Service Level Agreement
This SLA applies to paid Subscription plans (Premium and Enterprise). The Free plan is provided on a best-effort basis with no uptime guarantee.
1. Definitions
- "Uptime"— the percentage of time in a calendar month during which the Centyr API and web application are available and functional, excluding Scheduled Maintenance.
- "Downtime"— any period exceeding 5 consecutive minutes during which the Service is unavailable or returning errors for ≥ 50% of requests, excluding Scheduled Maintenance and Excused Downtime.
- "Scheduled Maintenance"— planned maintenance windows announced at least 48 hours in advance via email and/or the status page.
- "Excused Downtime"— unavailability caused by factors outside our reasonable control (see Section 7).
- "Monthly Uptime Percentage"— calculated as: (total minutes in month − Downtime minutes) / total minutes in month × 100.
2. Uptime Commitment
| Plan | Monthly Uptime Target | Max Monthly Downtime |
|---|---|---|
| Free | Best effort (no SLA) | — |
| Premium | 99.9% | ~43 minutes |
| Enterprise | 99.9% (custom SLA available) | ~43 minutes |
Uptime is monitored continuously and reported on our public status page. Historical uptime data is available upon request.
3. Incident Classification & Response Times
| Priority | Description | Acknowledgement | Target Resolution |
|---|---|---|---|
| P1 – Critical | Service completely unavailable or data loss | 30 min | 2 hours |
| P2 – High | Core feature degraded; significant user impact | 1 hour | 8 hours |
| P3 – Medium | Non-critical feature impaired; workaround available | 4 hours | 3 business days |
| P4 – Low | Minor issues; cosmetic or minor functionality | 1 business day | 10 business days |
Response times apply during business hours (09:00–18:00 CET, Monday–Friday) unless otherwise agreed in an Enterprise contract. P1 incidents are addressed 24/7.
4. Service Credits
If we fail to meet the Monthly Uptime commitment, you may request a service credit according to the following schedule:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to your next billing cycle, not paid in cash. Credits are your sole and exclusive remedy for SLA failures. Maximum credit in any calendar month is 50% of that month's subscription fee.
To request a credit, email [email protected] with subject "SLA Credit Request" within 15 days of the end of the affected month, including the dates and duration of the Downtime.
5. Scheduled Maintenance
We perform routine maintenance to update software, apply security patches, and improve performance. Scheduled maintenance windows are:
- Announced at least 48 hours in advance via email to registered users and on the status page
- Typically scheduled during low-traffic hours: 02:00–06:00 CET on weekdays
- Expected duration communicated in the advance notice
- Scheduled maintenance is excluded from Downtime calculations
Emergency maintenance required to address critical security vulnerabilities may proceed with shorter or no advance notice.
6. Processing Time
In addition to platform uptime, we aim for the following image processing times (measured from job submission to completion):
| Plan | Target processing time (per image) |
|---|---|
| Free | ≤ 120 seconds (best effort) |
| Premium | ≤ 60 seconds |
| Enterprise | ≤ 30 seconds (custom SLA available) |
Processing times are targets, not guarantees. Peak demand periods may cause temporary delays. Processing SLA failures do not independently qualify for service credits unless they coincide with platform Downtime.
7. Exclusions (Excused Downtime)
The following are excluded from Downtime and do not qualify for service credits:
- Scheduled maintenance windows (with advance notice)
- Force majeure events (natural disasters, war, pandemic, government actions)
- Third-party service failures beyond our control (AWS regional outages, Cloudflare outages, Stripe outages)
- Downtime caused by your actions, misuse, or violation of the Terms of Service
- Denial-of-service attacks or other malicious third-party activity
- Issues arising from your internet connection or local network
- Beta or experimental features clearly marked as such
8. Monitoring & Transparency
We monitor the Service continuously. Incident status and uptime history are published publicly. To report an incident or check current status, email [email protected].
9. Modifications to This SLA
We may update this SLA with 30 days' notice. If a modification materially reduces your SLA protections, you may terminate your Subscription within 30 days of the notice and receive a pro-rata refund for the unused period, in accordance with Section 9 of the Terms of Service.
10. Contact
For SLA credit requests or questions: [email protected]
For Enterprise SLA customization: [email protected]