Service Level Agreement
SERVICE LEVEL AGREEMENT (v2.2)
Last Updated: 2025-11-02
1. UPTIME
99.9% monthly uptime measured via internal monitoring across our global network.
2. EXCLUSIONS
- Rate-limiting
- Invalid credentials
- Customer network issues
- Maintenance windows
- Force majeure
3. SLA CREDITS
- <99.9% → 10%
- <99.0% → 25%
4. SEVERITY LEVELS
- Sev1: Outage
- Sev2: Major degradation
- Sev3: Minor issue
5. RESPONSE
- Sev1: 1 hour
- Sev2: 4 hours
- Sev3: Next business day