Intramedial está en beta restringida. Al registrarte o iniciar sesión, debes indicar la contraseña de beta tester que recibiste o solicitar una en preview@intramedial.com. Gracias.

Legal/Document

Todos los documentos legales solo están disponibles en inglés, y solo la versión en inglés es jurídicamente vinculante.

Traducir con Google Translatese abre en una pestaña nueva; solo como referencia

Enterprise Service Level Agreement

The uptime commitment, service credits, incident response targets and chronic-failure rights that apply to Intramedial customers on an Enterprise plan with a signed order form.

Last updated November 5, 2026.

1. Scope#

This Enterprise Service Level Agreement ("SLA") forms part of the agreement between Avonao, Inc. ("we", "us") and a customer on an Enterprise plan with a signed order form ("Customer", "you"). It applies only to such customers. The self-serve plans, including the Free plan, are not covered, as the Terms of Service explain.

It covers the REST API at api.intramedial.com, the MCP server at mcp.intramedial.com and the admission of requests and the writing of records to your workspace's audit chain and ledger, as reached through those two interfaces (together, the "Covered Service"). The dashboard, the assistant, the documentation and the website are not part of the Covered Service.

Intralock · Leases · Parley · Fleet Map

Un producto Trustvice

Los agentes actúan cuando el plano dice sí, y el registro dice por qué.

Pasa por Intramedial acciones de agentes, hashes de contenido, pruebas de API, DNS, webhooks, llamadas LLM y commits. Obtén un recibo firmado que cualquiera verifica, sin fiarse de nadie.

Registro Explorar los módulos

2. Uptime commitment#

We commit to a Monthly Uptime Percentage of at least 99.9% for the Covered Service in each calendar month.

Monthly Uptime Percentage = (total minutes in the month minus minutes of Downtime) divided by total minutes in the month, expressed as a percentage.

Downtime is any period of one or more consecutive minutes in which our status system published at /status records a failed check of a part of the Covered Service. The status system checks each component once a minute. The checks that count, by the component names shown on the status page, are:

for the REST API, the API gateway check of the data region your workspace is served from, which asks api.intramedial.com for the health of that region's service (only your own region counts: a failed check of another data region is not Downtime for you); and
for the MCP server, the MCP server check, which asks mcp.intramedial.com for its health.

A check fails when it does not get the healthy answer within 8 seconds. The healthy answer for each check is described in Status and reliability. Each minute is counted once, even if several checks fail in it. A minute in which the status system recorded no check of a component is not Downtime under this definition. Admission and record writing are measured through the API gateway check, and through the MCP server check where you reach them by MCP.

2.1 Exclusions#

Downtime does not include time lost to:

scheduled maintenance announced on the status page at least 72 hours ahead, up to 8 hours in a calendar month;
errors caused by you, including 4xx responses, invalid requests, exceeded plan limits and misuse of credentials;
failures of the public internet, your network or other third-party systems outside our control;
events beyond our reasonable control, as described in the Terms (force majeure);
use on the Free plan;
features labelled beta or preview;
the availability and responses of systems the Service connects to on your behalf, such as connectors, enforcement points you operate and the destinations of notifications and audit streams; and
a suspension or restriction of your access under the Terms or the Acceptable Use Policy.

3. Service credits#

If the Monthly Uptime Percentage in a month is below the commitment, you are entitled to a credit on the monthly fee for the affected Covered Service for that month:

Monthly Uptime Percentage	Service credit
Below 99.9% and at least 99.0%	10% of the monthly fee
Below 99.0% and at least 95.0%	25% of the monthly fee
Below 95.0%	50% of the monthly fee

The credit is applied to your next invoice. Credits in a month cannot exceed 50% of the fees for that month and are not paid out in cash. Service credits are your sole and exclusive remedy for a failure to meet the uptime commitment, except for the termination right in section 7.

4. Claims#

To claim a credit, write to intramedial-billing@avonao.com within 30 days after the end of the month concerned (billing is handled by Avonao). Give the dates and times (in UTC) of the Downtime and the request ids or correlation ids of the failed requests where you have them. We check the claim against our own records and tell you the result. A claim not made within that period is waived.

5. Support and incident response#

Enterprise customers can reach us at support@intramedial.com or through /support, and can report an outage or a suspected incident to incidents@intramedial.com. Support is staffed during business hours: Monday to Friday, 9:00 to 17:00 US Eastern Time, except US federal holidays. We acknowledge a report from an Enterprise customer within the target for its severity below: a report received during business hours is counted from receipt, and a report received outside them is counted from when business hours next begin. Only time within business hours counts toward a target.

Severity	Meaning	Acknowledgement target
Severity 1	The Covered Service is unavailable, or admissions and records cannot be written, for your production use.	Within 1 business hour
Severity 2	A major feature is impaired, or the Covered Service is degraded, and a workaround exists.	Within 4 business hours
Severity 3	A minor problem, a question or a request for information.	Within 1 business day

These are targets for acknowledgement, meaning a person confirms they are working on the report. They are not targets for resolution, and missing one does not by itself give rise to a service credit.

6. Status communications and ledger bundle verification#

We publish the current state of the Covered Service and incidents at /status. Enterprise customers can subscribe to incident notices by email through the status page or by asking support. During a Severity 1 incident we post an initial notice and then updates as the situation changes.

Verifying a ledger bundle does not depend on our availability. A ledger bundle that we have signed stays verifiable offline with the bundle, the offline verifier and our published public key, whether or not the Covered Service is available. Your enforcement points should be configured to fail closed or fail open as your own risk requires when the Covered Service cannot be reached; we are not responsible for that choice.

7. Chronic failure#

If the Monthly Uptime Percentage is below 99.0% in three consecutive months, or in any four months of a rolling twelve-month period, you may terminate the affected order by written notice within 30 days after the end of the month that triggered the right. We will refund the prepaid fees for the period after termination, pro rata. This is in addition to the credits already due for those months.

8. Changes and precedence#

We may improve this SLA at any time. A change that reduces your rights applies only from your next renewal, and we tell you at least 30 days ahead. If this SLA conflicts with the Terms of Service for the Covered Service, this SLA prevails for service levels, credits and incident response; the Terms prevail for everything else. A signed order form prevails over both where it expressly says so.