Legal
Service Level Agreement
Effective: January 1, 2026. Enterprise SLA terms defined in your MSA supersede this page.
View current status →1. Definitions
UptimePercentage of calendar minutes in a billing month during which the API returns non-5xx responses to syntactically valid requests. Calculated as: (total_minutes − downtime_minutes) / total_minutes × 100.
DowntimeAny continuous period of ≥ 2 minutes where error rate on valid requests exceeds 5%, or the API is entirely unreachable.
Scheduled maintenanceMaintenance announced via the status page at least 48 hours in advance. Excluded from uptime calculations.
SLA creditService credit applied to the next invoice. Non-transferable, not redeemable for cash.
2. Uptime commitments
PlanMonthly uptime targetContractual SLA
Self-serve99.9%No (best effort)
Enterprise99.95%Yes
Enterprise+99.99%Yes
3. Incident classification & response times
LevelDefinitionAcknowledgmentMitigation target
P0Full service outage — API returning 5xx on all requests15 min1 hour target
P1Partial outage — error rate > 5% on subset of models/regions30 min4 hours target
P2Degraded performance — elevated latency, no data loss2 hours24 hours target
P3Minor issue — individual feature impaired, workaround exists1 business dayNext release cycle
4. Support response times
TierCritical (P0/P1)Standard (P2)Channel
Self-serveBest effortBest effortEmail
Enterprise< 1 hr (business hours)< 4 hrDedicated Slack
Enterprise+< 1 hr (24/7)< 2 hrSlack + phone
5. Credit schedule (Enterprise plans)
Uptime achievedCredit
99.0% – 99.9% (Enterprise) / 99.5% – 99.95% (Enterprise+)10% of affected month
95.0% – 99.0%25% of affected month
Below 95.0%50% of affected month
6. Exclusions
- Force majeure events (natural disasters, war, government action)
- Client-side network issues or misconfigured API credentials
- Scheduled maintenance announced ≥ 48 hours in advance
- Upstream provider outages beyond our reasonable control
- Free-tier, trial, or sandbox accounts
- Failures caused by customer-written code or third-party integrations