Service level agreement

1. Definitions

• Covered Service means the production API gateway or Product Plan base allocation identified in the applicable order.
• Monthly Uptime Percentage means total minutes in the calendar month minus Unavailable Minutes, divided by total minutes in that month, multiplied by 100.
• Unavailable Minute means a full minute during which the Covered Service cannot successfully accept and process valid requests, as measured by Standard Thinking.
• Service Credit means a credit calculated under the schedule in the applicable order and applied to a future invoice for the affected Covered Service.

2. Measurement

Availability is measured from Standard Thinking’s monitoring at the service boundary for the covered region and endpoint. A partial degradation, elevated latency, individual model error, quota rejection, malformed request, or failure outside that boundary is not downtime unless the order expressly says otherwise.

Availability and throughput are measured separately. A Product Plan order defines its base-throughput commitment, measurement conditions, and remedies. This page alone does not establish those commitments, and free extra capacity is not guaranteed.

Where a Covered Service spans multiple regions or deployments, availability may be calculated separately for each affected deployment or as specified in the order.

3. Exclusions

Unavailable Minutes do not include unavailability caused by:

• scheduled maintenance announced in advance when reasonably practicable, or emergency maintenance needed to protect the Services;
• Customer Content, code, configuration, credentials, networks, dependencies, rate-limit violations, or failure to follow documentation;
• third-party models, model licensors, internet carriers, cloud or utility failures outside our reasonable control;
• beta, preview, evaluation, free, or unsupported features;
• a suspension or restriction permitted by the agreement;
• force majeure, denial-of-service attacks, widespread internet disruption, government action, or other events beyond our reasonable control; or
• Customer’s failure to use available redundancy, failover, or supported versions required by the order.

4. Service credit requests

To request a Service Credit, the customer must email contact@standardthinking.ai within 30 days after the end of the affected month and include the organization, project, covered endpoint, incident date and time, request identifiers where available, and a description of the impact.

We will evaluate the request against our service records. Approved credits are applied to future fees for the same Covered Service, are not cash refunds, and cannot exceed the affected service fees for the month unless the order provides otherwise.

5. Sole remedy

Service Credits are the customer’s sole and exclusive remedy for a failure to meet an availability commitment, except where the applicable order expressly provides another remedy or applicable law does not permit this limitation.

6. Order priority

If this SLA conflicts with a signed order or enterprise agreement, the signed agreement controls. Capitalized terms not defined here have the meanings in the Terms of Service or applicable order.