This Service Level Agreement ("SLA") applies to RoboVAI's AI API gateway and related services ("Service") during the term of your subscription. This SLA defines our commitments regarding Service availability and the remedies available to you if we fail to meet those commitments.
1. Service Availability Commitment
We commit to maintaining a 99.5% monthly uptime percentage for the API gateway endpoint. "Uptime" means the gateway is reachable and able to accept and route API requests. Monthly uptime is calculated as:
Monthly Uptime % = (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100
"Downtime" means the gateway returns errors or is unreachable for more than 5 consecutive minutes, excluding Scheduled Maintenance (Section 4) and Excluded Events (Section 5).
2. Uptime Measurement
- Uptime is measured from our monitoring systems at the gateway level.
- Intermittent errors lasting less than 5 minutes are not counted as Downtime.
- Uptime data is available upon request by contacting our support team.
- We calculate uptime on a calendar-month basis.
3. Service Credits
If the monthly uptime falls below the committed threshold, you are entitled to Service Credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| ≥ 99.5% | None |
| 99.0% – 99.49% | 10% of monthly subscription fee |
| 95.0% – 98.99% | 25% of monthly subscription fee |
| < 95.0% | 50% of monthly subscription fee |
Service Credits are applied as account balance and can be used for future payments. They are not cash refunds. The maximum Service Credit in any month shall not exceed 50% of the monthly subscription fee.
4. Scheduled Maintenance
- We will provide at least 48 hours advance notice for scheduled maintenance expected to cause more than 10 minutes of downtime.
- Scheduled maintenance windows are excluded from uptime calculations.
- We will attempt to perform maintenance during low-traffic periods to minimize impact.
5. Excluded Events
This SLA does not apply to downtime caused by:
- Upstream AI provider outages or degradations beyond our control
- Force majeure events (natural disasters, war, pandemics, government actions)
- Internet or network infrastructure failures outside our systems
- Issues caused by your own applications, configurations, or misuse
- DNS propagation delays or certificate renewal issues beyond our reasonable control
- DDoS attacks or security incidents requiring emergency mitigation
- Failures of third-party payment processors
- Changes to upstream provider APIs requiring adapter updates
6. Model Availability
- Individual model availability depends on upstream provider status and is not covered by this SLA.
- We maintain an auto-routing system that attempts to failover to alternative models or accounts when a provider is unavailable.
- Model-specific outages do not constitute Downtime under this SLA.
7. Claim Process
To receive Service Credits, you must submit a claim within 30 days of the end of the month in which the downtime occurred. Claims must include:
- Your account ID and the affected subscription plan
- The dates and times of the downtime incidents
- A description of the impact on your usage
We will investigate and respond within 10 business days. Approved credits will be applied to your account within the next billing cycle.
8. SLA Limitations
- This SLA applies only to paid subscription plans. Free tier or trial accounts are not covered.
- Service Credits are your sole and exclusive remedy for downtime covered by this SLA.
- Failure to submit a claim within the specified period constitutes a waiver of Service Credits for that month.
9. Changes to This SLA
We may update this SLA from time to time. Material reductions in our availability commitment will be communicated with at least 30 days' notice. The most current version is always available at this page.
10. Contact
For SLA claims or questions, please contact our support team through the means provided on our website.