Service Level Agreement
Last updated: February 2026
This Service Level Agreement ("SLA") describes the availability commitments, support response times, and service credit policies for the GaaS platform. SLA commitments apply only to paid plans with active subscriptions.
1. Availability by Tier
| Tier | Uptime Guarantee | Response Time | Support Channel | SLA Credits |
|---|---|---|---|---|
| Free | Best effort | No guarantee | Community | N/A |
| Developer | 99.5% | < 48 hours | 10% monthly credit | |
| Starter | 99.5% | < 24 hours | 10% monthly credit | |
| Growth | 99.9% | < 4 hours | Priority email | 25% monthly credit |
| Enterprise | 99.99% | < 1 hour | Dedicated engineer | 100% monthly credit |
2. Definitions
Downtime is defined as a period during which the GaaS governance API
returns non-200 status codes on the /health/ready endpoint for 5 or more
consecutive checks at 60-second intervals (i.e., at least 5 minutes of sustained
unavailability).
Monthly Uptime Percentage is calculated as: (total minutes in month − downtime minutes) ÷ total minutes in month × 100.
Response Time refers to the initial acknowledgment of a support request, measured during business hours (Monday–Friday, 9:00 AM–6:00 PM Pacific Time) unless otherwise stated. Enterprise plans include 24/7 support coverage.
3. Exclusions
The following are excluded from SLA calculations:
- Scheduled maintenance announced at least 48 hours in advance via email or status page
- Force majeure events (natural disasters, government actions, widespread internet outages)
- Issues caused by customer-side configuration, code, or network connectivity
- Third-party service outages (LLM providers, DNS, cloud infrastructure) beyond reasonable redundancy measures
- Beta features, preview functionality, or shadow mode pipelines
- Usage exceeding documented rate limits or resource quotas
4. SLA Credit Process
To request SLA credits, submit a claim to support@gaas.is within 30 calendar days of the incident. Your claim must include:
- The affected time window (start and end timestamps in UTC)
- Description of the impact observed
- Any relevant logs, error messages, or evidence
Upon verification, credits are applied to the next billing cycle. Credits do not exceed the applicable credit percentage of the monthly subscription fee for the affected month. Credits are not transferable, cannot be converted to cash, and do not carry over between billing periods.
5. Credit Calculation
| Uptime Achieved | Developer Credit | Starter Credit | Growth Credit | Enterprise Credit |
|---|---|---|---|---|
| < SLA target but ≥ 99.0% | 10% | 10% | 10% | 25% |
| < 99.0% but ≥ 95.0% | 10% | 10% | 25% | 50% |
| < 95.0% | 10% | 10% | 25% | 100% |
6. Monitoring and Reporting
Platform health is continuously monitored via the
/health/ready endpoint, which reports on database connectivity,
circuit breaker state, LLM provider availability, and connector status.
Current system status is available at
the.gaas.is/status.
Prometheus metrics are exposed at /metrics for integration with
customer monitoring tools. Key metrics include
gaas_http_request_duration_seconds,
gaas_decisions_total, and
gaas_errors_total.
7. Changes to This SLA
We may update this SLA from time to time. Material changes that reduce service commitments will be communicated at least 30 days in advance via email to the account owner. Continued use of the service after the effective date constitutes acceptance of the updated SLA.