Pilot SLA

Target: 99.5% uptime during pilot phase (measured monthly). Status publicly visible at /status.

Scheduled maintenance: Sunday 02:00–04:00 UTC. Advance notice of at least 24 hours via email for any maintenance exceeding 1 hour.

Standard: Response within 4 business hours (Sunday–Thursday, 09:00–18:00 GST). Contact: support@pinavia.io

Critical: System-down issues affecting all workspace access — response within 1 hour. Escalate to: security@nexusai.io

Scope: Platform uptime, ingestion pipeline, LLM synthesis, and evidence retrieval. Does not cover client-side issues (browser, network, third-party auth).

Encryption: All data encrypted at rest (AES-256-GCM) and in transit (TLS 1.3).

Backups: Automated 30-day point-in-time recovery via Neon. Export available on request.

Deletion: Workspace data permanently purged within 30 days of contract termination. See /compliance for full retention policy.

Level 1 — support@pinavia.io: Standard issues (feature questions, minor bugs, UI issues).

Level 2 — Ali Janjua: Workspace configuration, billing, access issues, performance degradation.

Level 3 — security@nexusai.io: System-down, data breach, security incidents, evidence corruption.

The following are not covered under pilot SLA:

• Feature requests or roadmap acceleration
• Custom LLM model training or fine-tuning
• Third-party connector reliability (e.g., WhatsApp, bank portals before Phase 10B)
• Client-side infrastructure (browser, network, local file system)
• LLM provider outages beyond the dual-path routing fallback (Anthropic or DeepSeek)