Service Level Agreement

1.1 Scope

This SLA applies to the availability of the Platform and your Agent Instance, including the Web Interface (including on mobile browsers), and the Control Panel. It applies to Customers on an active, paid Plan that is not suspended. This SLA does not apply to free trials, beta features, or any component marked as beta or preview.

1.2 Uptime target

We commit to a Monthly Uptime Percentage of at least 99.5% for each Agent Instance, measured per calendar month and calculated per instance as follows:

Monthly Uptime Percentage = ((Total Minutes in Month − Excluded Minutes − Downtime Minutes) / (Total Minutes in Month − Excluded Minutes)) × 100

An "instance" is the individually provisioned Agent Instance identified in your Control Panel. Availability is measured per instance, not averaged across all of a Customer's instances.

1.3 "Downtime"

"Downtime" means a period during which your Agent Instance is unreachable through the Web Interface or Control Panel due to a fault in the Platform, as confirmed by our monitoring. Brief interruptions of less than one (1) continuous minute do not count toward Downtime individually, but repeated short interruptions within the same hour are counted cumulatively.

1.4 Excluded minutes

The following are excluded from the calculation ("Excluded Minutes"):

• Scheduled Maintenance carried out within the maintenance window described in Section 2;
• Emergency Maintenance as described in Section 2.3;
• Excluded Downtime as described in Section 5;
• Any period during which the Customer's Plan is suspended (for nonpayment or under the Acceptable Use Policy).

2.1 Scheduled Maintenance

"Scheduled Maintenance" means planned maintenance announced in advance. We will normally perform Scheduled Maintenance during the window of 02:00–06:00 Eastern Time on Sundays, local time for the the United States region. Scheduled Maintenance outside this window will be announced at least seventy-two (72) hours in advance where reasonably practicable.

2.2 Notice

We will announce Scheduled Maintenance through the Control Panel and/or by email to the account's registered contact. Announcements will state the expected window and expected impact, if any.

2.3 Emergency Maintenance

"Emergency Maintenance" means urgent work needed to address a security threat, data-protection risk, or imminent failure. Emergency Maintenance may occur with little or no advance notice. We will notify Customers as soon as reasonably practicable and keep the duration as short as reasonably possible. Emergency Maintenance time is excluded from the uptime calculation.

3.1 Measurement

Uptime is measured by our own monitoring systems, which probe each instance continuously. Where a Customer reports an availability issue that our monitoring did not record, we will investigate and, if the report is validated, count the validated period as Downtime.

3.2 Status transparency

We are committed to transparency about Platform health. We will publish incident notices and post-incident summaries for material service disruptions on our public status page (status.cyphra.io), and we will provide per-instance uptime data to Customers on reasonable request to [email protected].

4.1 Credit tiers

If the Monthly Uptime Percentage for an instance falls below 99.5%, the Customer may claim a Service Credit for that instance as follows:

4.2 Nature of credits

Service Credits are applied against future fees for the same Plan. Service Credits are the sole form of compensation under this SLA; no cash refunds are provided under this SLA. Credits have no cash value, cannot be transferred, and expire if the account is terminated. Credits are the Customer's exclusive remedy for Downtime and unavailability, as further stated in the Terms.

4.3 Monthly cap

The total Service Credits issued to a Customer under this SLA in any calendar month shall not exceed fifty percent (50%) of the fees paid for the affected instances for that month.

Downtime caused by or attributable to the following does not count toward the uptime calculation and does not generate Service Credits ("Excluded Downtime"):

• Customer-caused issues, including misconfiguration of the Agent Instance, resource or quota exhaustion on customer-supplied keys ("BYOK"), malformed automation or integrations, and actions taken by the Customer or its users in the Control Panel;
• Third-party model provider outages, where inference is delayed or unavailable because an upstream model provider (whether used through Cyphra-provided model access or BYOK) is degraded or offline. This exclusion does not apply to faults in our routing layer itself;
• CDN edge and public-internet issues, including degraded performance or unavailability localized to specific network paths, internet service providers, or CDN edge locations that do not prevent overall access to the instance;
• Force majeure events, as defined in the Terms;
• Suspension under the Acceptable Use Policy or for nonpayment, in accordance with the Terms;
• Emergency Maintenance (Section 2.3);
• Customer's failure to meet published configuration or compatibility requirements.

6.1 How to claim

To claim a Service Credit, contact [email protected] within thirty (30) days of the end of the calendar month in which the Downtime occurred. The claim must include:

1. the affected instance identifier (as shown in the Control Panel);
2. the date and approximate start and end times of each Downtime period;
3. any supporting evidence (error messages, timestamps, logs) where available.

6.2 Review and application

We will review valid claims and respond within a reasonable time. Approved credits are applied to the next invoice or, where the Plan is prepaid, to the following billing period. Claims submitted later than thirty (30) days after the end of the relevant month are waived. We may request reasonable additional information to validate a claim; disputes about measurement are resolved under the Terms.

We provide support via [email protected]. Our response time targets ("Response Targets") are:

Response Targets describe goals, not guarantees; they are not themselves part of the uptime commitment and do not generate Service Credits. "Business hours" means 09:00–17:00 Eastern Time, Monday through Friday, excluding widely observed U.S. public holidays. Customers should classify severity honestly; we may reclassify with an explanation.

This SLA supplements the Terms. The Terms govern matters not addressed here, including liability limits, suspension, and termination. The Service Credit mechanism in this SLA states the sole and exclusive remedy for Downtime and unavailability within our control, and the Terms cross-reference this SLA to the same effect. Nothing in this SLA limits liability that cannot be limited under the State of New Jersey, without regard to conflict-of-laws principles. Capitalized terms not defined here have the meanings given in the Terms.

Questions about this SLA: [email protected].