Service Level Agreement (SLA)

AES ETL Control Panel for Microsoft Fabric

Publisher: Assurance eServices Inc.
Workload Name: AssuranceEServices.AESETLPanel
Version: 3.8.0
Effective Date: April 28, 2026
Last Updated: April 28, 2026

1. Introduction

This Service Level Agreement (“SLA”) describes the service level commitments that Assurance eServices Inc. (“Assurance eServices”, “AES”, “we”, “us”, or “our”) provides to customers (“Customer”, “you”, or “your”) for the AES ETL Control Panel workload for Microsoft Fabric.

This SLA is incorporated into and forms part of the Terms of Service available at: https://assuranceeservices.com/terms-of-service

1.1 Agreement Scope

This SLA applies to:

Production licenses of the AES ETL Control Panel
Paid subscription customers
Customers with active support contracts

This SLA does NOT apply to:

Trial or evaluation licenses
Development or test environments
Services suspended due to non-payment
Issues caused by factors outside our reasonable control (see Section 10)

1.2 Data Collection and Privacy

Transparency: In alignment with our Privacy Policy, AES collects and stores ONLY 7 operational identifiers:

Data Point	Purpose
tenantId	Identify your Fabric tenant
workspaceId	Identify workspace
graphqlitemId	Identify pipeline item
JobCount	Track job count
JobStepCount	Track job step count
LastJobAuditID	Track last audit ID
LastJobStepAuditID	Track last step audit ID

What AES Does NOT Collect:

❌ Execution logs, telemetry, or performance metrics
❌ Personal information or user identities
❌ Pipeline configurations or business data
❌ Diagnostic data or error messages

Your Data Remains in Your Control:

✅ Pipeline configurations stored in your OneLake
✅ Execution logs (if enabled) in your OneLake Lakehouse
✅ All business data remains in your Fabric tenant

See our complete Privacy Policy for details.

2. Definitions

2.1 Key Terms

Availability: The percentage of time the AES ETL Control Panel frontend service is operational and accessible to customers during a calendar month.

Downtime: Any period during which the frontend service is unavailable for more than five consecutive minutes.

Scheduled Maintenance: Pre-announced maintenance windows where the service may be unavailable, excluded from availability calculations.

Monthly Uptime Percentage: Calculated as:

((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Service Credit: Compensation provided to customers when availability falls below committed SLA levels.

Incident: Any event that causes or may cause service disruption or degradation.

Service Request: Customer-initiated request for information, assistance, or service.

3. Service Availability Commitment

3.1 Uptime Commitment

Assurance eServices commits to the following availability levels:

Service Component	Monthly Uptime Commitment	Maximum Downtime/Month
Frontend Interface	99.9%	43.8 minutes
API Endpoints	99.9%	43.8 minutes
Authentication Service	99.9%	43.8 minutes

3.2 Exclusions from Downtime

The following are excluded from downtime calculations:

Scheduled Maintenance:

Pre-announced at least 7 days in advance
Limited to 4 hours per month maximum
Conducted during off-peak hours when possible

Force Majeure Events:

Natural disasters, pandemics, acts of God
War, terrorism, riots, civil unrest
Government actions or legal restrictions
Internet backbone failures beyond our control

Third-Party Service Failures:

Microsoft Fabric platform unavailability
Microsoft Entra ID authentication failures
Azure infrastructure outages
DNS provider failures

Customer-Caused Issues:

Misconfiguration by customer
Exceeding capacity or rate limits
Customer’s network or infrastructure issues
Unauthorized modifications or integrations

Planned Deployments:

Zero-downtime deployments (successful)
Updates with customer agreement
Emergency security patches (critical vulnerabilities)

3.3 Measurement Period

Availability is measured on a calendar month basis (12:00 AM UTC on the first day to 11:59 PM UTC on the last day of each month).

