DRAFT - This document is a working draft and not yet legally reviewed. Please consult your legal counsel before relying on this text.
Service Level Agreement
This Service Level Agreement (SLA) defines the availability commitments for the Sencai platform per subscription tier and the service credits that apply when we miss them. It supplements the Terms of Service.
Uptime commitment
Monthly uptime targets by tier: Professional 99.9%, Business 99.95%, Enterprise 99.99% (or as individually contracted). Starter plans are provided without a contractual SLA. Uptime refers to the availability of the Sencai control plane (dashboard and API).
How uptime is measured
Availability is measured per calendar month as the percentage of minutes in which the control plane responded to our external synthetic monitoring. Partial unavailability affecting a single non-critical feature does not count as downtime.
Exclusions
Downtime caused by scheduled maintenance (announced at least 48 hours ahead), failures of third-party cloud providers or customer-managed infrastructure, customer misconfiguration, force majeure, or suspension for breach of the Terms is excluded from the calculation.
Service credits
If monthly uptime falls below the committed target, you are eligible for a credit on that month's subscription fee: below target 3%, below 99.0% 5%, below 95.0% 10%. Credits are applied to future invoices and are the exclusive remedy for availability shortfalls.
Claiming a credit
Credit claims must be submitted within 30 days of the incident via hello@sencai.space, including the affected time window. We verify against our monitoring data and confirm within 10 business days.