1. Scope
This Service Level Agreement (“SLA”) applies to paid plan subscribers only. It does not apply to the Free plan. This SLA forms part of and is subject to the Relayion Terms of Service. Capitalised terms not defined here have the meanings given in the Terms of Service.
2. Uptime Commitment
We commit to 99.5% monthly uptime for the Relayion API. Uptime is measured as the percentage of minutes in a calendar month during which the API returns non-5xx responses to valid authenticated requests within 30 seconds.
3. Exclusions
The following are excluded from uptime calculations and do not count as downtime:
- Scheduled maintenance communicated at least 24 hours in advance.
- Force majeure events as defined in the Terms of Service.
- Carrier outages or failures outside our reasonable control.
- Outages caused by your actions, including rate limit violations, invalid credentials, or misuse of the Service.
- Failures of third-party infrastructure providers outside our reasonable control that materially impair the Service.
4. Service Credits
If monthly uptime falls below 99.5%, you are entitled to a service credit applied to your next billing cycle:
| Monthly uptime | Credit |
|---|---|
| 99.0% – <99.5% | 10% of monthly subscription fee |
| 95.0% – <99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Credits are applied to your next billing cycle. Credits have no cash value and cannot be transferred or redeemed for a refund.
5. How to Claim
To claim a service credit, contact us at hello@relayion.com within 30 days of the incident. Include the approximate dates and times of the disruption. We will verify the claim against our monitoring records and apply any applicable credit within one billing cycle.
6. Sole Remedy
Service credits are your sole and exclusive remedy for any failure by us to meet the uptime commitment in this SLA. Credits do not affect the limitation of liability set forth in the Terms of Service.
7. Definitions
Uptime is as defined in Section 2.
Downtime means any continuous period of one minute or more during which the API returns 5xx errors or fails to respond within 30 seconds to valid authenticated requests, excluding the events listed in Section 3.
Monthly subscription fee means the recurring fee paid for your current plan in the affected calendar month, excluding any credits, discounts, or taxes.