4. Service Credits

4.1 Credit Structure

If we fail to meet the committed uptime percentage, you are eligible for service credits as follows:

Monthly Uptime Percentage	Service Credit
99.0% – 99.89%	10% of monthly fees
95.0% – 98.99%	25% of monthly fees
Below 95.0%	50% of monthly fees

4.2 Credit Calculation

Example:

Monthly subscription fee: $1,000
Actual uptime: 99.5%
Credit: 10% of $1,000 = $100

4.3 Requesting Service Credits

Customer Responsibilities:

Submit credit request within 30 days of incident
Provide incident details (date, time, duration, impact)
Include supporting documentation (screenshots, logs)
Submit through support portal: https://assuranceeservices.com/support

Our Response:

Acknowledge request within 2 business days
Investigate and validate claim within 10 business days
Apply approved credits to next billing cycle
Provide written explanation for any denied claims

4.4 Credit Limitations

Maximum Credit: Service credits cannot exceed 50% of monthly fees for any given month.

Sole Remedy: Service credits are your sole and exclusive remedy for any availability failures.

No Cash Value: Credits cannot be redeemed for cash or refunds.

Account in Good Standing: Credits only available if account is current on all payments.

5. Performance Targets

5.1 Response Time Commitments

Frontend Interface Performance:

Operation	Target Response Time	95th Percentile
Page Load (Initial)	< 2 seconds	< 3 seconds
Page Load (Cached)	< 500 ms	< 1 second
API Calls (Simple)	< 500 ms	< 1 second
API Calls (Complex)	< 2 seconds	< 5 seconds
Data Visualization Rendering	< 3 seconds	< 5 seconds

Note: Performance targets assume normal network conditions and reasonable data volumes. Performance may vary based on customer’s Fabric capacity, network latency, and data complexity.

Performance Measurement:

Frontend performance monitored by AES infrastructure monitoring
Actual user experience may vary based on network and browser
Detailed execution metrics are customer-managed in OneLake (not collected by AES)

5.2 Data Processing Performance

Pipeline Execution:

Job monitoring updates: Manual Refresh
AES tracks: JobCount, JobStepCount, LastJobAuditID, LastJobStepAuditID (operational identifiers only)
Detailed execution metrics: Customer-managed in OneLake (not collected by AES)

Note: Actual pipeline execution time depends on customer’s Fabric capacity, data volume, and Spark configuration. Detailed performance monitoring is available through customer-controlled OneLake logging.

6. Support Commitments

6.1 Support Channels

Available Support Channels:

Email: support@assuranceeservices.com
Support Portal: https://assuranceeservices.com/support
Phone (Premium/Enterprise): +1 (469) 664-5313
Documentation: https://assuranceeservices.com/docs
Knowledge Base: https://assuranceeservices.com/kb

6.2 Support Hours

Standard Support:

Business Hours: Monday-Friday, 8 AM – 6 PM Central Time (CT)
Excludes US federal holidays
Email and portal support only

Premium Support:

24/7/365 coverage
Phone, email, and portal support
Includes weekends and holidays

Enterprise Support:

24/7/365 dedicated support
Named support engineer
Proactive monitoring and alerts
Quarterly business reviews

6.3 Severity Levels

Severity 1 – Critical:

Definition: Complete service outage affecting all users
Examples: Frontend inaccessible, authentication failures, data loss
Impact: Business-critical operations halted

Severity 2 – High:

Definition: Major functionality impaired, significant user impact
Examples: Key features unavailable, performance severely degraded
Impact: Major business operations affected

Severity 3 – Medium:

Definition: Partial functionality impaired, limited user impact
Examples: Non-critical features unavailable, minor performance issues
Impact: Minor business operations affected

Severity 4 – Low:

Definition: Minimal impact, cosmetic issues, questions
Examples: UI display issues, documentation errors, how-to questions
Impact: Negligible business impact

6.4 Response Time Commitments

Standard Support (Business Hours):

