Service Level Agreement
Effective Date: April 4, 2026
1. Overview
This Service Level Agreement ("SLA") describes the uptime and availability commitments for services provided by Hyphen AI, Inc. ("Hyphen AI," "we," "us," or "our") to customers with active paid subscriptions ("Customer" or "you"). This SLA is incorporated into and subject to the Terms of Service. Capitalized terms not defined herein have the meanings set forth in the Terms of Service.
2. Definitions
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"Downtime" means a period during which the Hyphen AI Platform is materially unavailable to Customer, as measured by Hyphen AI's monitoring systems. Downtime does not include unavailability resulting from exclusions described in Section 5.
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"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage: ((Total Minutes - Downtime Minutes) / Total Minutes) x 100.
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"Scheduled Maintenance" means planned maintenance windows that are communicated to Customer at least 48 hours in advance via email or the Hyphen AI status page.
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"Service Credit" means a credit issued to a Customer account, calculated as a percentage of the monthly fees paid by Customer for the Hyphen AI Platform during the month in which the Downtime occurred.
3. Service Level Commitments
Hyphen AI commits to a Monthly Uptime Percentage of 99.95% for the Hyphen AI Platform, including all production services, APIs, and infrastructure provided under Customer's subscription, during each calendar month.
Uptime is measured by Hyphen AI's monitoring systems across all Platform services. For increased redundancy, customers may use Horizon for local evaluation of feature flags, which maintains availability independent of the cloud service.
4. Service Credits
4.1 Credit Schedule
If Hyphen AI fails to meet a Monthly Uptime Commitment, Customer is eligible for Service Credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Below 99.95% but at or above 99.0% | 10% of monthly Platform fees |
| Below 99.0% but at or above 95.0% | 25% of monthly Platform fees |
| Below 95.0% | 50% of monthly Platform fees |
4.2 Credit Request Process
To receive a Service Credit, Customer must submit a request within 30 days of the end of the month in which the Downtime occurred. Requests must include:
- The dates and times of the Downtime
- The Platform services or components affected
- A description of the impact
Submit requests to [email protected] or through the Hyphen AI dashboard. Hyphen AI will review each request and respond within 15 business days.
4.3 Credit Limitations
- Service Credits are the sole and exclusive remedy for any Downtime or failure to meet the SLA.
- Service Credits may not exceed 50% of the monthly Platform fees in any given month.
- Service Credits are applied to future invoices and are not paid out as refunds.
- Service Credits do not apply to free tiers, trial periods, or beta services.
5. Exclusions
The following are excluded from Downtime calculations and do not count toward any SLA commitment:
- Scheduled Maintenance communicated in accordance with Section 2
- Force majeure events, including but not limited to natural disasters, acts of war, terrorism, pandemics, or government actions
- Issues caused by Customer's equipment, software, network connections, or configurations
- Actions or inactions of Customer or its authorized users
- DNS propagation or resolution issues outside Hyphen AI's control
- Third-party service or platform outages beyond Hyphen AI's reasonable control
- Beta, preview, or trial services
- Free-tier usage
- Actions taken by Hyphen AI in accordance with the Terms of Service, including responses to Customer's breach thereof
6. Reporting and Transparency
- Status Page: Hyphen AI publishes real-time service status and incident updates on our status page.
- Incident Reports: For any Downtime event exceeding 15 minutes, Hyphen AI will publish a post-incident report within 5 business days.
- Uptime Reports: Monthly uptime reports are available upon request for customers on Enterprise plans.
7. Support
For SLA-related inquiries or to report a service disruption, contact us at [email protected].
| Severity | Description | Response Time |
|---|---|---|
| P1 - Critical | Service is completely unavailable | 1 hour |
| P2 - High | Service is significantly degraded | 4 hours |
| P3 - Medium | Service is partially impacted | 1 business day |
| P4 - Low | General inquiries or minor issues | 2 business days |
8. General Terms
- Hyphen AI reserves the right to modify this SLA with at least 30 days' prior written notice. Continued use of the services after the effective date of any modification constitutes acceptance of the updated SLA.
- This SLA is subject to the Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail, except with respect to the specific uptime commitments and Service Credit obligations set forth herein.
- This SLA applies only to customers with active paid subscriptions during the applicable measurement period.
For questions about this SLA, contact us at [email protected].