legal / sla
Service Level Agreement
last updated May 20, 2026 · v1.9
Plain-language summary: API 99.9% monthly, on-demand instances 99.5%, deployments 99.9% — missed targets pay back in service credits automatically.
1. Targets
api.ex5.ai 99.9% monthly uptime; on-demand instances 99.5% per instance-month (interruptible excluded by design); deployments 99.9% with autoscale enabled; console 99.9%.
2. Credits
99.0–99.9% → 10% of the affected spend; 95–99% → 25%; below 95% → 100%. Applied automatically to next invoice — no ticket required; status.ex5.ai is the source of truth.
3. Exclusions
Scheduled maintenance announced 72h ahead, interruptible reclaims, customer-caused outages, force majeure.
questions → legal@ex5.ai · this mock contains placeholder counsel-review text