Service Level Agreement
1. Overview
This Service Level Agreement ("SLA") describes the uptime commitments, measurement methodology, and service credit policies for the SentryMandate governance API platform ("Platform"). This SLA applies to paid subscription tiers only.
The SLA covers the governance API (spend authorization, mandate enforcement, loop detection, and related endpoints at sentrymandate.com). It does not cover the availability or performance of underlying AI vendor APIs (OpenAI, Anthropic, etc.) proxied through the Platform.
2. Uptime Commitments by Tier
| Plan | Monthly Uptime | Max Downtime / Month | Service Credits |
|---|---|---|---|
| Free | No SLA (best effort) | — | None |
| Plus $49/mo | 99.0% | 7 hours 18 minutes | None |
| Pro $249/mo | 99.5% | 3 hours 39 minutes | Available |
| Enterprise $749/mo | 99.9% | 43 minutes | Available |
Uptime is measured as the percentage of total minutes in a calendar month during which the Platform's governance API responds to valid requests with a non-5xx status code.
3. Uptime Calculation
Monthly Uptime Percentage is calculated as:
((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100
Downtime is defined as any period of five (5) or more consecutive minutes during which the Platform's /health endpoint returns a non-200 response or is unreachable, as measured by our external monitoring service.
A calendar month begins at 00:00:00 UTC on the first day and ends at 23:59:59 UTC on the last day.
4. Service Credit Schedule
Service credits are available to Pro and Enterprise customers when monthly uptime falls below the committed percentage. Credits are applied as a percentage of the monthly subscription fee.
| Monthly Uptime | Credit (Pro) | Credit (Enterprise) |
|---|---|---|
| 99.0% – 99.49% (Pro) / 99.0% – 99.89% (Enterprise) | 10% | 10% |
| 95.0% – 98.99% | 25% | 25% |
| Below 95.0% | 50% | 50% |
Maximum credit per month: 50% of the monthly subscription fee. Credits are not transferable, not redeemable for cash, and expire if unused within 60 days.
5. Credit Request Process
To request a service credit:
- Submit a request via our contact form within 30 days of the incident.
- Include your account email, the affected date(s), and a description of the impact.
- We will verify the claim against our monitoring data and respond within 5 business days.
If confirmed, the credit will be applied to your next billing cycle.
6. Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance — announced via email or dashboard notification at least 24 hours in advance. Maintenance windows are typically scheduled on Sundays 02:00–06:00 UTC.
- Force majeure — natural disasters, wars, pandemics, government actions, or other events beyond our reasonable control.
- Customer-caused issues — misconfigured API keys, exceeded rate limits, invalid requests, or abuse of the Platform.
- Third-party infrastructure — outages at Railway (hosting), Cloudflare (DNS/CDN), or upstream AI vendor APIs.
- Beta features — any feature explicitly marked as beta, experimental, or preview.
- Free tier — no uptime commitment is made for the Free plan.
7. Monitoring & Transparency
We monitor Platform availability using external health checks against the /health endpoint every 30 seconds. The health check verifies both application responsiveness and database connectivity.
In the event of an outage exceeding 15 minutes, we will post an update to affected customers via email within 1 hour of detection.
8. Remedies
Service credits as described in this SLA are the sole and exclusive remedy for any failure to meet the uptime commitments. This SLA does not modify or supersede the Terms of Service, including any limitation of liability provisions.
9. SLA Revisions
We may update this SLA at any time. Changes that reduce uptime commitments or increase exclusions will be communicated via email at least 30 days before taking effect. Continued use of the Platform after changes take effect constitutes acceptance of the revised SLA.
As the Platform matures beyond beta, we expect to tighten these commitments, not loosen them.