1. Availability
99.9% monthly uptime target for the production API service (api.audact.ai), measured per calendar month, excluding scheduled maintenance windows announced at least 72 hours in advance.
2. Incident response
- Critical (P1), production-impacting outage or compliance-evidence failure: 1-hour response, continuous status updates
- High (P2), degraded service: 4-hour response, daily updates
- Medium / Low: next business day, weekly updates
3. Compliance reporting
Audact does not put a reporting cadence in a contract for an artefact it has not tested end to end. The monthly compliance report is therefore not a commitment under this SLA; the package is not in the offer and is Under validation. The production export it would be built from worked when it was retested on 26 August 2026 after the deploy (measured on browser calls rather than over a telephone line); the report that would be assembled from it has not been tested end to end.
What stands today is unaffected by that. A compliance receipt is visible in the product for governed interactions, and the availability and incident-response commitments in sections 1, 2 and 4 apply in full. This section returns with a cadence, a scope and a delivery window once the export is proven — the current status is on the Evidence Vault API page.
4. Service credits
Where the 99.9% target is missed, service credits are applied against the next invoice on the monthly availability measured under section 1: 10% where it is below 99.9% but at least 99.0%; 25% where it is below 99.0% but at least 95.0%; 50% where it is below 95.0%. Service credits are the sole financial compensation for availability shortfalls; no further financial claim arises from a missed availability target.
Service credits under this SLA attach to the availability target in section 1, and to nothing else. The four kinds of miss defined in section 5 do not carry a service credit unless one is agreed in the signed order form.
5. Missed outcomes, defined
Availability is the only outcome this SLA prices. The four below are defined here so that both parties name the same event the same way when it happens. A shared definition before the incident is worth more than a number invented after it.
What this section does and does not do. It defines. It does not create an entitlement: the consequence attached to each case, whether that is reporting, correction, a credit, or none, is agreed per customer in the signed order form, because it depends on the action class involved. An outbound sales promise and a diary appointment do not carry the same consequence, and Audact does not claim a single product setting that decides it.
- Disclosure miss. The disclosure required under Article 50(1) was not released, or not released correctly, on an interaction that needed it.
- Gate miss. An output that exceeded the configured mandate ceiling, or fell outside the configured scope, was nevertheless released.
- Evidence gap. An in-scope event completed without a complete receipt.
- Handover miss. An escalation to a human was not picked up within the window agreed for that deployment.
Section 2 already treats a compliance-evidence failure as a P1 incident, with a one-hour response. That is a response commitment and it applies today; it is not a financial one.
Version history
Last amended on 27 August 2026. Earlier versions of this document are available on request.
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