Service Level Agreement (SLA)

1. Service Coverage

This SLA applies to customers of The AI Lab's Global Seal of Trust™ certification program, to AI Trust Council® membership services, and to the AI Trust Registry™ public verification service.

It does not apply to the Trust Identity Protocol itself. TIP is a free and open standard published under CC BY 4.0, and the free tier of the TIP Commercial License carries no service commitment. Anyone may read, implement or verify against the specification without entering into this agreement. Questions: info@theailab.org

2. Certification Audit Timelines

Target timelines, subject to timely provision of documentation by the applicant: application acknowledgment within 1 business day; scoping call within 5 business days of acknowledgment; Sentinel certification audit completion target of 4 to 6 weeks from scoping; Guardian certification audit completion target of 6 to 10 weeks from scoping; Sovereign certification audit completion target of 12 to 20 weeks from scoping. An engagement already in progress takes scheduling priority over a new application.

3. Website and Platform Availability

The AI Lab targets website uptime of 99.5% per calendar month, excluding scheduled maintenance windows announced with at least 48 hours' notice. The AI Trust Registry™ portal targets 99.9% availability for public seal verification queries.

4. Support Response Times

Contact: info@theailab.org, +1 (888) 885-5991. Target first response, measured in business hours from receipt: a report that public seal verification is unavailable, 4 business hours; an issue affecting a certification engagement already in progress, 1 business day; an AI Trust Council® member inquiry, 1 business day; a general inquiry, including a new certification application, 2 business days.

These are targets for a first substantive response, not for resolution. Business hours are 9:00 to 17:00 United States Eastern Time, Monday to Friday, excluding United States federal holidays.

5. Service Credits

If the uptime commitment in section 3 is not met in a calendar month: availability of 99.0% to 99.4% receives a 5% credit; availability of 95.0% to 98.9% receives a 10% credit; availability below 95.0% receives a 25% credit.

A credit is calculated against fees paid for the affected service in the month in which the shortfall occurred, and is applied to a future invoice. Credits must be requested in writing within 30 days of the end of that month. Services provided at no charge, including the free tier of the TIP Commercial License and public verification of a seal, carry no fee and therefore no credit.

6. Exclusions

This SLA does not apply to interruptions caused by factors outside The AI Lab's reasonable control (force majeure); scheduled maintenance communicated in advance; interruptions caused by customer actions; or third-party service failures beyond The AI Lab's control.

7. Changes to This Agreement

The AI Lab may revise this SLA. A revision carries a new version number and effective date at the head of this page, and the version it replaces is named there. A change that reduces a commitment takes effect 30 days after the effective date shown, so that an existing customer has notice of it. A change that raises a commitment, corrects an error or clarifies wording takes effect on the date shown.

Version history: v1.3, September 20, 2026, scope extended to the AI Trust Registry™, support targets restated by service rather than by the retired membership tiers, credit basis and business hours defined, this section added. v1.2, March 1, 2025.