Service Level Agreement
Last Updated: August 2, 2026
This SLA applies to all paid subscriptions to the Athena CMMC platform, including subscriptions purchased through AWS Marketplace.
1. Uptime Commitment
Athena Consulting Group (ACG) commits to a monthly uptime of at least 99.5% for the Athena production application (the customer-facing web UI and authenticated API endpoints required to use Athena's core modules: Scope, Enclave, SRM, Assessment, War Room, Evidence Vault, Athena Drafts, and the artifact exports).
2. Definitions
- "Monthly Uptime Percentage" = (Total minutes in the calendar month − Unavailable minutes) ÷ Total minutes in the calendar month, expressed as a percentage.
- "Unavailable" means the Athena production application returns server errors (HTTP 5xx) or fails to load for >5 consecutive minutes for a majority of customers, as measured by ACG's monitoring.
- "Service Credit" means a credit applied to a future invoice (direct subscriptions) or processed via the AWS Marketplace refund mechanism (AWS Marketplace subscriptions).
3. Service Credit Schedule
| Monthly Uptime | Service Credit |
|---|---|
| < 99.5% and ≥ 99.0% | 10% of the monthly subscription fee for the affected month |
| < 99.0% and ≥ 95.0% | 25% of the monthly subscription fee for the affected month |
| < 95.0% | 50% of the monthly subscription fee for the affected month |
For fixed-term AWS Marketplace contracts (1, 12, 24, or 36 months), the "monthly subscription fee" is calculated as the total contract value divided by the contract term in months. Service Credits are the customer's sole and exclusive remedy for any breach of this SLA.
4. Exclusions
The following are not counted as Unavailable time:
- Scheduled maintenance announced at least 48 hours in advance.
- Emergency maintenance to address a security vulnerability or imminent production risk.
- AWS regional or service outages, or outages of other third-party infrastructure providers.
- Customer-caused issues, including misconfigured identity providers, network restrictions, or device-side problems.
- Force majeure events (natural disasters, war, large-scale internet outages, government action, etc.).
- Beta, preview, or experimental features explicitly labeled as such in the Athena UI.
- Suspension or termination of the customer's account in accordance with the Terms of Service.
5. How to Claim a Service Credit
To claim a Service Credit, email cmmc@athenaconsultinggroup.com within 30 days of the end of the affected calendar month with the subject line "SLA Credit Request" and include:
- Your AWS Account ID and AWS Marketplace
CustomerIdentifier, or your Athena tenant identifier for direct subscriptions. - The calendar month for which the credit is being claimed.
- The dates, times, and approximate duration of the outage(s).
- Any relevant logs, screenshots, or correlation IDs from the Athena UI.
ACG will validate the claim against its monitoring and respond within 15 business days. Approved credits are applied to the next invoice (direct subscriptions) or processed through AWS Marketplace (AWS Marketplace subscriptions).
6. Relationship to Other Agreements
This SLA is governed by, and forms part of, theAthena Terms of Serviceand theRefund & Cancellation Policy. To the extent of any conflict between this SLA and the AWS Customer Agreement or the AWS Marketplace Standard Contract for SaaS for purchases made through AWS Marketplace, the AWS terms control.