ETHRAEON SLA
Constitutional runtime and evidence control layer - service commitments.
Article 1 - Service Tiers
ETHRAEON Systems offers four service tiers for constitutional runtime and governed AI infrastructure services. The applicable tier is specified in the Statement of Work.
- Standard deployment
- EUDS design system access
- Governance templates
- Documentation access
- Community support
- Enhanced monitoring
- PRAXIS-1 runtime
- Evidence Store
- T5-RIGID stack
- Dedicated support
- Full operator console
- Custom governance policies
- Dedicated architect
- Full audit trail
- RCA on P0/P1
- Direct AC-1 escalation
- On-premise deployment
- Full source access
- Air-gapped capable
- Constitutional customization
Measurement Period
Uptime is measured monthly (calendar month). Scheduled maintenance windows are excluded from uptime calculations per Article 5.1. Cloudflare platform-level outages are force majeure events and do not count against uptime commitments.
Article 2 - Service Availability
Cloudflare Infrastructure
Core service delivery runs on Cloudflare infrastructure (Workers, Pages, D1, KV, R2). ETHRAEON's availability commitment is subject to Cloudflare's own SLAs for the underlying infrastructure.
VPS Infrastructure
Supplementary services (including certain backend services at 89.147.111.128) may have separate availability targets specified in the applicable Statement of Work.
Control Tower Monitoring
ETHRAEON operates a Control Tower monitoring system providing 45-second deterministic sovereign poll cycles, real-time surface health status, evidence chain verification, and operator console access. Availability at ethraeon.ai/cockpit.
Article 3 - Monitoring and Reporting
| Report Type | T1 Core | T2 Professional | T3 Enterprise | T4 Sovereign |
|---|---|---|---|---|
| Monthly availability report | — | — | Within 10 business days | Within 5 business days |
| Incident notification | Within 48h | Within 24h | Within 4h | Within 1h |
| Root cause analysis | — | P0 only, 7 days | P0+P1, 5 days | P0+P1, 3 days |
| Governance summary | — | — | Quarterly | Monthly |
Article 4 - Incident Management
Severity Classification
| Priority | Description | T3 Enterprise | T4 Sovereign |
|---|---|---|---|
| P0 Critical | Complete service outage / constitutional runtime halt | 8 hours | 4 hours |
| P1 High | Major functionality impaired / governance verification failure | 24 hours | 24 hours |
| P2 Medium | Minor functionality impaired / evidence chain anomaly | 72 hours | 72 hours |
| P3 Low | Cosmetic or documentation issue | 2 weeks | 2 weeks |
Escalation Path
P0 and P1 incidents escalate to AC-1 oversight within the target resolution window. FORGE 0768 agents handle mechanical incident response. AC-1 reviews all P0 incidents.
Root Cause Analysis
For P0 and P1 incidents on T3/T4 tiers, ETHRAEON will provide a root cause analysis within 5 business days of resolution, including timeline, contributing factors, and remediation steps taken.
Article 5 - Change Management
Scheduled Maintenance
ETHRAEON will provide at least 48 hours advance notice for planned maintenance windows that may affect service availability. Scheduled maintenance windows are excluded from uptime calculations.
Emergency Changes
Emergency changes to address security vulnerabilities or prevent data loss may be made without prior notice but will be communicated as soon as practicable.
Deployment Governance
All production deployments are governed by FORGE 0768 protocols:
Article 6 - Data and Evidence
Evidence Chain
ETHRAEON maintains an immutable evidence chain (chain root: 687e0c0f | FORGE 0768) for all significant operational events. Evidence files are stored in R2 (ethraeon-evidence) and verifiable at verify.ethraeon.ai.
Data Retention
Operational data, logs, and evidence receipts are retained for a minimum of 7 years unless longer retention is required by applicable law or the applicable Statement of Work.
Data Security
Article 7 - Service Credits
If ETHRAEON fails to meet the applicable uptime target in a given calendar month, Client is eligible for service credits. Credits must be claimed within 30 days of the affected month and are applied to future invoices. Credits are the sole remedy for service availability failures.
| Actual Uptime | Credit (% of monthly fees) |
|---|---|
| 98.0% to applicable tier target (not met) | 10% |
| 95.0% to 97.99% | 25% |
| Below 95.0% | 50% |
Credit Exclusions
Service credits do not apply to downtime caused by: Cloudflare platform outages, Client actions or Client infrastructure, force majeure events, or scheduled maintenance windows.
Article 8 - Intellectual Property
All services and infrastructure described in this SLA utilize ETHRAEON's proprietary technology including:
All technology is protected under Schedule A+ Enhanced IP Firewall. Client's use of services does not grant any rights to underlying technology. Ruled by Ruling 1: irrevocable, everywhere, no exception.
Governance Discipline
All service commitments are enforced through T5-RIGID governance: fail-closed, evidence-required, no silent drift. The constitutional runtime layer operates above the SLA tier - sovereignty constraints are inviolable regardless of tier. No service agreement supersedes Ruling 1 or the AC-1 authority hierarchy. Chain root: 687e0c0f. CALIFORNIUM: 1.000.