Service Level Agreement
What we commit to, and what to expect when something breaks.
Why we publish 99.5%, not 99.9%
AeroCopilot runs on a single-region Railway deploy under solo-founder ops (one human on call). Anyone publishing 99.9% at this stage is either lying or burning $50k/yr on a five-9s pipeline they don't have. We commit to 99.5% monthly availability— about 3.5 hours of downtime per month — because we can defend that number with our actual deploy footprint and watch rotation.
What "available" means
The service is available when authenticated users can reach the app and complete the core workflow they signed up for: pilots can run a flight planning session; charter operators can build a release packet and read live METAR. We measure availability against the rolling state of the 10 components on www.aerocopilot.ai/status.
Maintenance windows announced 48 hours ahead, scheduled outside 0500-2300 local time for the contiguous US, are excluded.
Severity tiers and response targets
| Severity | Definition | Response (acknowledge) | Update cadence |
|---|---|---|---|
| P0 critical | Sustained 503 on the main app, or core safety data (METAR/TAF/NOTAM/TFR) stale beyond freshness threshold for 30+ minutes. | 15 minutes (24/7) | Every 30 minutes |
| P1 major | A whole subsystem degraded (AI Copilot down, Stripe webhook queue spiking) but main app reachable. | 1 hour (business hours), 4 hours overnight | Hourly until mitigated |
| P2 minor | Cosmetic issues, single-feature regressions, slow tiles. | Next business day | Updated when resolved |
Postmortems
We publish a postmortem for every P0 and P1 incident within 24 hours of resolution, linked from the status page. The postmortem includes a timeline, the root cause, and the action items we're taking to prevent recurrence — even when there's only one of us. One hour of writing a postmortem prevents three hours of next quarter's incident.
Service credits
If monthly availability falls below 99.5%, paid customers may request a service credit equal to a pro-rated day of subscription for every full hour of unavailability beyond the 3.5 hour budget, capped at 30% of that month's fee. Credit requests must be filed within 30 days of the incident at support@aerocopilot.com.
What this SLA is not
AeroCopilot is a planning and operations tool, not a primary safety source. Pilot-in-command authority is paramount — always cross-reference METAR/TAF/NOTAM data with primary FAA sources, your dispatcher, and your own briefing. AeroCopilot does not replace 14 CFR §91.103 preflight action, §135.71 weather minimums, or the chain of accountability for go/no-go decisions.
Last updated: 2026-05-01. Next review: 2026-08-01.