Draft pending counsel sign-off. The operative body of this SLA is a published standard form, the Bonterms Service Level Agreement v1.0, which we incorporate by reference and do not edit. The SLA Key Terms in Section 2, including the sole-remedy paragraph, and the Support Policy in Section 3 are ElasticD3M's own and are pending sign-off by counsel. Questions: legal@elasticd3m.com.
1. What this SLA consists of
ElasticD3M, LLC's service levels for Enclave AI™ are the Bonterms Service Level Agreement v1.0 (the "Bonterms SLA"), published by Bonterms and incorporated here by reference, with the SLA Key Terms in Section 2 in place of the Bonterms SLA's own Key Terms Chart. It is an Attachment to our Terms of Service, which incorporate the Bonterms Standard Online Cloud Terms v1.0; capitalized terms not defined in the Bonterms SLA take their meanings from those Terms. Bonterms publishes this SLA as an Attachment to its Cloud Terms, and we use it with the Online Cloud Terms.
In short, the Bonterms SLA provides: commercially reasonable efforts to meet Target Availability (Section 1); uptime reports on request (Section 2); a Service Credit on the next invoice if Customer asks within 30 days after the month ends, with no cash refund for unused credits (Section 3); a right to terminate with a refund of prepaid, unused fees after Multiple Failures (Section 4); and Service Credits and that termination right as the exclusive remedies for missing Target Availability (Section 5).
The Bonterms SLA is © 2022 Bonterms, Inc. and published under the Creative Commons Attribution 4.0 International licence (CC BY 4.0). ElasticD3M is not affiliated with or endorsed by Bonterms, and the SLA Key Terms and Support Policy below are ours, not Bonterms'.
2. SLA Key Terms
These apply to every paid Enclave AI™ subscription. The one-time Level 1 and Level 2 Readiness Snapshots are single deliveries, not subscriptions, and are covered by the Refund Policy instead. The public marketing site at ai4cmmc.ai, the free gap check and every other surface offered without charge are Trials and Betas under Section 18 of the Standard Terms, which carry no SLA.
| Key Term | Value |
|---|---|
| Cloud Service measured | The Customer workspace and API at platform.ai4cmmc.ai. |
| Target Availability | 99.5% Monthly Uptime Percentage, for every subscription tier. |
| Credit Tier 1 | 99.00% to 99.49%: 5% of monthly fees |
| Credit Tier 2 | 97.00% to 98.99%: 20% of monthly fees |
| Credit Tier 3 | 95.00% to 96.99%: 35% of monthly fees |
| Credit Tier 4 | Below 95.00%: 50% of monthly fees |
| Monthly fees, annual billing | One twelfth of the annual fee. |
| Multiple Failures | Target Availability is not met for 2 consecutive months or any 3 months in a rolling 12-month period (the Bonterms default). |
| Maintenance Procedures | None are posted. Provider schedules no standing maintenance window, so only reasonable emergency maintenance is excluded from an Outage. |
| Credit requests and uptime reports | By written notice to legal@elasticd3m.com, the Agreement’s notice address. |
Availability only. This SLA measures whether the Cloud Service is reachable and operating. It is not a commitment about the accuracy, completeness, or currency of any deliverable the Cloud Service produces, and no Service Credit is available for a deliverable Customer believes to be wrong. Output accuracy is addressed in Section 4 of the Terms of Service.
Sole remedy, inside the cap. Service Credits are Customer's sole and exclusive remedy for any failure to meet Target Availability, and Customer waives any other claim arising from unavailability of the Cloud Service. Customer's only other right is to terminate after Multiple Failures under Section 4 of the Bonterms SLA, with its refund of prepaid, unused fees. Target Availability is a service commitment, not a warranty (Section 5.1 of the Terms of Service). Nothing in this SLA increases Provider's liability beyond the single cap in Section 5.2 of the Terms of Service, which supersedes Section 14 of the Standard Terms, and every Service Credit and every refund under this SLA counts against that cap.
3. Support Policy
This Support Policy is ElasticD3M's own and is an Attachment to the Terms of Service under Section 5.1 of the Standard Terms. Bonterms publishes an example support policy, not a standard form. Support is self-service: the help page at ai4cmmc.ai/help covers the links for a purchase, order status, document downloads and copies, billing and cancellation, refund requests and team sign-in. This Support Policy sets no response time for email. Written notices under the Agreement go to legal@elasticd3m.com. The delivery cycle is how often each tier's documents are rebuilt and delivered; connected sources are re-scanned about every seven days on every tier.
| Tier | Delivery cycle |
|---|---|
| Level 1 Starter (Level 1 checkout not open yet) | 30-day Level 1 cycle |
| Standing ($695/mo) | 90-day cycle deliverables, email notifications |
| Garrison ($1,495/mo) | 60-day cycle deliverables, email notifications |
| Sentinel ($995/mo) | 30-day cycle deliverables, email notifications |
| Standard ($2,495/mo) | 30-day cycle deliverables, email notifications |
| Fortress ($4,995/mo) | Everything in Standard plus an accelerated 14-day deliverable cadence |
| Sovereign ($12,495/mo) | Everything in Fortress’s artifact set, applied per entity across up to 10 CUI entities on a 14-day per-entity deliverable cadence |
Under Section 19.6 of the Standard Terms, Provider may update this Support Policy or the SLA Key Terms on notice when features or practices change. An update cannot apply to a past period or materially reduce what Provider owes Customer during a Subscription Term.
4. Contact
Links, order status, downloads, billing and refund requests: ai4cmmc.ai/help.
Service Credit requests, uptime report requests and notices under this SLA: written notice to legal@elasticd3m.com.
Effective Date: September 25, 2026 · Version: 2.1 · Operative body: Bonterms Service Level Agreement v1.0, by reference
Replaces all prior versions of the Service Level Agreement published at ai4cmmc.ai before this date.