Service Level Agreement

This Service Level Agreement ("SLA") describes Jettson's uptime targets for paid plans. These are targets, not guarantees, while our monitoring, incident response, and third-party compliance posture are still maturing.

1. Coverage

| Plan | Monthly uptime target | | --- | --- | | Free | None — best effort | | Pro ($99/mo) | 99.0% | | Scale ($499/mo) | 99.5% | | Enterprise (custom) | Per signed agreement |

Uptime applies to the core API endpoints under /api/v1/. The dashboard and marketing site are best-effort and not covered by this SLA.

2. How uptime is measured

Each calendar month, Uptime % = (total minutes in month − minutes of unavailability) / total minutes in month.

A minute is unavailable if more than 50% of properly-formed requests to a core API endpoint, authenticated with a valid API key, return a 5xx error or fail to respond within 30 seconds for reasons attributable to Jettson.

3. Exclusions

The following are not counted as unavailability:

• Scheduled maintenance announced at least 48 hours in advance with an estimated duration. We aim for monthly maintenance windows under one hour.
• Emergency maintenance when required to address a security incident or a stability issue that risks broader harm.
• Third-party provider outages (Anthropic, OpenAI, Fly.io, Vercel, Firebase, Stripe) for which Jettson is not the proximate cause.
• Force majeure as defined in the Terms of Service.
• Customer-caused issues including misconfigured requests, expired or revoked keys, quota or rate-limit enforcement, AUP-related suspensions, and integrations with third-party systems.
• Beta or preview endpoints — see Beta & Preview Terms.

4. Service credits (Scale)

If Scale-tier uptime in a calendar month falls below 99.5%, an affected Customer may request a credit equal to 10% of the next month's Scale subscription Fee. Credits do not stack across consecutive months; only one credit per month.

5. How to claim a credit

Email customertek@rwxtek.com with subject "SLA Claim" and include:

• Account email and the plan tier in effect during the affected month.
• The calendar month for which the credit is claimed.
• Approximate timestamps (UTC) of unavailability, with any logs you can share.

Claims must be submitted within 30 days of the end of the affected month. We will respond within 10 business days with a determination. Approved credits are applied to the next invoice.

6. Sole remedy

Service credits are the sole and exclusive remedy for a failure to meet an uptime target. They do not give rise to any claim for damages.

7. Honest disclosure

These targets reflect what our current operational posture supports. We do not yet have SOC 2 audited monitoring, third-party penetration testing, or a multi-region active-active control plane. We are working toward those. If you have stricter uptime needs, contact customertek@rwxtek.com about an Enterprise-tier arrangement.

8. Contact

SLA questions: customertek@rwxtek.com.