Overview
This Service Level Agreement (“SLA”) is incorporated into the Octen.AI Terms of Service and describes the availability commitment and Service Credit policy for the Octen.AI platform (the “Service”), hosted athttps://api.octen.ai.
This SLA applies exclusively to customers on a paid QPS subscription plan (Pro, Scale, or Enterprise). Customers on the free Base plan or using only pay-as-you-go API calls are not covered by this SLA.
Definitions
| Term | Definition |
|---|---|
| Service | The Octen.AI platform, including endpoints at https://api.octen.ai. |
| Downtime | Any period of five (5) or more consecutive minutes during which the Service returns a rate of HTTP 5xx errors exceeding 5% of total requests, as measured by Octen.AI’s server-side monitoring systems. Client-side errors (HTTP 4xx), including rate limiting (429), authentication failures (401), and insufficient balance (403), are not counted. |
| Monthly Uptime Percentage | (Total minutes in calendar month – Downtime minutes) / Total minutes in calendar month × 100%, calculated at the end of each calendar month. All calculations are based on UTC. |
| Scheduled Maintenance | Planned maintenance communicated in advance via email, the Octen.AI status page, or other appropriate channels. Scheduled Maintenance periods are excluded from Downtime. |
| Service Credit | A dollar credit, calculated as a percentage of the subscription fees actually paid for the Service during the calendar month in which the SLA was not met. |
Service Commitment
Octen.AI will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9% during each calendar month. Real-time and historical service status is published at status.octen.ai.Eligible Services
This SLA covers the availability of the Octen API endpoints as part of a paid QPS subscription plan.Enterprise customers who have executed a separate service level agreement with Octen.AI are governed exclusively by the terms of that agreement and are not eligible for Service Credits under this SLA.
- The free Base plan.
- Pay-as-you-go API calls — these usage-based charges are billed separately and are not subject to SLA commitments or Service Credits.
- Any events described in the Exclusions section below.
Service Credits
If the Monthly Uptime Percentage for any calendar month falls below 99.9%, the Customer is eligible for a Service Credit applied against the subscription fees actually paid for that month:| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% – < 99.9% | 10% of monthly subscription fees |
| < 99.0% | 25% of monthly subscription fees |
Example Calculation
Example Calculation
A Customer on the Pro plan ($3,999/month) experiences a Monthly Uptime Percentage of 99.5%.The Service Credit would be:
10% × $3,999 = $399.90This amount is applied as account credit.SLA Exclusions
This SLA does not apply to any unavailability or performance issues caused by:- Force majeure — Factors outside Octen.AI’s reasonable control, including natural disasters, war, government actions, or widespread internet or infrastructure outages.
- Customer infrastructure — The Customer’s equipment, software, network connections, or other infrastructure outside the Octen.AI platform.
- Misuse — Requests that violate the API documentation or exceed documented rate limits.
- Scheduled Maintenance — Downtime during pre-announced maintenance windows.
- Account suspension — Periods in which the Customer’s account is suspended due to non-payment or terms of service violations.
- Third-party dependencies — Services, dependencies, or networks not operated by Octen.AI.
- Beta / free-tier usage — Any beta, preview, or free-tier usage of the Service.