Last Updated: July 28, 2026 Applies to: Pro and Enterprise plan subscribers
This Service Level Agreement ("SLA") describes AIZA's commitments regarding platform availability, performance, incident response, and the remedies available to subscribers when those commitments are not met.
Free plan users are not covered by this SLA but benefit from the same infrastructure on a best-efforts basis.
| Plan | Monthly Uptime Target | Downtime Allowance/Month |
|---|---|---|
| Pro | 99.5% | ~3.6 hours |
| Enterprise | 99.9% | ~43 minutes |
"Uptime" means the Service is accessible and scan submissions are being processed. Uptime is measured monthly, excluding scheduled maintenance windows.
The following are excluded from downtime calculations: - Scheduled maintenance (with advance notice per Section 5) - Downtime caused by factors outside AIZA's control (see Section 9) - Scan failures caused by the target AI endpoint being unavailable or unresponsive - Degraded performance of a target AI system under test - Free plan interruptions - Beta features explicitly marked as experimental
Uptime is measured from AIZA's infrastructure monitoring. Status history is published at status.hextyx.com.
| Endpoint | Target Response Time (p95) |
|---|---|
GET /health |
< 200ms |
POST /scans (submission) |
< 2 seconds |
GET /scans/{id} (status poll) |
< 500ms |
GET /scans/{id}/results |
< 3 seconds |
GET /scans/{id}/report/{format} |
< 5 seconds |
These targets apply under normal load conditions. Performance during peak usage or unusually large scan result sets may vary.
AIZA does not guarantee scan completion times. Scan duration depends on the number of phases enabled, the target endpoint's response speed, and rate limit delays configured by the user. Typical scan durations range from 5 minutes to 2 hours.
| Severity | Definition | Examples |
|---|---|---|
| P1 — Critical | Full service outage; no scans can be submitted or processed | Platform completely unreachable; authentication failure affecting all users |
| P2 — High | Significant degradation affecting core functionality | Scan submissions failing for >25% of users; report downloads failing |
| P3 — Medium | Partial degradation; workarounds available | Specific report format unavailable; slow scan processing |
| P4 — Low | Minor issue; minimal user impact | UI cosmetic issues; non-critical feature unavailable |
| Severity | Initial Response | Status Update Frequency | Target Resolution |
|---|---|---|---|
| P1 — Critical | 30 minutes | Every 30 minutes | 4 hours |
| P2 — High | 2 hours | Every 2 hours | 24 hours |
| P3 — Medium | 1 business day | Every business day | 5 business days |
| P4 — Low | 3 business days | Weekly | Next release cycle |
Response times run from the time AIZA becomes aware of the incident, either through our monitoring or through a support ticket submitted by a subscriber.
Enterprise subscribers receive dedicated incident response via a named account contact. Contact details provided at account activation.
| Plan | Advance Notice |
|---|---|
| Pro | 48 hours |
| Enterprise | 5 business days |
Scheduled maintenance is performed during low-traffic windows, typically: - Preferred window: Sunday 02:00–06:00 UTC - Duration: Typically 1–2 hours; maximum 4 hours per window
In cases of critical security patches or infrastructure failures, AIZA may perform emergency maintenance with less notice. We will communicate via status.hextyx.com and email as promptly as possible.
If AIZA fails to meet the uptime commitment in Section 2.1 in a given calendar month, affected subscribers are eligible for service credits as follows:
| Monthly Uptime Achieved | Credit as % of Monthly Fee |
|---|---|
| 99.0% – below target | 10% |
| 95.0% – 98.99% | 25% |
| 90.0% – 94.99% | 50% |
| Below 90.0% | 100% |
Submit a credit request to billing@hextyx.com within thirty (30) days of the end of the affected month. Include: - Your account email - The affected dates and times - Reference to our status page entries if available
Credits are applied to future invoices. Credits are non-transferable and have no cash value.
Total credits in any calendar month shall not exceed 100% of that month's subscription fee. Credits are the sole and exclusive remedy for SLA breaches.
Credits are not available where: - Downtime resulted from your actions or configuration - Your account has unpaid invoices - The claim is submitted outside the 30-day window - Downtime occurred during a free trial period
| Plan | Channel | Hours |
|---|---|---|
| Free | Community forum, docs | Self-service only |
| Pro | Email support | Business days, 09:00–18:00 UTC |
| Enterprise | Email + dedicated Slack channel | 24/5 (weekdays) |
| Plan | Initial Response |
|---|---|
| Pro | 1 business day |
| Enterprise | 4 business hours |
Support does not include: - Security consulting or interpretation of scan results - Advice on how to remediate specific vulnerabilities - Custom scan development - Integration development
These services are available as professional services engagements — contact sales@hextyx.com.
| Scenario | Pro | Enterprise |
|---|---|---|
| Full platform restoration | 4 hours | 2 hours |
| Database restoration from backup | 8 hours | 4 hours |
| Single account data recovery | 3 business days | 1 business day |
In the event of data loss requiring backup restoration, the maximum data loss is: - Pro: Up to 24 hours of data - Enterprise: Up to 1 hour of data (point-in-time recovery)
AIZA's SLA commitments do not apply to unavailability caused by:
Current status and historical incident records are available at:
status.hextyx.com
All users can subscribe to status page notifications by email or webhook. Enterprise subscribers receive direct notification for P1 and P2 incidents affecting their account.
This SLA is reviewed annually. AIZA reserves the right to update uptime targets, response times, and credit schedules with thirty (30) days advance notice to subscribers. Updates will not reduce commitments during an active annual subscription term without the subscriber's consent.
Support: support@hextyx.com Billing / Credits: billing@hextyx.com Enterprise Account: Your named account manager or enterprise@hextyx.com