AI Dojo Platform Support Plan & Service Level Agreement
Version 2.0
Last Updated: 2nd October 2026
1. Introduction
This document outlines the Support Plan and Service Level Agreement (SLA) for the AI Dojo Platform, a SaaS solution hosted and operated by AI Dojo within AI Dojo's Microsoft Azure environment.
2. Support Plan
The Support Plan aims to provide comprehensive technical assistance, ensuring the platform operates efficiently and effectively for all customers.
2.1 Support Tiers
Tier
Description
Services Provided
Response Time
Resolution Time
Tier 1: Basic Support
Initial point of contact for all support requests.
Basic troubleshooting and resolution of common issues; answer general queries; preliminary diagnosis; escalation to Tier 2 where required.
Within 1 business hour
4 business hours (simple issues)
Tier 2: Advanced Support
For issues requiring in-depth technical knowledge.
Detailed diagnosis and resolution of complex issues; escalation to Tier 3 if necessary; development of patches, updates, and platform improvements based on feedback and issues reported.
Within 2 business hours
8 business hours (complex issues)
Tier 3: Expert Support
For critical and highly complex issues requiring expert intervention.
Root cause analysis; major incident management; complex problem resolution; engagement with upstream providers (e.g. Microsoft Azure, OpenAI, Anthropic) where required.
Within 4 business hours
16 business hours (critical issues)
2.2 Support Channels
Channel
Details
In-App Support
Contact using the support beacon located in the bottom-right corner of the AI Dojo Platform.
Note: Response and resolution times are measured during business hours (9:00am–6:00pm Melbourne time, Monday–Friday), unless otherwise agreed.
3.3 Customer Responsibilities
Responsibility
Description
Timely Reporting
Prompt reporting of issues with relevant information (e.g. screenshots, steps to reproduce).
Designated Contacts
Nominate at least one organisation administrator as the primary contact for support and platform communications.
Maintenance Acceptance
Acknowledge scheduled maintenance windows and release communications.
3.4 Incident Management
Process
Description
Incident Logging
All incidents logged with timestamps and unique identifiers.
Tracking and Reporting
Continuous updates on incident status provided to the customer via support channels.
3.5 Service Credits (SLA Breach)
Monthly Uptime
Service Credit
99.95% – 100%
No credit
99.50% – 99.94%
5% of monthly service fee
95.00% – 99.49%
10% of monthly service fee
Below 95.00%
20% of monthly service fee
Notes:
Service credits are the sole and exclusive remedy for SLA breaches.
Credits are applied to future invoices and do not exceed 20% of the monthly service fee.
Customers must request service credits within 30 days of the affected month.
3.6 Exclusions
The following are excluded from uptime and SLA calculations:
Scheduled maintenance windows communicated in advance.
Emergency maintenance required to address critical security vulnerabilities or system stability.
Issues caused by customer actions, third-party services outside AI Dojo's control, or force majeure events.
Outages of upstream providers (e.g. OpenAI, Anthropic, Microsoft Azure) where AI Dojo has no direct control.
3.7 Reporting
Report
Frequency
Description
User Engagement Metrics
Weekly (on request)
Summary of user engagement leveraging the Analytics Centre within the AI Dojo Platform admin area.
SLA Performance Reporting
On request
Ad hoc reporting on uptime, incident resolution times, and SLA performance metrics.
3.8 Disaster Recovery Objectives
Objective
Target
Recovery Time Objective (RTO)
Target ≤ 4 hours during business hours (Melbourne time: AEST/AEDT), depending on failure scope, complexity, and third-party dependencies. This is a target: end-to-end application recovery has not been exercised in a full drill.
Recovery Point Objective (RPO)
≤ 5 minutes (maximum acceptable data loss window, supported by Lakebase point-in-time restore capability). Point-in-time restore was validated against production data on 2nd October 2026: a restore to a point 3 minutes prior completed in seconds, with row-level agreement. Restores can reach back at most the 7-day retention window.
These are recovery objectives rather than availability commitments, and they do not give rise to service credits under section 3.5. Backup, restore and disaster recovery arrangements are described in the AI Dojo Platform Technical Design (section 6.3), which is the reference if the two documents differ.
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