Service Level Agreement
Enterprise-Ready — Coverage: Premium & Custom Tiers
I. Uptime Commitment
67Lab commits to a 99.9% Monthly Uptime Percentage. “Uptime” is defined as the availability of the 67Lab API and core web interface for processing requests.
II. Maintenance Windows
Routine maintenance is essential for high-performance AI.
- Scheduled Maintenance: Weekly on Sundays, 02:00–04:00 UTC.
- Emergency Maintenance: In rare cases of critical security patches, we may perform unscheduled maintenance with a minimum of 30 minutes' notice via our status page.
III. Service Credits
If we fail to meet the Uptime Commitment, you are eligible for Service Credits applied against your next billing cycle:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
IV. Support Response Tiers
We categorize issues based on impact:
- P0 — Critical: Service is down for all users. Response goal: < 1 hour.
- P1 — High: Major feature failure with no workaround. Response goal: < 4 hours.
- P2 — Routine: General questions or UI glitches. Response goal: < 24 hours.
V. Exclusions
The SLA does not apply if the downtime is caused by:
- Upstream AI Provider outages (e.g., a global OpenAI or Google Cloud outage).
- User-side connectivity issues or unauthorized modifications to the 67Lab Stack.
- Force Majeure events.