Service Level Agreement

This SLA applies to paid AAI subscriptions unless a separate written agreement applies. Free, trial, public preview, beta, or promotional services may be provided without service level commitments.

Covered services may include the customer portal, domain and page management, automated accessibility scanning, authenticated scan workflows, manual audit workflow, developer actions, reports, accessibility statements, widget services, account management, billing, and included integrations.

For paid subscriptions, AAI aims to provide 99.5% monthly platform availability, excluding scheduled maintenance, emergency maintenance, customer-caused issues, third-party failures, force majeure events, and services marked as beta, preview, or experimental.

Availability means that the core AAI web application is reachable and able to serve authenticated users in normal operation. It does not guarantee that every scan, report, widget, email, integration, or background job will complete without delay or error.

Public preview scans are lead-generation and demonstration tools. They may be restricted, rate-limited, delayed, suspended, or modified at any time.

Public preview scans are not covered by uptime, support, response, or completion commitments.

We may perform scheduled maintenance to improve security, reliability, performance, or functionality. Where practical, we will schedule maintenance during lower-traffic periods and provide advance notice for maintenance expected to cause material downtime.

We may perform emergency maintenance without advance notice where needed to address security issues, platform stability, data protection risk, abuse prevention, infrastructure failure, or urgent operational problems.

Support may be provided by email at legal@aa-i.ie and through in-platform support tools where available.

Unless otherwise agreed, standard support is available during Irish business hours, excluding weekends and Irish public holidays.

Response targets are not resolution guarantees.

Customers are responsible for:

• Providing accurate support information.
• Maintaining access to their own website, domain, DNS, hosting, and CMS.
• Ensuring they are authorised to scan submitted websites.
• Keeping account and user access secure.
• Maintaining valid billing details.
• Reviewing scan results and validating recommendations.
• Performing remediation on their own website or arranging developer support.
• Not uploading unnecessary personal data or confidential information.

AAI scanning depends on factors outside our control, including target website availability, firewalls, CDN rules, bot protection, rate limiting, login requirements, website performance, redirects, third-party scripts, page complexity, and network conditions.

AAI does not guarantee that scans will identify every accessibility issue or that every report will be accepted by a regulator, court, procurement body, customer, or third party.

Where we identify a material platform incident, we will take reasonable steps to investigate, reduce customer impact, restore affected services, communicate updates where appropriate, and review the incident after resolution if needed.

Security incidents involving personal data will be handled in accordance with applicable data protection law and our internal security procedures.

We aim to maintain appropriate backup and recovery processes for production systems. Backups are intended for platform recovery and business continuity. They are not a substitute for customer exports, customer records, or customer-controlled backups.

This SLA does not apply to issues caused by:

• Customer website downtime or blocking.
• Incorrect customer configuration.
• Unauthorised or abusive use.
• Customer network, browser, device, DNS, CMS, or hosting problems.
• Third-party services outside our control.
• Payment provider outages.
• Force majeure events.
• Beta, preview, trial, public scan, or experimental features.
• Scheduled or emergency maintenance.
• Security actions taken to protect the platform or other customers.

Unless a separate written agreement provides service credits, this SLA does not automatically provide credits, refunds, penalties, or liquidated damages for failure to meet targets. For enterprise or custom customers, service credits may be agreed in a separate order form or contract.

We may update this SLA from time to time. The updated version will be posted on our website or made available through the platform. Material changes affecting paid customers will be notified where reasonable.

Accessibility Assurance Institute
6 Quay Street, Skerries, County Dublin, Ireland.
Email: legal@aa-i.ie