Service Level Agreement

01Scope and eligibility

The uptime commitment and service credits in this SLA apply to workspaces on an active, paid Enterprise subscription. The support response targets in section 5 list what every plan receives. We may agree to different terms in a signed order form; where we do, that document controls.

02Uptime commitment

For Enterprise subscriptions, we commit to a Monthly Uptime Percentage of at least 99.9% for the Covered Endpoints: the gateway evaluation APIs (tool-call scoring, card verification, and inbound verification) and the audit export API.

We monitor availability of the Covered Endpoints continuously and notify affected customers of incidents that affect them. Live component health, 90 days of uptime history, and the incident timeline are published on our status page.

03Measurement and exclusions

Monthly Uptime Percentage is measured per calendar month as the percentage of minutes in which the Covered Endpoints were able to accept and process requests, based on our monitoring. Downtime excludes unavailability caused by:

• scheduled maintenance announced at least 48 hours in advance;
• your equipment, software, network, or configuration, including misconfigured policies, revoked keys, or exceeded plan limits;
• third-party services outside our control, including identity providers, SIEM destinations, and notification services;
• force majeure events as described in the Terms of Service; and
• suspension or termination permitted under the Terms.

04Service credits

If the Monthly Uptime Percentage for a month falls below the commitment, you are eligible for a credit against future invoices, calculated as a percentage of the monthly fee attributable to that month:

• below 99.9% but at or above 99.0%: a 10% credit;
• below 99.0% but at or above 95.0%: a 25% credit;
• below 95.0%: a 50% credit.

Service credits are your sole and exclusive remedy for any failure to meet this SLA. Credits never exceed the fee for the affected month, have no cash value, and do not apply to free or trial usage.

05Support response targets

We target the following first response times, by plan:

• Free: community support and documentation.
• Pro: email support, first response within 2 business days.
• Team: email support, first response within 1 business day.
• Enterprise: priority support with a shared channel where agreed. First response within 4 business hours for critical issues (the Service is unavailable or materially degraded in production) and within 1 business day for everything else.

Business hours are 09:00 to 18:00 US Eastern, Monday through Friday, excluding US public holidays, unless your order form says otherwise.

06How to claim

To claim a service credit, email us within 30 days of the end of the affected month with your workspace identifier, the dates and times of the unavailability, and any supporting logs. We verify claims against our monitoring and apply eligible credits to a future invoice.

07Changes to this SLA

We may update this SLA from time to time. Material reductions take effect at your next renewal, not mid-term. The date above reflects the latest revision.

08How to contact us