Service Level Agreement

1. Scope and Definitions

1.1 The AegisWire Services this SLA covers

“AegisWire Services” means the following, and only the following — the services AegisWire operates on its own infrastructure:

• the customer portal and account services at app.aegiswire.com — accounts, organisations and users;
• the licensing and entitlement service — issuing, renewing and resolving licences and entitlements;
• the subscription and billing service, including marketplace entitlement resolution and metering;
• the release and artifact catalogue — signed software downloads, and the update and revocation metadata published with them;
• the public website and documentation site at aegiswire.com and docs.aegiswire.com;
• support delivered by AegisWire under Section 3.

1.2 What this SLA does not cover

AegisWire is licensed software that you deploy. Your Control Plane, your Gateways, and everything they depend on run in infrastructure you own and control. AegisWire has no operational control over it and makes no availability commitment for:

• your Control Plane or your Gateways, wherever they run;
• your cloud account, subscription, project or tenancy, and any service within it;
• your databases, networks, VPCs/VNets, DNS, load balancers or identity providers;
• your servers, hypervisors, Kubernetes clusters, on-premises sites or hardware appliances;
• connectivity between your users, your sites and your Gateways.

Under a managed agreement, AegisWire operates AegisWire software on your behalf inside infrastructure you own. Such an agreement commits AegisWire to the operational duties it names — deployment, configuration, patching, monitoring and response. It does not, and cannot, make AegisWire responsible for the availability of infrastructure it does not own. Any availability commitment for a managed deployment must be stated expressly in that signed agreement.

1.3 Definitions

2. Standard Availability Target

For the AegisWire Services defined in Section 1.1, AegisWire targets the following availability on a commercial best-efforts basis:

Your own deployment is not measured here. AegisWire does not control, and makes no availability commitment for, your Control Plane, your Gateways or the infrastructure they run in — that infrastructure is yours to own and operate. AegisWire provides the software and supports it. This is true whether you operate the deployment yourself or AegisWire operates it for you under a managed agreement: operating software is not the same as owning the infrastructure it runs on.

Why that separation is in your favour. A deployed AegisWire Control Plane is designed to admit sessions, enforce policy, enrol devices, apply revocation and produce audit with no reachability to AegisWire, for the full term of a validly issued licence. An outage of an AegisWire Service therefore does not, by itself, stop your network carrying traffic. What such an outage affects is the portal, the issuing and renewal of licences, billing, and access to the release catalogue.

2.1 Availability Calculation

Availability % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

Scheduled Maintenance and Excluded Events are not counted as Downtime for the purposes of this calculation.

3. Support Tiers

Business hours are defined as 09:00–18:00 GMT/BST, Monday to Friday, excluding UK public holidays. Enterprise SLA customers may negotiate extended support hours and dedicated support contacts.

Support requests must be submitted to: support@aegiswire.com

4. Service Credits (Standard Tier)

Where AegisWire fails to meet the standard availability target for the AegisWire Services (Section 1.1) in any calendar month (excluding Excluded Events), Customers on a paid subscription may be eligible for a service credit as follows. Credits are calculated against the subscription fee for the affected AegisWire Service; there is no credit for the availability of infrastructure the Customer owns, because AegisWire makes no availability commitment for it.

4.1 Credit Conditions

• Credits must be claimed within 30 days of the end of the affected calendar month by emailing support@aegiswire.com with details of the outage.
• Credits apply only to undisputed monthly fees for the directly affected service.
• Credits are applied as a deduction against future invoices. No cash payment is made.
• Credits are the Customer’s sole and exclusive remedy for failure to meet the standard availability target.
• Credits are not available where the failure results from an Excluded Event or from a Customer’s own actions or infrastructure.

5. Excluded Events

The following are excluded from Availability calculations and credit eligibility:

• Scheduled Maintenance notified in accordance with these terms.
• Emergency security patching that cannot wait for scheduled maintenance.
• Force majeure events as defined in the Terms of Service.
• Failures caused by Customer’s infrastructure, network, or configuration errors.
• Actions or omissions of the Customer or its users that violate the Acceptable Use Policy or Terms of Service.
• Third-party service failures (including internet service providers, cloud infrastructure providers, DNS providers) outside AegisWire’s direct control.
• DDoS attacks, volumetric attacks, or other hostile network events targeting the Customer’s deployment or the AegisWire Services.
• Any unavailability of, or originating in, infrastructure the Customer owns or controls — including the Customer’s Control Plane, Gateways, cloud account, network, database or hardware. This is not an exclusion carved out of a commitment; no such commitment is made (Section 1.2).
• Outages caused by zero-day vulnerabilities or previously unknown security issues during active incident response.
• Beta, preview, or experimental features explicitly labelled as such, and separately-licensed plugins prior to general availability.

6. Maintenance Windows

AegisWire will endeavour to conduct Scheduled Maintenance of the AegisWire Services during low-traffic periods (typically 02:00–06:00 GMT). We will provide at least 48 hours’ advance notice of planned maintenance via email to the Customer’s registered contact. Emergency security maintenance of the AegisWire Services may be carried out without advance notice where AegisWire determines it is necessary to protect the integrity of those services or Customer data.

Updates to your own deployment are yours to apply. AegisWire publishes signed software updates, and the update and revocation metadata that accompanies them, through its verified distribution channel. Installing them into your Control Plane and Gateways is your decision and your action — AegisWire has no access to your infrastructure and does not deploy into it — unless a signed managed agreement expressly places that operational duty with AegisWire.

7. Incident Communication

During a P1 or P2 Incident, AegisWire will provide status updates at least every 4 hours via email or a published status channel. Following resolution of a significant incident, AegisWire will provide a post-incident report summarising the cause, impact, and corrective actions within 10 business days, upon request.

8. Limitations

This SLA framework does not:

• Create any legally binding uptime guarantee without a separately executed Enterprise SLA.
• Override or expand the limitation of liability provisions in the Terms of Service.
• Apply to any deployment environment the Customer owns or controls, however it is operated — including where AegisWire operates it under a managed agreement (Section 1.2).
• Apply during any period where the Customer’s account is suspended for non-payment or breach of the Terms of Service.
• Guarantee any specific resolution time for any category of Incident.

9. Enterprise SLA

Customers in regulated industries (financial services, healthcare, government, defence, critical national infrastructure) or with high-availability requirements may negotiate a separate Enterprise SLA with contractually binding uptime commitments, extended support hours, dedicated support engineers, and enhanced credit provisions. AegisWire’s controls posture is built to the standards these engagements typically examine — SOC 2, ISO 27001, GDPR, and HIPAA-style review. Contact legal@aegiswire.com to discuss Enterprise SLA options.

10. Contact