Plain English first: We deploy your AI Teammate in 5 days or less, keep it running, and fix problems fast. This document defines exactly what "fast" means for each plan — and what we owe you if we miss it.
1. Uptime Guarantees
Phosphoros guarantees the following monthly uptime for all managed AI services:
| Metric | Starter | Growth | Scale | Enterprise |
|---|
| Monthly Uptime | 99.5% | 99.9% | 99.95% | 99.99% |
| Max Downtime/Month | 3.6 hrs | 43 min | 21 min | 4.3 min |
| Planned Maintenance Window | Sundays 2:00–4:00 AM ET · 48hr notice via email |
"Downtime" means your AI Teammate is completely unavailable and not responding to any requests. Degraded performance (slower responses) does not count as downtime.
2. Deployment SLA — 5 Days or Less
We guarantee your first AI Teammate will be live within 5 business days of receiving your completed onboarding intake form and initial knowledge base documents.
- Day 1–2: Intake review, knowledge base ingestion, initial agent configuration
- Day 3–4: Training, testing, integration setup
- Day 5: Go-live, handoff session, and monitoring enabled
If we miss the 5-day deadline (excluding delays caused by incomplete client materials), you receive a full month's service credit — no questions asked.
3. Support Response Times
| Issue Severity | Starter | Growth | Scale | Enterprise |
|---|
| Critical (agent down) | 4 hours | 2 hours | 1 hour | 15 minutes |
| High (major degradation) | 12 hours | 6 hours | 2 hours | 1 hour |
| Medium (minor issues) | 48 hours | 24 hours | 8 hours | 4 hours |
| Low (questions, updates) | 5 days | 3 days | 1 day | 4 hours |
Response times are measured from the time you submit a support request via email (all plans) or Slack (Scale/Enterprise). Hours are business hours (9 AM–6 PM ET, Mon–Fri) for Starter/Growth. Scale and Enterprise receive 24/7 coverage for Critical and High severity.
4. Support Channels
| Channel | Starter | Growth | Scale | Enterprise |
|---|
| Email support | ✓ | ✓ | ✓ | ✓ |
| Live chat | — | ✓ | ✓ | ✓ |
| Dedicated Slack channel | — | — | ✓ | ✓ |
| Phone / video call | — | — | ✓ | ✓ |
| Dedicated AI Architect | — | — | — | ✓ |
| 24/7 critical coverage | — | — | ✓ | ✓ |
5. Service Credits
If Phosphoros fails to meet the uptime SLA in any calendar month, you are eligible for a service credit applied to your next invoice:
| Uptime Achieved | Service Credit |
|---|
| 99.0% – below SLA target | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
| 5-day deployment missed | 100% of first month's fee |
Credits are applied automatically — you don't need to request them. Credits are your sole remedy for SLA failures and do not entitle you to a cash refund.
6. Overage Policy
If your usage exceeds your plan's monthly invocation limit, overage charges apply at the following rates:
- Overage charges are capped at 50% of your monthly plan fee
- You'll receive an email alert at 80% of your invocation limit
- You may upgrade your plan at any time to avoid overages
- Overage rate: $0.004 per invocation above your plan limit
7. Data & Security
- All data is encrypted in transit (TLS 1.3) and at rest (AES-256)
- Your knowledge base documents are stored in isolated, customer-specific environments
- We do not use your data to train our models or share it with third parties
- AI API calls are routed through Phosphoros infrastructure — your data never touches OpenAI/Anthropic directly
- Data deletion upon cancellation: completed within 30 days of request
- SOC 2 Type II certification targeted Q4 2026
8. Cancellation & Refunds
- Month-to-month plans: Cancel anytime. Your service runs through the end of the billing period. No cancellation fees.
- Annual plans: Cancel within 30 days for a prorated refund. After 30 days, no refunds but service continues through the contract term.
- Setup fees: Non-refundable once onboarding has begun (Day 1).
- 30-day satisfaction guarantee: If your AI Teammate doesn't perform as described after 30 days of live operation, we'll either fix it at no charge or refund your first month's subscription fee.
Our 30-Day Guarantee
If your AI Teammate isn't performing as described within the first 30 days of going live — we fix it at no charge, or we refund your first month. No gotchas. We're confident enough in our work to put it in writing.
9. Exclusions
The following are excluded from SLA calculations:
- Planned maintenance windows (48hr notice provided)
- Force majeure events (natural disasters, infrastructure outages beyond our control)
- Downtime caused by client-side configuration changes made without Phosphoros involvement
- Third-party service outages (OpenAI, Anthropic, AWS) that affect our infrastructure
- Suspension due to non-payment
10. Contact & Escalation
- General support: [email protected]
- Billing issues: [email protected]
- SLA credit claims: Email with subject "SLA Credit Request — [Month]"
- Emergency (Scale/Enterprise): Your dedicated Slack channel or AI Architect's direct line
This SLA is incorporated by reference into the Phosphoros Terms of Service. Phosphoros reserves the right to update this SLA with 30 days' notice. Continued use of the service after notice constitutes acceptance. Questions? [email protected]