Legal
Service Level Agreement
Last updated: March 1, 2026
This Service Level Agreement (“SLA”) describes the uptime commitments, support response times, and service credit policies for Fornax AI's paid plans. Free / Starter accounts receive best-effort availability.
Uptime by Plan
| Plan | Uptime Target | Support | Service Credits |
|---|---|---|---|
| Starter | 99.5% | Email (48h response) | None |
| Business | 99.9% | Priority email (12h response) | 10% monthly credit per 0.1% below SLA |
| Enterprise | 99.99% | Dedicated Slack + phone (1h response) | 25% monthly credit per 0.01% below SLA |
Our Commitments
All inference endpoints monitored with sub-minute health checks
Automated failover between redundant gateway instances
Real-time status page available at status.fornax.ai
Post-incident reports published within 72 hours
Monthly uptime reports available in your dashboard
Exclusions
The following situations are not counted against the uptime SLA:
Scheduled maintenance windows (announced 48h+ in advance)
Force majeure events (natural disasters, government actions)
Issues caused by your own infrastructure or network
Abuse or activity that violates the Terms of Service
Beta features or preview endpoints explicitly marked as non-SLA
Claiming Service Credits
To claim a service credit, email support@fornax.ai within 30 days of the incident with:
- Your account email and API key prefix
- Date and time of the outage (UTC)
- Description of the impact on your service
- Any relevant error codes or logs
Credits are applied to the next billing cycle and do not exceed 100% of the monthly fee. Credits are the sole and exclusive remedy for SLA breaches.