Severity	Initial Response	Status Updates	Resolution Target
Severity 1	4 hours	Every 4 hours	24 hours
Severity 2	8 hours	Every 8 hours	48 hours
Severity 3	24 hours	Daily	5 business days
Severity 4	48 hours	As needed	Best effort

Premium Support (24/7):

Severity	Initial Response	Status Updates	Resolution Target
Severity 1	1 hour	Every 2 hours	8 hours
Severity 2	2 hours	Every 4 hours	16 hours
Severity 3	8 hours	Daily	3 business days
Severity 4	24 hours	As needed	Best effort

Enterprise Support (24/7 Dedicated):

Severity	Initial Response	Status Updates	Resolution Target
Severity 1	30 minutes	Every hour	4 hours
Severity 2	1 hour	Every 2 hours	8 hours
Severity 3	4 hours	Every 8 hours	2 business days
Severity 4	8 hours	As needed	Best effort

6.5 Resolution Target Notes

Resolution Targets are Goals, Not Guarantees:

Targets depend on issue complexity and customer responsiveness
Some issues may require longer resolution times
Workarounds provided when permanent fixes take longer
Escalation available if targets are not met

Customer Responsibilities:

Provide timely responses to information requests
Provide access to systems for troubleshooting (as needed)
Designate technical contacts for escalations
Test and validate proposed solutions

7. Maintenance Windows

7.1 Scheduled Maintenance

Notification:

Minimum 7 days advance notice via email and status page
Emergency maintenance: 24 hours notice when possible
Critical security patches: As soon as safely possible

Frequency and Duration:

Routine maintenance: Monthly maximum
Maximum duration: 4 hours per maintenance window
Preferred window: Sundays, 2 AM – 6 AM UTC

Customer Impact:

Zero-downtime deployments whenever possible
Read-only mode during database maintenance
Full service restoration within maintenance window

7.2 Emergency Maintenance

Critical Situations Requiring Emergency Maintenance:

Security vulnerabilities requiring immediate patching
Data integrity issues
Significant service degradation affecting customers

Emergency Procedures:

Notify customers as soon as possible
Provide status updates every 30 minutes during maintenance
Post-maintenance incident report within 24 hours

8. Monitoring and Reporting

8.1 Service Monitoring

Our Monitoring:

24/7 automated monitoring and alerting
Health checks every 60 seconds
Multi-region monitoring for global availability
Service availability metrics collection

Data Collection for Monitoring:

AES collects ONLY 7 operational identifiers: tenantId, workspaceId, graphqlitemId, JobCount, JobStepCount, LastJobAuditID, LastJobStepAuditID
These identifiers enable basic service operation tracking
NO execution logs, performance telemetry, or detailed diagnostic data collected by AES
Customer can optionally write detailed monitoring data to their own OneLake (customer-controlled)

Status Page:

Real-time service status: https://status.assuranceeservices.com
Historical uptime data (90 days)
Incident history and postmortems
Scheduled maintenance calendar
Subscribe to status notifications (email, webhook, RSS)

8.2 Customer Reporting

Monthly SLA Reports:

Available to Premium and Enterprise customers
Delivered within 5 business days of month end
Includes uptime percentage, incidents, and basic operational metrics
Available through support portal

Report Contents:

Monthly uptime percentage
Number and duration of incidents
Root cause analysis for Severity 1/2 incidents
Basic operational metrics (based on 7 operational identifiers collected by AES)
Support ticket metrics

Note on Performance Data:

Detailed performance metrics are customer-managed in OneLake (if enabled)
AES reports only contain service availability and operational data
Pipeline execution performance data remains in customer’s control

9. Data Protection and Recovery

9.1 Data Backup

Customer Data Storage (Your OneLake):

Pipeline configurations, job definitions, and business data stored in your OneLake storage
You control backup and retention policies
OneLake automatic versioning enabled
30-day version history minimum
Point-in-time recovery available

AES Operational Data (AES Databases):

