Service Level Agreement
Last updated: May 21, 2026
This SLA describes availability commitments for ValGuard.ai's validation API and dashboard. Free, Developer, and Growth plans are provided on a best-effort basis without financial credits. Production includes 99.5% monthly uptime; Enterprise includes up to 99.99% as specified in the order form.
1. Covered services
- Public validation API (OpenAI-compatible layer endpoints).
- Customer dashboard and authentication.
- Stripe billing portal integration (subject to Stripe availability).
Excluded: upstream LLM provider outages, customer misconfiguration, scheduled maintenance announced at least 48 hours in advance, and force majeure events.
2. Uptime calculation
Monthly uptime percentage = (total minutes − downtime minutes) / total minutes × 100. Downtime means our API returns sustained 5xx errors or is unreachable from our primary monitoring region, excluding planned maintenance and customer-specific rate-limit responses (429).
3. Service credits (Production)
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| < 99.5% but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Credits are applied to the next invoice when requested within 30 days of the incident month with supporting timestamps. Maximum credit per month is 50% of fees for the affected service.
4. Enterprise SLA
Enterprise agreements may include 99.99% uptime, dedicated support channels, incident RCA within five business days, and custom maintenance windows. Credits and exclusions are defined in the executed order form.
5. Support response targets
- Developer: email support, best-effort response.
- Growth: priority email, 1 business day for severity-2.
- Production: priority email + Slack, 8×5 for severity-1.
- Enterprise: dedicated manager, contractual targets.
SLA questions: support@valguard.neteos.eu. Status page: /status.