Service level agreement
Our commitments on uptime, support, and remedies.
Last updated: March 2026
1. Uptime commitment
| Subscription tier | Uptime commitment |
|---|---|
| Client | 99.0% |
| Associate | 99.5% |
| Senior Counsel | 99.5% |
| Silk | 99.5% |
Uptime is calculated monthly: (Total Minutes − Downtime Minutes) / Total Minutes × 100.
2. Scheduled maintenance
Caribbean JURIST may perform scheduled maintenance during the following window:
Sundays, 02:00 – 05:00 Jamaica Time (EST/UTC-5)
We will provide at least seventy-two (72) hours' notice of scheduled maintenance. Scheduled maintenance is not counted as Downtime.
3. Excluded downtime
The following are excluded from the Downtime calculation:
- Scheduled maintenance within the designated window
- Emergency maintenance for critical security vulnerabilities
- Force majeure events
- Third-party service provider outages (Anthropic, Voyage AI, hosting)
- Subscriber-caused issues
4. Support response times
Support is available via email at admin@juristpro.ai and the in-platform ticket system.
| Severity | Description | First response | Resolution target |
|---|---|---|---|
| Critical | Platform entirely unavailable; data breach | 2 hours | 8 hours |
| High | Core functionality degraded | 4 business hours | 24 hours |
| Medium | Non-critical functionality impaired | 8 business hours | 48 hours |
| Low | General enquiries, feature requests | 24 business hours | 5 business days |
Business hours: Monday to Friday, 09:00 – 17:00 Jamaica Time, excluding Jamaican public holidays. Critical issues are monitored outside business hours.
5. Service credits
If uptime falls below the commitment (excluding excluded downtime), you are eligible for service credits:
| Uptime shortfall | Service credit |
|---|---|
| Up to 0.5% below commitment | 5% of monthly fee |
| 0.5% – 1.0% below | 10% of monthly fee |
| More than 1.0% below | 25% of monthly fee |
Credits must be requested within thirty (30) days of the month in which Downtime occurred, by emailing admin@juristpro.ai. No cash refunds are provided under this SLA. Maximum total credit per month is 25% of the monthly fee. Service credits are your sole and exclusive remedy for uptime failures.
6. Performance targets
| Metric | Target |
|---|---|
| Standard query response | < 10 seconds (median) |
| Complex query response | < 30 seconds (median) |
| Authentication | < 2 seconds |
| Page load time | < 3 seconds |
7. Data backup
Caribbean JURIST performs automated daily backups. Recovery Point Objective (RPO): 24 hours. Recovery Time Objective (RTO): 4 hours. These are operational targets, not guarantees.
8. Contact
For SLA enquiries or service credit requests, contact us at admin@juristpro.ai.