Service Level Agreement
Effective Date: January 6, 2026 | Last Updated: January 6, 2026
This Service Level Agreement ("SLA") describes the service levels ThalosForge Inc. ("ThalosForge") commits to provide for customers of our Professional and Enterprise plans. This SLA is incorporated into and subject to the Terms of Service.
1. Service Availability
1.1 Uptime Commitment
| Plan | Monthly Uptime Target | Maximum Downtime/Month |
|---|---|---|
| Enterprise | 99.99% | 4.32 minutes |
| Professional | 99.9% | 43.2 minutes |
| Starter | 99.5% | 3.6 hours |
1.2 Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Downtime is defined as a period where the API returns errors (5xx) or is unreachable for more than 5 consecutive minutes, as measured by our monitoring systems.
2. Performance Targets
| Metric | Target | Measurement |
|---|---|---|
| API Response Time | <100ms (p95) | 95th percentile of all API calls |
| Optimization Requests | <500ms (p95) | For standard complexity problems |
| ATA Decision Engine | <50 microseconds | Per-decision latency |
| Error Rate | <0.1% | Non-user-error responses |
| Throughput | 1,000+ requests/second | Per-customer capacity |
3. Service Credits
If we fail to meet the uptime commitment, you may be eligible for service credits.
3.1 Credit Schedule
| Monthly Uptime | Service Credit |
|---|---|
| <99.9% but ≥99.0% | 10% of monthly fee |
| <99.0% but ≥95.0% | 25% of monthly fee |
| <95.0% | 50% of monthly fee |
3.2 Credit Request Process
- Submit a request to support@thalosforge.com within 30 days of the incident
- Include your account ID and the dates/times of the downtime
- We will verify the claim against our monitoring data
- Approved credits will be applied to your next billing cycle
3.3 Credit Limitations
- Maximum credit per month: 50% of monthly fee
- Credits are non-transferable and have no cash value
- Credits cannot be applied to overages or one-time fees
4. Exclusions
The following are excluded from uptime calculations and do not qualify for service credits:
- Scheduled Maintenance: Announced at least 72 hours in advance via email and status page
- Emergency Maintenance: Critical security patches or urgent fixes (we will minimize these and provide as much notice as possible)
- Customer-Caused Issues: Errors due to your code, configurations, or exceeding rate limits
- Third-Party Failures: Issues with upstream providers, DNS, or internet infrastructure outside our control
- Force Majeure: Natural disasters, acts of war, government actions, or other events beyond our reasonable control
- Alpha/Beta Features: Pre-release features explicitly marked as non-production
5. Support Response Times
| Severity | Definition | Enterprise Response | Professional Response |
|---|---|---|---|
| Critical (P1) | Service completely unavailable, major business impact | 15 minutes | 1 hour |
| High (P2) | Service degraded, significant feature unavailable | 1 hour | 4 hours |
| Medium (P3) | Minor feature issue, workaround available | 4 hours | 1 business day |
| Low (P4) | General questions, feature requests | 1 business day | 2 business days |
5.1 Support Hours
- Enterprise: 24/7/365 for P1 and P2 issues
- Professional: Business hours (9 AM - 6 PM EST, Mon-Fri)
- Starter: Email support, best-effort response
6. Communication and Transparency
6.1 Status Page
Real-time service status is available at status.thalosforge.com
- Current system status and component health
- Historical uptime data
- Incident history and post-mortems
- Scheduled maintenance announcements
6.2 Incident Communication
During incidents, we will:
- Update the status page within 15 minutes of detection
- Provide updates every 30 minutes until resolution
- Send email notifications to affected Enterprise customers
- Publish post-incident reports within 5 business days for major incidents
7. Maintenance Windows
7.1 Scheduled Maintenance
- Standard window: Sundays 2:00 AM - 6:00 AM EST
- Notification: At least 72 hours in advance
- Maximum duration: 4 hours per month
7.2 Emergency Maintenance
For critical security issues or urgent fixes:
- We will provide as much advance notice as possible
- Enterprise customers receive direct notification
- Emergency maintenance is minimized and performed during low-traffic periods when possible
8. Data Protection
| Commitment | Details |
|---|---|
| Backup Frequency | Daily automated backups, 30-day retention |
| Recovery Point Objective (RPO) | 24 hours |
| Recovery Time Objective (RTO) | 4 hours |
| Data Center Redundancy | Multi-region deployment |
| Encryption | TLS 1.3 in transit, AES-256 at rest |
9. Enterprise SLA Enhancements
Enterprise customers receive additional commitments:
- Dedicated account manager
- Quarterly business reviews
- Custom SLA terms available upon request
- Priority feature requests
- Direct access to engineering team for critical issues
- Custom data retention policies
- On-premise deployment options (additional fee)
10. Reporting
We provide the following reports:
- Monthly: Uptime report, API usage summary
- Quarterly: Performance trends, SLA compliance summary
- On Request: Custom reports for Enterprise customers
11. Changes to This SLA
We may update this SLA periodically. Changes that materially reduce service levels will:
- Be announced at least 30 days in advance
- Not apply to existing contracts until renewal
- Allow customers to terminate without penalty if the changes are unacceptable
12. Contact
For SLA-related questions or to report an issue:
Support: support@thalosforge.com
Status Page: status.thalosforge.com
Emergency (Enterprise): +1-XXX-XXX-XXXX