No universal uptime percentage is promised by this policy. An uptime commitment and any service-credit schedule apply only if expressly stated in an eligible plan or Order Form.
This Service Level & Support Policy (“SLA Policy”) applies to paid Services provided by AIDAN LLC d/b/a Legasus only where the applicable plan, Order Form, or written agreement expressly states that an SLA applies.
Capitalized terms not defined here have the meanings in the Master Subscription Agreement.
1. Applicability
1.1 No Implied SLA
Use of a paid or free Legasus account does not, by itself, create a contractual uptime commitment.
A Customer receives a contractual uptime target only if the applicable Order Form or plan documentation identifies:
- the covered production Service;
- the applicable uptime commitment; and
- any applicable service-credit schedule.
1.2 Excluded Services
Unless an Order Form expressly states otherwise, the following are excluded from SLA commitments:
- free Services;
- free trials;
- Beta Features;
- preview, pilot, evaluation, or experimental features;
- reduced-approval/autonomous experimental AI functionality;
- third-party services and integrations;
- third-party legal databases;
- customer-managed systems;
- API/MCP functionality identified as beta or experimental; and
- professional services or custom development.
2. Availability Measurement
If an Order Form states an uptime commitment, availability will be measured according to the monitoring methodology Legasus uses for the covered production Service during the applicable monthly measurement period unless the Order Form states another method.
Monthly Uptime Percentage generally means:
total minutes in the measurement month, minus qualifying downtime, divided by total minutes in the measurement month, multiplied by 100.
Only outage time that Legasus reasonably determines makes the covered production Service materially unavailable to the applicable Customer will count as qualifying downtime.
3. Excluded Downtime
The following will not count as qualifying downtime unless an Order Form expressly says otherwise:
- scheduled maintenance;
- emergency maintenance reasonably necessary to protect security or service integrity;
- Customer's acts, omissions, configurations, devices, networks, credentials, integrations, or data;
- suspension permitted by the Terms;
- Internet, telecommunications, DNS, or network failures outside Legasus's reasonable control;
- failures of Third-Party Services outside Legasus's reasonable control;
- cloud-provider outages outside Legasus's reasonable control, except to the extent an Order Form expressly allocates that risk to Legasus;
- force majeure events;
- malicious attacks or widespread cybersecurity events not caused by Legasus's breach of its contractual security obligations;
- use contrary to Documentation or the Terms;
- Customer's failure to implement required updates or supported configurations;
- preview/Beta Features;
- functionality not designated as part of the covered production Service; or
- periods where availability cannot reasonably be measured because Customer blocks or disables required monitoring.
4. Scheduled Maintenance
Legasus may conduct scheduled maintenance. Where maintenance is expected to materially affect production availability, Legasus will use commercially reasonable efforts to provide advance notice through the Service, email, status page, or another reasonable channel.
Emergency maintenance may occur without advance notice where reasonably necessary for security, reliability, or urgent remediation.
5. Service Credits
5.1 Only Where Expressly Provided
A Customer is eligible for a service credit only if the applicable Order Form or plan documentation expressly provides a service-credit schedule.
If no credit schedule is stated, no automatic service credit is owed even if an uptime target is stated, unless applicable law requires otherwise.
5.2 Nature of Credit
A service credit is a non-cash credit against future eligible subscription fees. It is not a refund, cash payment, penalty, or damages award.
5.3 Sole Remedy
To the maximum extent permitted by law, an applicable service credit is Customer's sole and exclusive remedy for Legasus's failure to meet an express uptime commitment.
5.4 Request Process
Unless an Order Form states otherwise, Customer must request an SLA credit by emailing support@legasus.ai within thirty (30) days after the end of the month in which the alleged SLA miss occurred and provide information reasonably necessary for Legasus to evaluate the request.
Credits may not exceed fees attributable to the affected covered Service for the applicable period and may not be transferred or redeemed for cash.
6. Support Hours
Standard support hours are:
Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time, excluding Legasus-observed holidays.
Support may be provided through email, support tickets, in-product support, scheduled meetings, or other channels Legasus makes available.
Enterprise Customers may receive expanded support windows or escalation paths if stated in an Order Form.
7. Support Priority Framework
Unless an Order Form establishes binding response times, the following priorities are operational targets rather than guaranteed resolution times:
Priority 1 — Critical
A material production outage, material security issue, or widespread inability to access a critical covered Service with no reasonable workaround.
Priority 2 — High
A significant production impairment affecting important functionality, with limited or burdensome workaround.
Priority 3 — Normal
A noncritical defect, degraded feature, configuration issue, usage question, or issue with a reasonable workaround.
Priority 4 — Request / Guidance
Feature requests, general questions, documentation requests, training, enhancement ideas, or non-urgent assistance.
Legasus may reclassify priority based on actual impact and scope.
8. Security Incidents
Security Incident notification is governed by the Security Addendum, DPA, and BAA where applicable, not by ordinary support-priority targets.
Report suspected security incidents to security@legasus.ai.
9. Customer Cooperation
Customer will provide information reasonably needed to diagnose a support issue, which may include:
- affected users;
- approximate time of issue;
- relevant matter/feature identifiers;
- error messages;
- steps to reproduce;
- screenshots or logs that do not unnecessarily expose sensitive data; and
- changes recently made by Customer.
Customer will make qualified personnel reasonably available for troubleshooting when necessary.
10. Third-Party Dependencies
Legasus may assist Customer with issues involving integrations, but Legasus does not control Third-Party Services and does not guarantee their response or resolution times.
11. Changes
Legasus may update this SLA Policy. A negotiated uptime commitment or credit schedule stated in an active Order Form will control for the applicable Order Form term unless the parties agree otherwise.
12. Contact
Support: support@legasus.ai
Security: security@legasus.ai