Service Level Agreement (SLA)
This document governs your use of The AI Lab's services and platforms. Please read it carefully.
1. Service Coverage
This SLA applies to customers of The AI Lab's The Global Seal of Trust™ certification program and AI Trust Council™ membership services. Questions: info@theailab.org
2. Certification Audit Timelines
Target timelines (subject to timely provision of documentation): Application acknowledgement within 1 business day; Scoping call within 5 business days of acknowledgement; Sentinel™ Seal audit completion target of 4 to 6 weeks from scoping; Guardian™ Seal audit completion target of 6 to 10 weeks from scoping; Sovereign™ Seal audit completion target of 12 to 20 weeks. AI Trust Council™ Gold and Platinum members receive priority scheduling and reduced target timelines.
3. Website and Platform Availability
The AI Lab targets website uptime of 99.5% per calendar month, excluding scheduled maintenance windows announced with at least 48 hours' notice. The AI Trust Registry™ portal targets 99.9% availability for public seal verification queries.
4. Support Response Times
Contact: info@theailab.org, +1 (888) 885-5991. Target response times by AI Trust Council™ tier: Sentinel™ Members 2 business days; Guardian™ Members 1 business day; Silver Members 1 business day; Gold Members 4 business hours; Platinum Members 2 business hours with dedicated account manager.
5. Service Credits
If uptime commitment is not met: availability 99.0% to 99.4% receives 5% credit; availability 95.0% to 98.9% receives 10% credit; availability below 95.0% receives 25% credit. Credits must be requested within 30 days.
6. Exclusions
This SLA does not apply to interruptions caused by factors outside The AI Lab's reasonable control (force majeure); scheduled maintenance communicated in advance; interruptions caused by customer actions; or third-party service failures beyond The AI Lab's control.
Questions about this document?
Contact our legal team: info@theailab.org | The AI Lab, 131 Continental Dr, Suite 305, Newark, DE 19713 US
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