> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mnemom.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA and Incident Response

> The public status page, incident severity classification, and how Mnemom communicates during an incident. Contractual uptime/RTO/RPO numbers live in your Enterprise MSA.

Mnemom's pricing is usage-based with no plan tiers (see [pricing](https://www.mnemom.ai/pricing)) — you pay as you go in µ by default, or use the Service under an Enterprise contract. This page documents what's public today. A contractual uptime/RTO/RPO commitment is a matter negotiated in an Enterprise MSA's SLA exhibit, not a standing public promise; if you have one, its numbers govern over anything on this page.

<Note>
  A public status page is live at [`status.mnemom.ai`](https://status.mnemom.ai). It shows per-service operational state and uptime history. Incident communications go through the status page and, for Enterprise contract contacts, email.
</Note>

***

## Availability

Mnemom publishes a rolling-30-day availability target of **≥ 99.9%** (≈ 43 minutes of downtime budget per month) for each of five core scenarios, measured by independent synthetic probes against the live endpoints and reviewed regularly: platform availability (mnemom.ai and the core API), sign-up/login, agent claim, AI gateway inference, and trust/reputation reads. A sustained miss opens an incident automatically on the status page. See the full, current commitments at [trust.mnemom.ai/slos](https://trust.mnemom.ai/slos).

This is Mnemom's standing public commitment, applying regardless of contract. Enterprise customers with an SLA exhibit in their MSA may have additional or different contractual terms and remedies; ask your account team for the current terms.

***

## Recovery objectives

Mnemom does not publish a standing RTO/RPO commitment for the self-service tier. Enterprise contracts that include recovery objectives negotiate them individually as part of the MSA.

***

## Incident communication

A sustained miss against any of the availability commitments above opens an incident on the status page automatically. Beyond that:

* **All customers** are notified through the [status page](https://status.mnemom.ai), which carries a live update log until the incident is mitigated, then a resolution note.
* **Enterprise contract contacts** additionally receive email to their designated contact, per the notification terms in their MSA.

**Breach-notification support.** For a security-impacting incident that triggers a regulator obligation under GDPR Article 33, the HIPAA Breach Notification Rule, or sector-specific law, Mnemom provides the timeline, technical detail, and attestations needed for the customer's own notification — the customer is the reporting party. See [Compliance — shared-responsibility boundaries](/guides/compliance#shared-responsibility-boundaries).

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## How customers reach us

| Need | Where to send it |
| - | - |
| Suspected security vulnerability | Email `security@mnemom.ai`. For the open protocol repos you may also file a GitHub Security Advisory: [aap](https://github.com/mnemom/aap), [aip](https://github.com/mnemom/aip). Do **not** file public issues. Full policy at [trust.mnemom.ai](https://trust.mnemom.ai). |
| Active incident affecting your traffic | Your Enterprise account owner, or `security@mnemom.ai` for a security-impacting incident. |
| Regulator-driven breach-notification assistance | Your Enterprise account owner or `security@mnemom.ai`. |

Responsible disclosure is acknowledged within 3 business days; reproduction is confirmed within 14 days; a fix or mitigation is targeted within 90 days of acknowledgment. See [SECURITY.md](https://github.com/mnemom/docs/blob/main/SECURITY.md) for the full policy.

***

## Status page

[`status.mnemom.ai`](https://status.mnemom.ai) is live and is the same signal the availability commitments above are measured against. It publishes current operational state, active incidents with a live update log, and uptime history.

***

## See also

* [Compliance posture](/guides/compliance) — Regulatory status and shared-responsibility boundaries
* [Safe House](/concepts/safe-house) — the per-customer detection and enforcement pipeline
* [Observability](/guides/observability) — Customer-side signals for detecting degradation early
* [API reference overview](/api-reference/overview) — Error codes, rate limits, and timeouts
* [trust.mnemom.ai/slos](https://trust.mnemom.ai/slos) — The current, canonical SLO commitments


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