Service Level Agreement (SLA)

This document defines service level commitments, support tiers, and guarantees for the platform.

Service Tiers

Service tiers describe operational posture and support commitments. Commercial terms and pricing are intentionally excluded from this repository; capacity limits and contract terms are deployment-specific.

Capability	Starter	Professional	Enterprise
Intended use	Evaluation and prototypes	Production workloads	Mission-critical and regulated workloads
Uptime target	99.0%	99.9%	99.95%
Support channels	Community forum and issue tracker	Email/ticketing and shared chat	24/7 on-call, dedicated channel, named contacts
Response targets	Best effort	Targeted (business hours)	Targeted (24/7)
Disaster recovery	Single region	Single region	Multi-region options
Data retention	Short	Medium	Extended / configurable
Service credits	Not applicable	Contract-defined	Contract-defined

Uptime Guarantees

Definition of "Uptime"

Uptime = Percentage of time the API is available and responsive over a calendar month.

Availability Calculation:

Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Uptime Targets by Tier

Tier	Monthly Uptime Target	Downtime Allowed (Monthly)	Downtime Allowed (Weekly)
Starter	99.0%	7.3 hours (438 minutes)	1.68 hours (101 minutes)
Professional	99.9%	43.8 minutes	10.1 minutes
Enterprise	99.95%	21.9 minutes	5.04 minutes

What Counts as "Downtime"

Downtime includes:

• API returns 500, 502, 503, 504 errors
• Request timeouts after 30 seconds
• Complete regional outage
• Database unavailability

Downtime excludes:

• Scheduled maintenance (with advance notice)
• Customer configuration errors
• Quota exceeded (customer exceeded agreed limits)
• Third-party API failures
• Force majeure events

Uptime Monitoring

Monitoring Method: Synthetic checks from 3 geographically distributed regions

Health Check Frequency: Every 60 seconds

Failure Criteria: 3 consecutive failures (180 seconds) = downtime starts

Support Response Times

Support Channels by Tier

Channel	Starter	Professional	Enterprise
Community forum	✅	✅	✅
Issue tracker	✅	✅	✅
Email support	❌	✅	✅
Shared chat channel	❌	✅	✅
Phone support	❌	❌	✅ (24/7)
Dedicated chat channel	❌	❌	✅
Customer success manager	❌	❌	✅

Response Time SLAs

Severity	Starter	Professional	Enterprise
P0 (Critical)	N/A	4 hours	15 minutes
P1 (High)	N/A	4 hours	1 hour
P2 (Medium)	Best effort	24 hours	4 hours
P3 (Low)	Best effort	48 hours	24 hours

note

Response time = time to first human reply, NOT time to resolution.

Support Coverage Hours

Tier	Coverage
Starter	Community-driven (no guaranteed hours)
Professional	9 AM - 6 PM ET, Monday-Friday
Enterprise	24/7/365 (on-call rotation)

Performance Targets

API Latency (P95)

Endpoint	Professional	Enterprise
POST /chat/commands	< 500ms	< 300ms
POST /webhooks/:tenant_id/:workflow_id	< 800ms	< 500ms
GET /tenants	< 200ms	< 100ms
POST /outcomes/:execution_id	< 300ms	< 200ms

Workflow Execution Time

Workflow Type	Professional	Enterprise
Simple (no external APIs)	< 5 seconds	< 3 seconds
Complex (multiple APIs)	< 30 seconds	< 20 seconds
Async (human-in-the-loop)	Up to 24 hours	Up to 24 hours

Throughput Limits

Tier	Requests/Second (per tenant)	Burst Capacity
Starter	10 req/s	50 req/s for 10 seconds
Professional	100 req/s	500 req/s for 30 seconds
Enterprise	1,000 req/s	5,000 req/s for 60 seconds

Rate Limiting Behavior:

• Requests exceeding limit receive 429 Too Many Requests
• Retry-After header indicates seconds to wait
• No executions are lost (requests can be retried)

Service Credits

Service credits, where applicable, are defined in the executed contract/order form.

Eligibility

Service credits may be issued when:

• Monthly uptime falls below the applicable SLA target
• API latency (P95) materially exceeds the stated target
• Support response time targets are missed

Exclusions

Service credits are not issued for:

• Events excluded from the SLA
• Customer-caused issues or misconfiguration
• Quota exceeded
• Third-party outages outside the platform's reasonable control

Scheduled Maintenance

Maintenance Windows

Default Schedule:

• Day: Every Tuesday
• Time: 02:00 - 04:00 UTC (9 PM - 11 PM ET Monday)
• Duration: Up to 2 hours
• Frequency: As needed (typically 1-2x per month)

Advance Notice: 7 days via:

• Email to all tenant admins
• Status page
• Chat/workspace notifications (for Professional/Enterprise)

Maintenance Types

Type	Activities	Impact	Notice	Counts Toward SLA
Low-Impact	Function updates, config changes	None	7 days	No
High-Impact	Database migrations, API updates	5-10 min downtime	7 days	No
Emergency	Critical security patches	Variable	Best effort	Yes

Incident Severity Definitions

Severity	Definition	Examples
P0 (Critical)	Complete platform outage affecting all tenants	API completely unavailable, data loss
P1 (High)	Major feature unavailable affecting many tenants	Workflow execution failing, auth broken
P2 (Medium)	Feature degraded or slow for some tenants	High latency, intermittent errors
P3 (Low)	Minor issue with workaround	UI glitch, documentation error

Exclusions

The SLA does not apply to:

1. Beta/Preview Features: Experimental features marked as beta
2. Customer-Caused Issues: Misconfiguration, invalid API usage
3. Quota Exceeded: Customer exceeded agreed limits
4. Third-Party Failures: External APIs, chat platforms
5. Force Majeure: Natural disasters, war, pandemics
6. Scheduled Maintenance: With 7-day advance notice
7. Customer Network Issues: ISP outages, firewall blocks

Monitoring & Reporting

Real-Time Monitoring

• Status Page: Public status page with real-time health
• Monitoring Dashboards: Internal metrics for all services
• Synthetic Monitoring: External checks every 60 seconds

Monthly Reports (Enterprise)

Enterprise customers receive monthly reports including:

• Uptime percentage
• P95 latency by endpoint
• Support ticket summary
• Incident post-mortems (if any)
• Usage statistics

Incident Communication

Severity	Initial Update	Ongoing Updates	Post-Mortem
P0	15 minutes	Every 30 minutes	Within 5 business days
P1	1 hour	Every 2 hours	Within 10 business days
P2	4 hours	Daily	As needed
P3	24 hours	Weekly	Not required