Stone AI Terms of Service.

8. Infrastructure and Redundancy

Stone AI's architecture is designed for resilience:

• Primary Inference: Local AI inference on dedicated GPU hardware, providing low-latency responses without dependence on external AI providers.
• Cloud Fallback: When local inference is unavailable or under heavy load, requests are automatically routed to Anthropic Claude (cloud AI), ensuring continued service availability.
• Global Distribution: Application hosted on Vercel's edge network with global distribution and Cloudflare DDoS protection.
• Data Resilience: Neon PostgreSQL with automated backups and point-in-time recovery.

This dual-inference architecture (local + cloud) provides a level of redundancy that most AI SaaS platforms in our competitive category do not offer.

9. Monitoring and Incident Response

Stone AI monitors service availability continuously. In the event of a service disruption, Stone AI will acknowledge the incident and begin investigation. Status updates will be communicated via email and/or in-app notification to affected subscribers. Post-incident summaries are available for qualifying Downtime events affecting Smart, Pro, and Enterprise subscribers upon request.

10. SLA Modifications

Stone AI reserves the right to modify this SLA at any time. Material changes will be communicated to eligible subscribers via email at least thirty (30) days before taking effect. Changes will not retroactively reduce credits already earned.

11. Contact

For SLA-related inquiries, credit requests, or enterprise SLA negotiations:

Stone AI LLC
4879 State Hwy 30, #183
Amsterdam, NY 12010
[email protected] | [email protected] | [email protected]