Enterprise Service Level Agreement
Provider: Andme AI (Managed by Dr. Mohammad Yeakub, PhD)
Service: Sovereign 8-Core RAG Infrastructure
Target Market: Estonia / European Union (GDPR Compliant)
Last Revised: April 2026
1. Service Availability (Uptime Commitment)
We ensure maximum availability through our 8-core dedicated server clusters.
- Uptime Target: 99.9% (Monthly)
- —Calculation: (Total minutes in month - Downtime) / Total minutes in month.
- —Excluded Downtime: Scheduled Maintenance, executed strictly during low-traffic windows (2:00 AM - 5:00 AM EU Time).
2. Performance & Latency Guarantees
Leveraging our 8-Core architecture, we guarantee high-performance computation:
Query Latency
< 500ms
For 95% of queries (dependent on prompt logic and payload size).
Indexing Speed
1,000 pages / 5 min
Maximum theoretical extraction limit across 8 dedicated shards.
3. Data Sovereignty & GDPR Compliance
Architected for European B2B and GovTech deployments.
- Data ResidencyAll vector data and metadata are exclusively processed and stored in EU-based data centers (Tallinn, Helsinki, or Frankfurt). No external routing.
- Zero-Knowledge EncryptionData At Rest is secured via AES-256. Data In Transit is encrypted using TLS 1.3 across all connection points.
- LLM Training Isolation**Guaranteed Isolation.** Client data, prompts, and vector chunks are never utilized to train upstream Language Models.
4. Support Response Times (Incident Management)
| Severity | Description | Response Time | Resolution Goal |
|---|---|---|---|
| P1 - Critical | System completely down, data access impossible. | < 1 Hour | 4 Hours |
| P2 - High | Major feature failure (e.g., Indexing Pipeline fails). | < 4 Hours | 12 Hours |
| P3 - Normal | Minor bug or general query. | < 24 Hours | 2 Business Days |
5. Service Credits & Accountability
If we fail to maintain the 99.9% uptime commitment, clients are entitled to the following compensation structure:
Executive Addendums & Liability
The "PhD Executive" Support
Enterprise and White-Label plans include **Strategic Consulting: 1 hour monthly direct consultation with Dr. Yeakub (PhD)** on AI implementation strategy. This translates the SLA into a High-Value Partnership.
Limitation of Liability
To the maximum extent permitted by applicable law, AndmeAI’s total aggregate liability arising out of or related to this agreement shall not exceed the total amount paid by the client for the subscription during the 12 months preceding the incident.
Termination for Convenience
Agility is a cornerstone of our architecture. Enterprise clients may execute a "Termination for Convenience" clause, allowing frictionless contract cancellation with a strict 30-day notice period.