Service Level Agreement
What we commit to on availability and support, what happens when we miss it, and when a customer can walk away.
Last updated: 14 August 2026
Legal status of this page
This page is Exhibit C (Service Level Agreement and Support Terms) to the Master Subscription Agreement. It is contractually binding on Hesper and on any customer whose signed Order Form incorporates it, and creates no rights for any other person. Where an Order Form states a different uptime figure or support tier, the Order Form governs. No service level obligation exists without a signed Order Form.
01Uptime commitment
We use commercially reasonable efforts to make the Services available at least 99.5% of the time in each calendar month, unless a customer's order form states a different figure.
"Available" means the Services accept and respond to properly formed requests. "Downtime" means any period of five or more consecutive minutes during which they do not, as measured by our monitoring, which we make available to customers on request.
| Uptime | Permitted downtime per 30-day month |
|---|---|
| 99.0% | 7h 18m |
| 99.5% | 3h 39m |
| 99.9% | 43m 12s |
| 99.95% | 21m 36s |
02Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance in the agreed window, with at least 72 hours' notice, capped at 8 hours per calendar month in aggregate
- emergency maintenance to address a security vulnerability or imminent failure, with as much notice as circumstances permit
- the customer's own network, systems, equipment or third-party software
- the customer's breach of the agreement or Acceptable Use Policy, or use inconsistent with our documentation
- a permitted suspension
- failure of a third-party data source the customer directs us to query
- force majeure
- beta, preview and evaluation features
03Service credits
| Monthly uptime | Credit, as % of that month's subscription fee |
|---|---|
| 99.5% or above | None |
| 99.0% to below 99.5% | 5% |
| 98.0% to below 99.0% | 10% |
| 95.0% to below 98.0% | 20% |
| Below 95.0% | 30% |
Request a credit in writing to support@gethesperai.com within 30 days of the end of the affected month, with the dates, times and duration of the downtime. We respond within 15 business days. Total credits in any month will not exceed 30% of that month's subscription fee.
Service credits are the sole financial remedy for missing the uptime commitment - but that does not limit the termination right below, or any remedy for breach of another part of the agreement.
04Chronic failure
If monthly uptime falls below the commitment in any three months within a rolling six-month period, or below 95.0% in any single month, the customer may terminate the affected order form on 30 days' notice, receive a pro-rata refund of prepaid unused fees, and receive transition assistance - without penalty.
We include this because claims operations run to statutory deadlines. A vendor that is repeatedly unavailable is a regulatory problem for our customers, not just an inconvenience, and they should be able to leave.
05Support
Support is available by email to support@gethesperai.com and through the in-product channel. Premium tier adds a shared Slack or Teams channel and a named contact.
Standard hours are 09:00-18:00 US Eastern, Monday to Friday, excluding US federal holidays. P1 incidents are handled 24×7 on every tier.
| Severity | Definition | Initial response | Target workaround |
|---|---|---|---|
| P1 - Critical | Services wholly unavailable, a confirmed security incident, or complete failure of claim processing with no workaround | 1 hour, 24×7 | Continuous effort; status updates every 2 hours |
| P2 - High | Major function materially impaired, significant impact to claims operations, no reasonable workaround | 4 business hours | 2 business days |
| P3 - Medium | Function impaired with a reasonable workaround, limited operational impact | 1 business day | 10 business days |
| P4 - Low | Question, cosmetic issue, documentation or enhancement request | 2 business days | Next scheduled release |
These are targets for initial response, not resolution. We assign severity reasonably, and will not unreasonably refuse a customer's request to escalate.
Escalation: a P1 unresolved after 4 hours escalates to our engineering lead, after 12 hours to our CTO, after 24 hours to our CEO.
06Communication
We notify the customer's technical contact of P1 incidents affecting them within one hour of confirmation, and publish a post-incident review within five business days of resolution.
We will not reduce the uptime commitment or lengthen response targets during a subscription term.
Uptime and support tier for a given customer are set on their order form and take precedence over the defaults on this page.