Service Level Agreement

This Service Level Agreement describes the delivery, support, and availability commitments for RiskD3M, an Agent as a Service offering provided by ElasticD3M, LLC. It supplements our Terms of Use. It sets service commitments; it does not warrant any materiality determination, disclosure position, or regulatory outcome, which remain yours.

1. Delivery

For the Cyber Financial Materiality Analysis (one-time), once you have completed intake and provided the facts the analysis requires, we prepare the decision-support package and release it for your review, targeting five (5) business days. For Continuous Materiality Readiness (monthly), we prepare a readiness deliverable each billing cycle from the evidence connected to your account. Every deliverable is held for a named human release before it is sent, so timing depends in part on the completeness of the facts and evidence you supply.

2. Support

Support is by email at [email protected]. We target a response within one (1) business day for routine questions and same business day for a delivery issue on a paid engagement. Support covers the use of RiskD3M and the deliverables; it is not legal, accounting, or actuarial advice, and we do not make the materiality determination for you.

3. Availability

The RiskD3M website and portal are provided on a commercially reasonable, best-effort basis, targeting 99.5% monthly availability, excluding scheduled maintenance and events outside our reasonable control. RiskD3M is not a real-time monitoring or emergency-response service; deliverables are asynchronous work products for your review.

4. Data handling

Data is processed in the United States under our Data Processing Agreement and Privacy Policy. Cloud evidence is read on a read-only basis; RiskD3M does not change your environment.

5. Remedies

If we materially miss a delivery commitment on a paid engagement for reasons within our control and do not cure it promptly after you notify us, your remedy is the one stated in your order or, absent that, a pro-rata service credit or refund for the affected engagement, at our election. This is your exclusive remedy for a service-level miss. Nothing in this Agreement guarantees any regulatory, disclosure, or litigation result. Limitations of liability in the Terms of Use apply.