SLA Overview

Mission-critical infrastructure guarantee

43 minutes per month allowable downtime

Mission-critical infrastructure guarantee

43 minutes per month allowable downtime

Mission-critical infrastructure guarantee

43 minutes per month allowable downtime

Critical issue response SLA

P1 incidents addressed immediately

Critical issue response SLA

P1 incidents addressed immediately

Critical issue response SLA

P1 incidents addressed immediately

Critical issue resolution target

P1 incidents: 4 hours, P2: 8 hours

Critical issue resolution target

P1 incidents: 4 hours, P2: 8 hours

Critical issue resolution target

P1 incidents: 4 hours, P2: 8 hours

Service credits for downtime

Full compensation for SLA breaches

Service credits for downtime

Full compensation for SLA breaches

Service credits for downtime

Full compensation for SLA breaches

Our enterprise-grade Service Level Agreement ensures mission-critical availability for your AI infrastructure. With 99.95% uptime guarantee and dedicated support, your deployments run with confidence.

Service Level Details

Priority Level

P1 - Critical

Response

15 minutes

Resolution

4 hours

Escalation

Immediate executive escalation

Priority Level

P2 - High

Response

1 hour

Resolution

8 hours

Escalation

Engineering escalation

Engineering
escalation

Priority Level

P3 - Medium

Response

4 hours

Resolution

24 hours

Escalation

Support team investigation

Priority Level

P4 - Low

Response

24 hours

Resolution

72 hours

Escalation

Standard support process

Customer Success Model

Every enterprise customer receives a dedicated team of specialists working together to ensure your success. Our multi-tier support model combines strategic guidance with 24/7 technical excellence.

Premium Onboarding

White-glove cluster deployment

Bespoke Strategy

Tailored AI roadmap alignment

Capacity Optimization

Advanced telemetry & analytics

Priority Resolution

Direct executive escalation

Strategic Insights

Comprehensive quarterly audits

Premium Onboarding

White-glove cluster deployment

Bespoke Strategy

Tailored AI roadmap alignment

Capacity Optimization

Advanced telemetry & analytics

Priority Resolution

Direct executive escalation

Strategic Insights

Comprehensive quarterly audits

Dedicated Customer Success Manager

Your primary point of contact

Key Responsibilities

Quarterly business reviews

Strategic planning & roadmap alignment

Usage analytics & optimization

Executive communication liaison

Technical Account Manager

Expert technical guidance

Key Responsibilities

Architecture reviews

Performance optimization

Incident coordination

Technical training & enablement

Performance Telemetry

Performance Telemetry

Performance Telemetry

Operations Center Coverage

24/7 enterprise support

Key Responsibilities

Round-the-clock monitoring

Proactive issue detection

Emergency incident response

Capacity planning coordination

Review Cadence

Proactive Support

Continuous system telemetry

Proactive Support

Continuous system telemetry

Proactive Support

Continuous system telemetry

Weekly Syncs

Operations team check-ins

Quarterly Reviews

Strategic business reviews

Weekly Syncs

Operations team check-ins

Quarterly Reviews

Strategic business reviews

Strategic Alignment

dedicated team understands

Rapid Escalation

Direct engineering routing

Strategic Alignment

dedicated team understands

Rapid Escalation

Direct engineering routing

Monthly Analytics

Cluster utilization insights

Monthly Analytics

Cluster utilization insights

Monthly Analytics

Cluster utilization insights

AI Factory Operations Center

Our 24/7 operations center monitors your infrastructure with real-time telemetry, predictive alerts, and proactive optimization. Every component is tracked, analyzed, and optimized for your mission-critical workloads.

ALL SYSTEMS NORMAL

GPU Cluster Performance

GPU Utilization

80%

Average across all GPU nodes

GPU Health

80%

98+ hour MTBF per unit

Fabric Network

Fabric Latency

20μs

Inter-node communication latency

STATUS

Optimal

Zero packet loss, full bandwidth utilization

Power Management

Power Consumption

61%

Capacity utilization

STATUS

Nominal

UPS online, redundant feeds active

Governance Framework & Escalation

Our hierarchical escalation process ensures critical issues receive appropriate attention and resources. Every incident is tracked, documented, and resolved with full transparency.

Level 01

Customer Operations Team

Initial incident detection and triage

Customer Operations Team

We analyze your workflows, bottlenecks, and revenue.

Operations Center

Incident coordination and monitoring

Level 02

Operations Center

Incident coordination and monitoring

Level 03

Engineering Team

Root cause analysis and resolution

Engineering Team

Root cause analysis and resolution

Executive Leadership

Strategic response and customer impact

Level 04

Executive Leadership

Strategic response and customer impact

Level 05

Critical Incident Taskforce

Immediate cross-functional crisis intervention

Critical Incident Taskforce

Launch, monitor, and continuously optimize systems.

