Legal
Service level agreement
1. Beta vs. GA
1.1 Beta Period. The targets in this SLA are non-binding service targets during the Beta Period. ScaleAxis will use commercially reasonable efforts to meet them but does not provide Service Credits during the Beta Period.
1.2 GA. On the date ScaleAxis declares the Service generally available, the SLA becomes binding and Service Credits become available as set forth below.
2. Uptime targets
2.1 Beta target: Monthly Uptime Percentage of 99.5%.
2.2 GA target (Paid Tiers): Monthly Uptime Percentage of 99.9% (approximately 43 minutes 49 seconds of allowed downtime per 30-day month).
2.3 ScaleAxis Managed: as specified in the applicable statement of work.
2.4 Free Tier: no SLA applies.
3. Definitions
3.1 "Monthly Uptime Percentage" = (total minutes in the month − Unavailable Minutes) ÷ total minutes in the month, expressed as a percentage.
3.2 "Unavailable" means the Production Service is not responding to authenticated API or UI requests for the affected Customer, measured by ScaleAxis's external monitoring at the Vercel edge.
3.3 "Production Service" excludes Beta Features and any Sub-processor-side outages that are not ScaleAxis's responsibility.
4. Exclusions
The following are excluded from Unavailable Minutes:
4.1 Scheduled maintenance announced at least 48 hours in advance (ScaleAxis will use reasonable efforts to schedule during off-hours); 4.2 Emergency maintenance reasonably necessary for security or stability; 4.3 Force majeure (per MSA Section 19.4); 4.4 Customer-caused issues, including Customer's misuse, custom integrations, exceeded rate limits, BYO Domain issues, or Authorized User errors; 4.5 Beta Features; 4.6 Outages caused by Sub-processors (Vercel, Supabase, Stripe, Twilio, Resend, OpenRouter, Anthropic, Sentry, Upstash, and Cloudflare), public internet, DNS, or upstream carriers; 4.7 ISP, browser, device, or network issues outside ScaleAxis's reasonable control; 4.8 Suspensions for cause under the MSA or AUP.
5. Service credits (GA only)
5.1 Schedule.
| Monthly Uptime % | Service Credit (% of monthly Fees for affected Service) |
|---|---|
| < 99.9% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
5.2 Cap. Total credits in any month cannot exceed 50% of the monthly Fees paid for the affected Service.
5.3 Sole Remedy. Service Credits are the sole and exclusive remedy for SLA misses, applied to future invoices, non-refundable for cash.
5.4 How to Claim. Submit a written claim to support@scaleaxis.ai with the subject line "SLA Credit Request," dates/times of the outage, and supporting logs, within thirty (30) days of the month-end. Claims submitted late are forfeited.
6. Support
6.1 Tiers.
- Free / Starter: Email support during U.S. business hours (Mon-Fri, 9am-5pm ET). Initial response within two (2) business days.
- Professional: Email + in-product chat, initial response within one (1) business day.
- Scale: Email + in-product chat + priority queue, initial response within four (4) business hours.
- ScaleAxis Managed: Dedicated success manager and same-day response for P1 issues per SOW.
6.2 Severity Definitions.
- P1: Production-down for all Customers or significant data-integrity issue. ScaleAxis responds within 1 hour (GA / paid tiers).
- P2: Major feature impaired. Response within 4 business hours.
- P3: Minor issue or "how-to" question. Response per Support Tier above.
7. Status page
Service status updates are sent by email to workspace owners.