Service Level Agreement

This Service Level Agreement (SLA) forms part of the Terms of Service between Oluwaseyi Aerospace LLC and the Customer. It applies to paid production subscriptions on the Operator, State Unit and Authority bands. Trial, Inquiry-band, sandbox and preview environments carry no service commitment.

Where a signed enterprise order form states different targets or credits, that order form prevails for the services it names.

We commit to the following monthly availability, measured per calendar month, per service tier:

• Live Telemetry Ingest (streaming black-box frames, emergency squawk triggers, automatic case opening): 99.9% — a maximum of approximately 43 minutes of unavailability per 30-day month.
• Investigation Console (case files, timeline, reconstruction, wreckage engine, reporting): 99.5%.
• Public verification endpoint (ledger and notarisation checks): 99.5%.
• Asynchronous processing (AI transcription, document extraction, translation renditions, PDF generation): best-effort, with a 95th-percentile completion target rather than an availability commitment.

Live Telemetry Ingest is deliberately held to the highest tier because an aircraft in distress cannot retry later. Frames received during a console outage are still accepted, queued and durably stored; the ingest commitment covers acceptance and durability of those frames, not the rendering of them.

Availability for a service in a month = (Total Minutes − Unavailable Minutes) ÷ Total Minutes, expressed as a percentage. A minute is "Unavailable" for Live Telemetry Ingest if, during that minute, correctly formed and authenticated frames submitted to the ingest endpoint are rejected or fail to be durably persisted, as recorded by our external monitoring probes at one-minute intervals from at least three geographic regions.

A minute is Unavailable for the Investigation Console if authenticated requests to the console return server errors, or exceed a 10-second response time, for more than 50% of probe requests in that minute.

Probe data is authoritative. Customers may raise a claim citing their own logs; where our monitoring disagrees we will review the underlying request traces in good faith and correct the measurement if our probes missed a genuine outage.

In addition to availability, we target the following for Live Telemetry Ingest, measured at the 95th percentile over a calendar month:

• Acknowledgement of an accepted telemetry frame: under 500 ms from receipt at the ingest edge.
• Emergency squawk (7500 / 7600 / 7700) detected to case file opened and alerted: under 30 seconds.
• Frame visible on the live console of an authorised viewer: under 5 seconds from acknowledgement.
• Loss-of-signal declared after the last received frame: 120 seconds, by design, not by defect.

Latency targets are commitments of engineering intent and are reported in the monthly service report. They do not carry credits on their own unless an enterprise order form makes them credit-bearing.

Unavailable Minutes do not include downtime caused by:

• Scheduled maintenance notified at least 48 hours in advance, capped at four hours per calendar month and scheduled outside 06:00–22:00 in the Customer's primary operating time zone wherever practicable.
• Emergency maintenance required to remedy a security vulnerability, notified as soon as reasonably possible.
• Customer-side causes: network or firewall configuration, credential expiry, exceeded contracted ingest bandwidth or seat entitlement, malformed frames, or suspension for non-payment or Acceptable Use breach.
• Failures of third-party sources outside our control — ADS-B and radar providers, LiveATC feeds, meteorological services, satellite links, or the Customer's own aircraft datalink — where our platform remains able to accept frames.
• Force majeure, including armed conflict, sustained national infrastructure failure, and internet backbone incidents affecting multiple major providers.

Where we miss a committed availability target, the Customer's sole and exclusive financial remedy is a service credit against the next invoice, calculated on the monthly-equivalent fee for the affected service:

• Live Telemetry Ingest — below 99.9% but at or above 99.5%: 10% credit. Below 99.5% but at or above 99.0%: 25% credit. Below 99.0%: 50% credit.
• Investigation Console — below 99.5% but at or above 99.0%: 10% credit. Below 99.0% but at or above 98.0%: 25% credit. Below 98.0%: 50% credit.

Credits are claimed by written notice to support@seyaero.com within thirty (30) days of the end of the affected month, stating the dates, times and impact observed. Credits in any single month are capped at 50% of that month's fee for the affected service, are not payable in cash, and do not survive termination except where we terminate for convenience.

Where availability for Live Telemetry Ingest falls below 99.0% in any three months of a rolling twelve-month period, the Customer may terminate the affected subscription for cause on thirty (30) days' written notice and receive a pro-rata refund of prepaid, unused fees.

Support is provided by email and the in-platform desk. Target first response times, measured from receipt of a correctly classified request:

• P1 — Live emergency impaired: ingest failing or a live hull-loss search materially delayed. 30 minutes, 24×7, with continuous effort until mitigated.
• P2 — Production impaired: console degraded, reporting or reconstruction failing for a live case. 4 business hours.
• P3 — Non-critical defect or question. 1 business day.
• P4 — Feature request or documentation. 5 business days.

Response times are targets for a first substantive human response, not for resolution. Authority-band subscriptions include a named technical contact and a 24×7 escalation number.

Telemetry frames and case evidence are written to redundant storage in at least two availability zones on acceptance. Recovery point objective (RPO) for accepted telemetry: 1 minute. Recovery time objective (RTO) for the ingest path: 1 hour. RTO for the full investigation console: 4 hours.

Audit-chain and notarisation records are append-only and are replicated with the same durability guarantees; no outage remedy involves rewriting or truncating the chain.

Backups are tested by restore at least quarterly. Continuity procedures are described further in the Security Policy.

We maintain a public status page and notify designated Customer contacts by email of any P1 incident within thirty (30) minutes of confirmation, with updates at least hourly until resolution.

A post-incident review is published to affected Customers within five (5) business days of any incident that breaches a committed target, stating cause, timeline, impact and corrective action.

Operator, State Unit and Authority bands receive a monthly service report containing measured availability per service, latency percentiles, incident summaries and any credits applied.

We may amend this SLA on thirty (30) days' notice. Any amendment that reduces a committed target or credit takes effect only at the Customer's next renewal, and the Customer may terminate the affected subscription before that renewal without penalty if it objects in writing.