AES maintains backups of the 7 operational identifiers stored in AES databases
Identifiers: tenantId, workspaceId, graphqlitemId, JobCount, JobStepCount, LastJobAuditID, LastJobStepAuditID
Automated daily backups with redundancy
Encrypted backups using AES-256 encryption
Enables service restoration in disaster recovery scenarios

Data Separation:

Your pipeline content and business data: Controlled by you in OneLake
AES operational identifiers: Backed up by AES for service continuity

9.2 Disaster Recovery

Recovery Objectives:

Recovery Time Objective (RTO): 4 hours
Recovery Point Objective (RPO): 15 minutes
Maximum Tolerable Downtime (MTD): 8 hours

Disaster Recovery Procedures:

Multi-region deployment capability
Automated failover for frontend service
AES operational identifiers (7 data points) protected with encrypted backups
Regular DR testing (quarterly)
Documented recovery procedures

Data Recovery Scope:

AES Responsibility: Restore frontend service and 7 operational identifiers
Customer Responsibility: Your OneLake data protected by Microsoft Fabric’s built-in resilience

Full BCDR Policy: https://assuranceeservices.com/bcdr-policy

10. Limitations and Exclusions

10.1 Service Dependencies

The following dependencies are outside our SLA scope:

Microsoft Fabric Platform:

Workspace and capacity availability
OneLake storage availability
Spark compute availability
Fabric API availability

Microsoft Entra ID:

Authentication service availability
Conditional access policy functionality
Token issuance and validation

Azure Infrastructure:

Azure Static Web Apps availability
Azure network infrastructure
Azure DNS services
Azure CDN availability

Customer Environment:

Customer’s network connectivity
Customer’s browser and device
Customer’s Fabric capacity configuration
Customer’s data volume and complexity

10.2 Fair Use Policy

Service is subject to fair use:

Reasonable usage patterns expected
No abuse or excessive API calls
Rate limiting may apply (100 requests/minute per user)
Bulk operations should be throttled appropriately

Excessive Use:

We reserve the right to throttle or suspend excessive usage
Customer notification before any throttling action
Opportunity to optimize usage patterns
Enterprise plans available for high-volume usage

11. SLA Modifications

11.1 Changes to SLA

Modification Rights:

We may modify this SLA with 90 days’ written notice
Changes effective at your next renewal date
Material changes requiring customer acceptance

Notification Methods:

Email to primary account contact
Announcement on status page
In-app notification

11.2 Customer Acceptance

Continued Use Constitutes Acceptance:

Continuing to use service after effective date = acceptance
If you don’t accept changes, you may terminate (see Section 12)

12. Termination

12.1 Effect of Termination on SLA

Upon termination of service:

SLA commitments end on termination date
Service credits through termination date still available
Outstanding credit requests must be submitted within 30 days
Approved credits applied to final invoice

12.2 Data Access After Termination

Post-Termination:

Your Data (OneLake): Your pipeline configurations and business data remain in your OneLake storage under your control
AES Operational Identifiers: The 7 operational identifiers stored by AES are retained for 90 days (grace period for service restoration), then automatically deleted
Immediate Deletion: You may request immediate deletion of the 7 operational identifiers by contacting privacy@assuranceeservices.com
Your Responsibility: Manage your OneLake retention policies and data access
No Service Credits: No service credits for terminated accounts

13. Escalation Procedures

13.1 Support Escalation

Level 1 – Support Engineer:

Initial point of contact
Handles majority of issues
Access to knowledge base and documentation

Level 2 – Senior Support Engineer:

Complex technical issues
Escalated from Level 1
Direct product team access

Level 3 – Engineering Team:

Critical issues requiring code changes
Product bugs and defects
Architecture and design issues

Level 4 – Management:

Unresolved issues after 48 hours (Severity 1/2)
SLA disputes
Escalation requests

13.2 Executive Escalation

When to Escalate:

