Service Level Agreement
This Service Level Agreement (SLA) defines the availability commitments for the Sencai platform and the service credits that apply when we miss them. Availability is a service level you buy - it is carried by human response time, not by a feature that is switched on or off - so what applies to you is the level agreed in your contract, not the name of a package. It supplements the Terms of Service.
Uptime commitment
Three service levels are offered: 99.9%, 99.95% and 99.99% monthly uptime. Which one applies is agreed in your contract, together with the response times and out-of-hours cover that back it; a higher level costs more because people carry it, not because it unlocks anything in the product. Organisations without an agreed service level - including every free and self-service organisation - 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.