Fortris™ AI Service Level Agreement (SLA)
Effective Date: April 23, 2026
Version: 1.0
Applies to: Fortris™ AI Core, Pro, and Vision subscription tiers, delivered as SaaS on Amazon Web Services
Status Page: https://status.fortris.ai
Support: fortris@battlemotors.com • (888) 328-5443 (M–F 8am–5pm ET)
This Service Level Agreement (“SLA”) is incorporated by reference into the Fortris™ AI Terms of Service between Battle Motors, Inc. (“Battle Motors”) and Customer.
1. Scope
This SLA applies to the hosted Fortris™ AI platform during the Subscription Term. It does not apply to: (a) beta/pilot/trial features; (b) Customer-supplied or third-party hardware; (c) cellular carrier connectivity; (d) force majeure events; or (e) downtime attributable to Customer.
2. Monthly Uptime Commitment
All tiers (Core, Pro, Vision): 99.5% uptime target (~3h 39m max monthly downtime).
2.1 Uptime is calculated as: (Total Minutes − Downtime Minutes) ÷ Total Minutes × 100. “Downtime” means any continuous period of 5+ minutes where the primary dashboard, API, or data-ingestion endpoint is unavailable.
3. Service Credits
| Monthly Uptime | Service Credit |
|---|---|
| < 99.5% but ≥ 99.0% | 5% of monthly fees |
| < 99.0% but ≥ 95.0% | 15% of monthly fees |
| < 95.0% | 25% of monthly fees |
3.1 Claims must be submitted within 30 days.
3.2 Credits are applied against future Fees (no cash value).
3.3 Maximum monthly credit: 25%.
4. Incident Severity and Response Targets
| Severity | Description | Response Time | Update Cadence |
|---|---|---|---|
| Sev-1 | Complete outage / security incident | 1 business hour | Every 2 business hours |
| Sev-2 | Major feature unavailable/degraded | 4 business hours | Daily (business days) |
| Sev-3 | Non-critical issue, workaround available | 1 business day | Every 2 business days |
| Sev-4 | Cosmetic issue, feature request, general question | 2 business days | Weekly |
Business hours: Monday–Friday, 8:00 AM to 6:00 PM U.S. Eastern Time, excluding U.S. federal holidays.
5. Planned Maintenance
Standard windows: Sundays, 02:00–06:00 ET. Minimum 72 hours’ advance notice. Emergency maintenance with less notice when required for security/stability.
6. Exclusions from SLA
Force majeure, planned maintenance, Customer-caused issues, third-party network failures, sub-processor outages (with reasonable mitigation), beta features, suspensions per Terms of Service, Customer breach periods.
7. Customer Notifications and Status Page
Status page at https://status.fortris.ai. For Sev-1 and Sev-2: incident notice on status page, email to Customer contacts, status updates per Section 4 cadence, written post-incident report within 10 business days for Sev-1.
8. Security Incident Notification
Notification within 72 hours of confirmation. Description of incident, data impacted, remedial measures, and recommendations.
9. Additional Performance Metrics
The following are targets only and do not carry Service Credit remedies:
| Metric | Target |
|---|---|
| API response time (p95) | < 800ms |
| Dashboard page load (p95) | < 3 seconds |
| Telemetry ingestion lag | < 60 seconds |
| Video upload availability (Vision) | < 10 minutes post event |
| Database RPO | ≤ 5 minutes |
| Disaster recovery RTO | ≤ 4 hours |
| Backup integrity validation | Annual restore drill |
10. Sub-processor Dependencies
AWS, Datadog, Stripe, T-Mobile/AT&T.
11. Changes to This SLA
Material changes communicated with at least 30 days’ advance notice per Section 15 of the Terms of Service.
12. Support Contacts
Battle Motors, Inc.
1951 Reiser Avenue SE, New Philadelphia, OH 44663
fortris@battlemotors.com
Phone: (888) 328-5443
Status page: https://status.fortris.ai
