Service Level Agreement (SLA)

1. AVAILABILITY. We target 99.5% monthly availability for the production API, excluding scheduled maintenance and factors outside our control.

2. SUPPORT RESPONSE. Critical (production down): best-effort within 4 business hours. High: 1 business day. Normal: 3 business days.

3. MAINTENANCE. Planned maintenance is announced in advance via the Developer Portal notifications and, where possible, scheduled outside peak hours.

4. CREDITS. This SLA describes targets and does not by itself create financial credits unless a separate signed agreement provides them.

5. STATUS. Environment status is surfaced in the portal; incidents are communicated through in-app notifications.