Aetherya

Service Level Agreement

Last updated: September 20, 2026 · Effective: September 20, 2026

This Service Level Agreement sets out the availability commitment, support response times and service credits that apply to paid Aetherya subscriptions. It forms part of, and is incorporated into, our Terms of Service.

1. Scope

This SLA applies between Aetherya SRL (“Aetherya”) and customers on a paid subscription. It covers the Aetherya dashboard at app.aetherya.ai and the Aetherya API at api.aetherya.ai. It does not apply to free plans, trial accounts, beta or preview features, or to the public website.

2. Availability commitment

  • •Aetherya will make the dashboard and API available at least 99.5% of the time in each calendar month.
  • •Availability is measured from the platform’s own readiness endpoint (/api/readyz), sampled at least once per minute. A minute counts as unavailable when the endpoint fails for that whole minute. The current result of that endpoint is published on our status page.
  • •Excluded from the measurement: scheduled maintenance announced at least 48 hours in advance; emergency security patching; failures caused by the Customer’s own configuration, integrations or network; failures of third-party services the Customer directs us to call; and force majeure.
  • •Individual simulation runs are queued work, not a synchronous request. A run that is queued and completes within its stated window is available service even where a single job is retried.

3. Maintenance

Scheduled maintenance is announced at least 48 hours in advance on the status page and by email to the organization owner. We target maintenance windows outside 09:00–18:00 EET on business days. Emergency security patching may be applied without notice; we will publish what happened afterwards.

4. Support

  • •Support hours are 09:00–18:00 EET, Monday to Friday, excluding Romanian public holidays. Requests go to contact@aetherya.ai.
  • •P1 — service unavailable or unusable for the whole organization. First response within 4 business hours, then continuous effort during support hours until a workaround or fix.
  • •P2 — a major feature is impaired, with a workaround. First response by the next business day.
  • •P3 — everything else, including questions and feature requests. Best effort, typically within three business days.
  • •Response time means a substantive human reply, not an automated acknowledgement. Aetherya sets the initial severity and will discuss it with the Customer on request.

5. Service credits

Where monthly availability falls below the commitment, the Customer may claim a credit against the following month’s subscription fee:

  • •below 99.5% — 5% of the monthly fee;
  • •below 99.0% — 10% of the monthly fee;
  • •below 98.0% — 25% of the monthly fee.

Credits are the Customer’s sole and exclusive remedy for a failure to meet the availability commitment. A claim must be made in writing within 30 days of the end of the affected month and must identify the affected periods. Credits are applied to future invoices and are not refundable in cash.

6. Incident communication

Incidents affecting availability are posted on the status page and, for P1 incidents, emailed to the organization owner. For a P1 we publish a written summary — what happened, what was affected, and what changed as a result — within five business days of resolution.

7. Data residency, backups and retention

  • •Customer data is stored in the European Union (Azure North Europe). Subprocessors and transfer safeguards are listed in the Data Processing Agreement.
  • •The primary database supports point-in-time recovery for 7 days.
  • •Organization audit logs are retained for the life of the organization and can be exported as CSV by an organization owner or admin at any time.

8. Security posture and certifications

Our current technical and organizational measures are described on the security page and in the DPA. To be explicit about what we do not yet hold: Aetherya is not SOC 2 certified and has not completed a third-party penetration test. We will state it here when that changes. Customers requiring either before contracting should raise it during procurement.

9. Changes to this SLA

Aetherya may update this SLA. Where a change materially reduces the commitments above, we will give at least 30 days’ notice by email to the organization owner, and the change will not apply before the end of the Customer’s current subscription term. Questions: contact@aetherya.ai.