Bonterms-derivative SLA. This Service Level Agreement substantially follows the Bonterms Cloud Service Level Agreement framework, adapted for a one-time deliverable. It is incorporated by reference into the Terms of Service and defines ElasticD3M, LLC's availability, delivery, and support commitments for the AIR AI™ (Automated Incident Response) engagement. AIR AI™ is a one-time purchase; there are no subscriptions, and this SLA contains no subscription uptime tiers or service credits.
1. Scope
This Service Level Agreement ("SLA") applies to two distinct things, and says which is which, because an earlier version applied itself to both at once.
(a) AIR AI™, the automated incident response capability on this domain. AIR AI™ is deployed inside Customer's own accreditation boundary and is not operated by Provider, so Provider commits to no availability or uptime figure for it: there is no Provider-run service whose uptime could be measured, and any such number would be unverifiable by Customer and meaningless. Provider's commitments for an AIR AI™ engagement are the support responsiveness in Section 4 and whatever is set out in the written engagement agreement, which controls. AIR AI™ is in development and deployed in no customer environment; no service level is offered for it today.
(b) The public Site at ai4air.ai. Section 3 states Provider's target for the Site itself, which Provider does operate.
(c) The relocated preparedness product. The intake, generation and email-delivery commitments in this SLA belonged to the incident response readiness deliverable, which is sold at ai4ciso.ai/incident-response and no longer on this domain. They are retained below only for purchases made while it was sold here, and that site's own SLA governs any purchase made now.
2. Definitions
- "Site" means the public pages at ai4air.ai. There are no checkout entry points on this domain.
- "Intake Endpoint" means the hosted form and backend endpoint through which a purchaser of the relocated preparedness product submitted its intake. No intake endpoint is operated on this domain; the term is retained for the historical commitments in this SLA.
- "Deliverable" means the single PDF of the preparedness product now sold at ai4ciso.ai/incident-response: the incident response readiness assessment, incident response plan, scenario playbooks, regulatory notification matrix, tabletop exercise kit, and 30/60/90 remediation roadmap. AIR AI™ has no PDF deliverable.
- "Business Day" means Monday through Friday, U.S. Central time, excluding U.S. federal holidays.
- "Excused Downtime" means unavailability caused by: (i) Customer's acts or omissions, (ii) failures of Customer's own systems or networks, (iii) failures of upstream third-party services beyond Provider's reasonable control (e.g., Cloudflare outages, Stripe outages, Anthropic outages, Resend outages), or (iv) force majeure events.
3. Site and Intake Availability
Provider will use commercially reasonable efforts to keep the Site and the Intake Endpoint available. Provider does not commit to a numeric uptime percentage for this one-time product. If the Intake Endpoint is unavailable when Customer attempts to submit, Customer may retry or email its intake answers to support@ai4ciso.ai; the delivery commitment in Section 4 runs from Provider's receipt of a complete intake.
4. Delivery Commitment
The Deliverable is generated and emailed to the address Customer provides within hours of complete intake submission, and in any case within two (2) Business Days of complete intake submission. A submission is complete when all required intake questions have been answered. If Provider needs clarification on an intake answer, Provider will email Customer, and the period while Provider awaits Customer's response does not count toward the two-Business-Day commitment.
5. Support
Support is provided by email at support@ai4ciso.ai. Provider targets a same-Business-Day response to support requests received during Business Days (U.S. Central time). Requests received outside Business Days are treated as received at the start of the next Business Day.
6. Scheduled Maintenance
Provider performs maintenance on the Site and backend as needed and uses commercially reasonable efforts to schedule it during off-peak hours (U.S. Central time). Maintenance does not suspend the delivery commitment in Section 4.
7. Exclusions
This SLA does not apply to unavailability or delay caused by:
- Customer's acts, omissions, or breaches of the Terms of Service or Acceptable Use Policy, including incomplete or inaccurate intake submissions.
- Failures of Customer's own email systems, spam filtering, or mailbox configuration that prevent or delay receipt of the Deliverable.
- Failures of upstream third-party services beyond Provider's reasonable control, including Cloudflare outages, Stripe outages, Anthropic outages, Resend outages, DNS failures, internet backbone outages, or denial-of-service attacks beyond reasonable mitigation.
- Force majeure events as defined in the Terms of Service.
8. Sole Remedy
If Provider fails to email the Deliverable within two (2) Business Days of complete intake submission, Customer's sole and exclusive remedy is the refund described in the Cancellation Policy: a full refund of the fee paid for the tier purchased, on Customer's written request made before the Deliverable has been emailed. No service credits are offered under this SLA, and there is no subscription to credit.
9. Contact
Delivery status, support, or SLA questions: support@ai4ciso.ai
Effective Date: June 12, 2026 · Version: 1.0 (Bonterms-derivative)