Governance Policies

Change Management

All changes require CAB approval

72-hour advance notice for major changes

Rollback procedures pre-defined

Zero-downtime deployment practices

Security & Compliance

SOC 2 Type II certified

HIPAA compliant infrastructure

ISO 27001 compliance

Regular penetration testing

Capacity Management

Quarterly capacity reviews

80% utilization hard limit

90-day capacity forecasting

Automatic scaling protocols

Disaster Recovery

RTO < 15 minutes

RPO < 5 minutes

Monthly DR drills

Multi-region redundancy

Deployment Assurance
& Capacity Planning

Our phased deployment approach ensures smooth transitions with zero impact to your existing operations. Every step is planned, validated, and executed by our specialized teams.

Discovery

COMPLETED

(1-2 weeks)

→ Requirements analysis

→ Workload characterization

→ Capacity planning

→ Workload characterization

→ Timeline development

Design

COMPLETED

(2-3 weeks)

→ Architecture design

→ Network topology

→ Security posture

→ Failover planning

Preparation

IN-PROGRESS

(2-4 weeks)

→ Hardware procurement

→ Network setup

→ Security hardening

→ Monitoring deployment

Deployment

PENDING

(1-2 weeks)

→ Staged rollout

→ Performance validation

→ Load testing

→ Go-live support

→ Load testing

Optimization

PENDING

(Ongoing)

→ Performance tuning

→ Capacity optimization

→ Cost optimization

→ Continuous improvement

Executive
Sponsorship Program

Every enterprise customer has an executive sponsor from our leadership team, ensuring strategic alignment and rapid resolution of critical issues.

Strategic Alignment

Ongoing roadmap synchronization to ensure our AI infrastructure perfectly matches your long-term scaling ambitions.

Direct Access Line

Bypass standard support tiers with priority, unhindered communication channels directly to your executive sponsor.

Resource Prioritization

Guaranteed top-tier allocation for hardware provisioning and specialized engineering talent during critical phases.

Sponsorship Level

VP Level
VP of Operations or VP of Engineering

Involvement Frequency

Quarterly+

And on-demand for critical issues

Your Executive Sponsor

A C-level executive from our organization who has direct accountability for your success. Your sponsor participates in quarterly business reviews, escalation calls, and strategic planning sessions.

Direct line to executive leadership

Quarterly business reviews

Strategic planning alignment

Executive escalation authority

Budget accountability

Schedule Demo

Budget Authority

$100M+

And on-demand for critical issues

Zero-friction resource deployment

Instant hardware replacement approvals

Expedited engineering taskforces

Uncapped emergency incident funding

Ready to Talk?

Schedule time with our VP of Enterprise Operations to discuss your infrastructure needs and how our executive sponsorship program can support your growth.

Schedule Executive Briefing

Ready to Talk?

Schedule time with our VP of Enterprise Operations to discuss your infrastructure needs and how our executive sponsorship program can support your growth.

Schedule Executive Briefing

Enterprise Assurance

Enterprise Assurance

Enterprise Assurance

SLA Overview

SLA Overview

SLA Overview

Our enterprise-grade Service Level Agreement ensures mission-critical availability for your AI infrastructure. With 99.95% uptime guarantee and dedicated support, your deployments run with confidence.

Our enterprise-grade Service Level Agreement ensures mission-critical availability for your AI infrastructure. With 99.95% uptime guarantee and dedicated support, your deployments run with confidence.

Our enterprise-grade Service Level Agreement ensures mission-critical availability for your AI infrastructure. With 99.95% uptime guarantee and dedicated support, your deployments run with confidence.

Service Level Details

Service Level Details

Service Level Details

Customer Success Model

Customer Success Model

Dedicated Customer Success Manager

Technical Account Manager

Operations Center Coverage

Review Cadence

Review Cadence

AI Factory Operations Center

AI Factory Operations Center

AI Factory Operations Center

Governance Framework & Escalation

Governance Framework & Escalation

Governance Framework & Escalation

Governance Policies

Governance Policies

Governance Policies

Change Management

Security & Compliance

Capacity Management

Disaster Recovery

Deployment Assurance & Capacity Planning

Deployment Assurance & Capacity Planning

Deployment Assurance & Capacity Planning

Discovery

Discovery

COMPLETED

COMPLETED

Design

Design

COMPLETED

COMPLETED

Preparation

Preparation

IN-PROGRESS

IN-PROGRESS

Deployment

Deployment

PENDING

PENDING

Optimization

Optimization

PENDING

PENDING

Executive Sponsorship Program

Executive Sponsorship Program

Executive Sponsorship Program

Every enterprise customer has an executive sponsor from our leadership team, ensuring strategic alignment and rapid resolution of critical issues.

Quarterly+

Quarterly+

Quarterly+

Your Executive Sponsor

Your Executive Sponsor

Your Executive Sponsor

Budget Authority

Budget Authority

Budget Authority

$100M+

$100M+

$100M+

Ready to Talk?

Ready to Talk?

Ready to Talk?

Quick Links

Utilities

Keep in touch

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Utilities

Deployment Assurance
& Capacity Planning

Deployment Assurance
& Capacity Planning

Deployment Assurance
& Capacity Planning

Executive
Sponsorship Program

Executive
Sponsorship Program

Executive
Sponsorship Program