Service Level Agreement (SLA)

1. Coverage

This SLA applies to customers on Business or Enterprise plans (or a signed order form that references this SLA). It covers the public API gateway for subscribed APIs during the subscription term.

2. Monthly uptime target

• Business: 99.5% monthly uptime for the gateway.
• Enterprise: 99.9% monthly uptime for the gateway (or as stated in the order form).

Uptime is measured as successful responses (non-5xx attributable to our gateway) divided by total valid requests in the calendar month, excluding scheduled maintenance announced at least 48 hours in advance and issues outside our control (customer misconfiguration, upstream third-party APIs you choose to call beyond our gateway, internet provider failures, force majeure).

3. Service credits

If we miss the monthly target, eligible customers may request a service credit:

• 99.0% – < target: 10% of that month’s affected subscription fee
• 95.0% – < 99.0%: 25% of that month’s affected subscription fee
• Below 95.0%: 50% of that month’s affected subscription fee

Credits are applied to future invoices, not paid as cash, and must be requested within 30 days after the month ends via [email protected]. Total credits in a month will not exceed 50% of that month’s fees for the affected service.

4. Support response goals

• Business: critical outages — first response within 8 business hours; general tickets within 1 business day.
• Enterprise: critical outages — first response within 4 hours (24×7 if contracted); general tickets within 1 business day.

Status updates are published on the status page when there is a platform-wide incident.

5. Sole remedy

Service credits are your sole and exclusive remedy for downtime under this SLA, unless a signed Enterprise agreement states otherwise. This SLA does not modify the liability caps in the Terms of Service.