Critical issue unresolved beyond SLA commitment
Major business impact with insufficient progress
Disputes regarding SLA credits or billing

Escalation Contacts:

Support Manager: supportmgr@assuranceeservices.com
VP of Customer Success: customersuccess@assuranceeservices.com
CTO: cto@assuranceeservices.com

Response Time:

Executive escalations acknowledged within 2 hours (24/7)
Executive involvement in resolution
Root cause analysis and prevention plan

14. Service Improvements

14.1 Continuous Improvement

We are committed to:

Regular infrastructure upgrades
Performance optimization
Security enhancements
Feature updates and improvements

Improvement Process:

Quarterly service reviews
Customer feedback integration
Industry best practice adoption
Proactive monitoring and optimization

14.2 Customer Feedback

We welcome feedback on:

Service performance and reliability
Support quality and responsiveness
Documentation completeness
Feature requests and enhancements

Provide Feedback:

Email: feedback@assuranceeservices.com
Support portal: https://assuranceeservices.com/support
Quarterly business reviews (Enterprise customers)

15. Compliance and Certifications

15.1 Compliance Standards

We maintain compliance with:

SOC 2 Type II (Security, Availability, Confidentiality)
ISO 27001:2013 (Information Security Management)
GDPR (General Data Protection Regulation)
CCPA (California Consumer Privacy Act)

Audit Reports:

Available to customers under NDA
Request through: compliance@assuranceeservices.com

15.2 Service Auditing

Regular Audits:

Annual SOC 2 Type II audit
Annual ISO 27001 surveillance audit
Quarterly internal security assessments
Annual penetration testing

16. Contact Information

16.1 SLA Questions

For questions about this SLA:

Email: sla@assuranceeservices.com
Support Portal: https://assuranceeservices.com/support
Phone: +1 (469) 664-5313

16.2 Service Credit Claims

To request service credits:

Log into support portal: https://assuranceeservices.com/support
Create new ticket with category “SLA Credit Request”
Provide incident details and impact assessment
Attach supporting documentation

Or email: billing@assuranceeservices.com

16.3 Emergency Support

For critical issues (Severity 1):

Phone: +1 (469) 664-5313 (24/7)
Email: support@assuranceeservices.com (monitored 24/7)
Subject Line: [CRITICAL] Brief description

Service Documentation:

Terms of Service: https://assuranceeservices.com/terms-of-service
Privacy Policy: https://assuranceeservices.com/privacy-policy
Security Documentation: https://assuranceeservices.com/security
BCDR Policy: https://assuranceeservices.com/bcdr-policy
Compliance Attestation: https://assuranceeservices.com/fabric-workload-compliance-attestation

Technical Documentation:

Product Documentation: https://assuranceeservices.com/docs
Knowledge Base: https://assuranceeservices.com/kb
API Reference: https://assuranceeservices.com/docs/api

Service Status:

Status Page: https://status.assuranceeservices.com
Incident History: https://status.assuranceeservices.com/history

18. Agreement Acceptance

By using the AES ETL Control Panel service, you acknowledge that you have read, understood, and agree to be bound by this Service Level Agreement.

Company Information:

Legal Name: Assurance eServices Inc.
Mailing Address: 804Morningside Trl, Murphy,TX 75094.
Email: legal@assuranceeservices.com
Phone: +1 (469) 664-5313
Website: https://assuranceeservices.com

19. Document Control

Version History:

Version	Date	Changes	Author
1.0	April 28, 2026	Initial release	Operations Team
1.1	April 28, 2026	Updated data collection and storage sections to align with Privacy Policy	Operations Team

Document Information:

Document Owner: VP of Operations
Review Frequency: Quarterly
Next Review Date: July 28, 2026
Approval Authority: Executive Leadership Team

Document Classification: Public
Document Version: 1.1
Publication Date: April 28, 2026
Effective Date: April 28, 2026
Next Review: July 28, 2026