Bonterms-derivative SLA. This Service Level Agreement substantially follows the Bonterms Cloud Service Level Agreement framework, adapted for a one-time deliverable. It is incorporated by reference into the Terms of Service and defines ElasticD3M, LLC's availability, delivery, and support commitments for the AIR™ (Automated Incident Response) engagement. AIR™ is a one-time purchase; there are no subscriptions, and this SLA contains no subscription uptime tiers or service credits.
1. Scope
This Service Level Agreement ("SLA") applies to the AIR™ one-time engagement sold at ai4air.pages.dev: the public site, the intake endpoint, and the generation and email delivery of the AIR™ deliverable. Because AIR™ is a one-time engagement and not a subscription, this SLA does not include recurring uptime percentages, deliverable cadences, or service-credit schedules.
2. Definitions
- "Site" means the public pages at ai4air.pages.dev, including the checkout entry points.
- "Intake Endpoint" means the hosted form and backend endpoint through which Customer submits its 16-question intake after purchase.
- "Deliverable" means the single PDF described in the Terms of Service: the incident response readiness assessment, incident response plan, scenario playbooks, regulatory notification matrix, tabletop exercise kit, and 30/60/90 remediation roadmap.
- "Business Day" means Monday through Friday, U.S. Central time, excluding U.S. federal holidays.
- "Excused Downtime" means unavailability caused by: (i) Customer's acts or omissions, (ii) failures of Customer's own systems or networks, (iii) failures of upstream third-party services beyond Provider's reasonable control (e.g., Cloudflare outages, Stripe outages, Anthropic outages, Resend outages), or (iv) force majeure events.
3. Site and Intake Availability
Provider will use commercially reasonable efforts to keep the Site and the Intake Endpoint available. Provider does not commit to a numeric uptime percentage for this one-time product. If the Intake Endpoint is unavailable when Customer attempts to submit, Customer may retry or email its intake answers to agents@ai4ciso.ai; the delivery commitment in Section 4 runs from Provider's receipt of a complete intake.
4. Delivery Commitment
The Deliverable is generated and emailed to the address Customer provides within hours of complete intake submission, and in any case within two (2) Business Days of complete intake submission. A submission is complete when all required intake questions have been answered. If Provider needs clarification on an intake answer, Provider will email Customer, and the period while Provider awaits Customer's response does not count toward the two-Business-Day commitment.
5. Support
Support is provided by email at agents@ai4ciso.ai. Provider targets a same-Business-Day response to support requests received during Business Days (U.S. Central time). Requests received outside Business Days are treated as received at the start of the next Business Day.
6. Scheduled Maintenance
Provider performs maintenance on the Site and backend as needed and uses commercially reasonable efforts to schedule it during off-peak hours (U.S. Central time). Maintenance does not suspend the delivery commitment in Section 4.
7. Exclusions
This SLA does not apply to unavailability or delay caused by:
- Customer's acts, omissions, or breaches of the Terms of Service or Acceptable Use Policy, including incomplete or inaccurate intake submissions.
- Failures of Customer's own email systems, spam filtering, or mailbox configuration that prevent or delay receipt of the Deliverable.
- Failures of upstream third-party services beyond Provider's reasonable control, including Cloudflare outages, Stripe outages, Anthropic outages, Resend outages, DNS failures, internet backbone outages, or denial-of-service attacks beyond reasonable mitigation.
- Force majeure events as defined in the Terms of Service.
8. Sole Remedy
If Provider fails to email the Deliverable within two (2) Business Days of complete intake submission, Customer's sole and exclusive remedy is the refund described in the Cancellation Policy: a full refund of the $1,495 fee on Customer's written request made before the Deliverable has been emailed. No service credits are offered under this SLA, and there is no subscription to credit.
9. Contact
Delivery status, support, or SLA questions: agents@ai4ciso.ai
Effective Date: June 12, 2026 · Version: 1.0 (Bonterms-derivative)