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In Summary

This Service Level Agreement (SLA) describes the operational service objectives for the Anchor platform. It outlines availability targets, incident priorities, response objectives, maintenance practices, and customer responsibilities. Unless otherwise agreed in writing, this SLA is provided for informational purposes and does not create automatic service credit obligations.

Purpose
Scope
Service Availability
Planned Maintenance
Incident Severity Levels
Response Objectives
Customer Responsibilities
Third-Party Services
Exclusions
Changes
Contact
Related Documents

1. Purpose

This SLA explains the operational commitments Aurelo Technologies aims to meet while delivering the Anchor platform.

2. Scope

This SLA applies to the Anchor web platform and related customer-facing services operated by Aurelo Technologies.

3. Service Availability

Anchor has an operational objective of 99.9% monthly service availability.

This target excludes:

Planned maintenance
Force majeure events
Internet service disruptions outside Anchor's control
Third-party provider outages
Customer configuration issues

This availability target is an operational goal and not a contractual guarantee.

4. Planned Maintenance

Where practical, planned maintenance will be scheduled during periods of lower platform usage.

Maintenance may be required for:

Security updates
Infrastructure upgrades
Performance improvements
Bug fixes

5. Incident Severity Levels

Severity	Description	Example
Critical	Complete service outage	Platform unavailable
High	Major functionality unavailable	Login or ticketing failures
Medium	Partial degradation	Feature-specific issues
Low	Minor defects	Cosmetic or non-blocking issues