Last updated: April 11, 2026

SLA and Support Policy

Availability

Availability targets, credits, and remedies are defined in the applicable order or enterprise agreement. Uptime calculations exclude planned maintenance, customer-caused issues, third-party provider failures, force majeure, beta services, and unsupported configurations unless otherwise agreed.

Support

Support covers service access, configuration, operational incidents, account administration, billing questions, and platform defects. Response targets depend on plan level, severity, business impact, and support channel.

Maintenance

Maintenance may include security patches, model gateway updates, container restarts, dependency updates, certificate renewal, backup validation, and observability improvements. Emergency maintenance may be performed without advance notice to protect the platform.

Exclusions

SLA commitments do not apply to customer network issues, misconfigured API keys, unsupported model providers, customer-supplied integrations, abuse enforcement, preview features, or incidents caused by customer changes.