Service Level Agreement · v1.0

Service Level Agreement.

What we commit to. What you’re entitled to. How we operate.

v1.0·Effective 2026-06-01·Author: Ricardo Gamon

Breach disclosure

72h

P0 acknowledgment

4h biz

Section 01 · Response time

How fast we acknowledge. How fast we fix.

Severity definitions match the public ladder at /support. Acknowledgment means a human reply (not an autoresponder). Resolution means a working fix or a customer-acceptable workaround — whichever lands first.

P0 · Critical

Floor is down

Acknowledgment (business hours)4 business hours

Fix or workaround24 business hours

After-hours critical escalationOn-call rotation · CSM Slack DM

P1 · High

Core feature broken

Acknowledgment4 business hours

Fix or workaround24 hours

P2 · Medium

Workaround exists

Acknowledgment24 business hours

Fix5 business days

P3 · Low

Polish, nice-to-have

Acknowledgment72 business hours

DispositionRoadmap or declined w/ reason

Section 02 · Security

Disclosure, patching, and attestation timelines.

These commitments match the public posture at /security and the live attack log at /awais/incidents. They are also written into the MSA — the public number and the contract number are the same number.

Confirmed breach disclosure to affected customers72 hours

Critical CVE / vulnerability patch24 hours

High-severity vulnerability patch72 hours

Medium-severity vulnerability patch7 days

Low-severity vulnerability patch30 days

Pen-test report (under NDA)30 days from completion

New compliance attestation shared14 days

Why 72 hours on disclosure

72-hour breach disclosure matches what is on /security, what is on /awais/red-team, and what the FTC Safeguards Rule (as amended 2023) requires for any incident affecting 500+ consumers. We publish the same number to everyone — customers, regulators, auditors, press.

Section 03 · Data

Backups, export, and what happens at the end.

Your data belongs to you. The platform’s job is to never be the reason you cannot leave.

Backup frequency (Supabase point-in-time recovery)15-minute intervals

Data export on customer request24 hours

Export formatNative Postgres / CSV

Account-closure data return30 days · no fee

Default retention after closure90 days then full purge

Extended retention on customer requestAs specified, no charge

Account-closure return is not extraction

We do not charge for exports, not at signup, not at renewal, not at termination. There is no “data extraction fee” anywhere in our pricing, ever.

Section 04 · AI & model

What we guarantee about the models. What we don’t.

Gladius runs Anthropic Claude as the primary model tier. Some things about that are guaranteed; some things are not, and we do not pretend otherwise.

Model uptime

Inherits the upstream Anthropic SLA. When Anthropic is up, we are up against their number; when Anthropic is down, we route through the fallback below.

Model fallback (automatic)

When the primary model is unavailable, we silently fall back to the next tier — Sonnet to Haiku, Opus to Sonnet — with no customer action required. The fall is logged and surfaced on /status.

Model accuracy

We do not guarantee AI output quality. High-stakes outputs — desking, F&I, and customer communication — route through human review. A 20-year operator does not delegate the close to a chatbot, and neither does our platform.

Section 05 · Exclusions

What this SLA does not cover.

Honest carve-outs. None of these are loopholes — they are things genuinely outside our control or outside the scope of a standard contract.

01Customer-caused outages. Misconfiguration in the dealer admin panel, credential leak from your side, deliberate abuse, or unsanctioned integration work.
02Third-party outages outside our control. Vercel, Supabase, Twilio, Resend, Stripe, Anthropic, and similar. We mitigate (fallbacks, retries, status feeds) but we do not insure third-party availability.
03Force majeure. Acts of war, natural disasters, regulator-ordered shutdown, internet infrastructure failure at a national-backbone scale.
04Custom enterprise contracts. A signed enterprise MSA may override these defaults in either direction. When that happens, the MSA controls and this page documents the standard floor.

Section 06 · SLA changes

How and when we change this document.

→All changes published 30 days in advance via /changelog.
→Material reductions (longer response windows, longer disclosure windows, narrower scope) trigger explicit customer notice and a 30-day termination right without penalty.
→Material improvements (faster response, broader scope, stronger guarantees) are effective immediately — no waiting period.
→Previous versions are archived and available on request.

Current version

v1.0·Effective 2026-06-01·Author: Ricardo Gamon

Direct contact

Who to email for what.

SLA questions: legal@gladiuscrm.com
Billing questions: billing@gladiuscrm.com
Critical-issue escalation: 813-442-0253
Founder · LinkedIn: Ricardo Gamon →

Live platform telemetry lives at /status. Severity definitions live at /support. Security posture lives at /security. Changes to this SLA are published 30 days in advance at /changelog.

Gladius