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Service Level Agreement

Uptime commitments, response times, and service credit schedules for the Optima Forge platform.

Effective Date: March 1, 2026

Last Updated: March 1, 2026

This Service Level Agreement ("SLA") describes the uptime commitments and service credit policies for the Optima Forge platform. This SLA applies to all paid subscription tiers and supplements the Terms of Service.

1. Uptime Commitment

Optima Forge commits to the following monthly uptime percentages for the core API service (optimaforge.ai):

Tier	Uptime SLA	Max Monthly Downtime
Free	Best effort (no SLA)	N/A
Pro	99.9%	43 minutes
Ultimate	99.95%	22 minutes
Enterprise	99.99%	4.3 minutes

"Uptime" is measured as the percentage of total minutes in a calendar month during which the core API service is operational and returns valid responses to properly authenticated requests.

2. Response Time Targets

The following response time targets apply to support requests submitted through official channels:

Severity	Pro	Ultimate	Enterprise
Critical Service is down or severely degraded	4 hours	1 hour	15 minutes
High Major feature impaired, workaround available	8 hours	4 hours	1 hour
Medium Minor feature issue, limited impact	1 business day	8 hours	4 hours
Low General inquiry or feature request	2 business days	1 business day	8 hours

Enterprise customers with a Technical Account Manager (TAM) receive 24/7 support for Critical and High severity issues. Pro and Ultimate support is available during business hours (9 AM - 6 PM ET, Monday through Friday).

3. Service Credit Schedule

If the monthly uptime percentage falls below the committed SLA, you are eligible for service credits as follows:

Monthly Uptime	Service Credit
99.0% - below committed SLA	10% of monthly fee
95.0% - 98.99%	25% of monthly fee
90.0% - 94.99%	50% of monthly fee
Below 90.0%	100% of monthly fee

3.1 Credit Request Process

Service credits must be requested within 30 days of the month in which the SLA was not met.
Submit credit requests to [email protected] with the subject line "SLA Credit Request - [Month/Year]".
Credits are applied to your next billing cycle and are not redeemable for cash.
Maximum credit for any single month shall not exceed 100% of that month's subscription fee.
Credits are your sole and exclusive remedy for any failure to meet the SLA.

4. Exclusions

The following are excluded from uptime calculations and do not qualify for service credits:

Scheduled Maintenance: Planned maintenance windows announced at least 48 hours in advance. We schedule maintenance during low-traffic periods (typically Sundays 2-6 AM ET).
Force Majeure: Events beyond our reasonable control, including natural disasters, war, government actions, pandemic, or widespread internet failures.
Third-Party Failures: Outages of upstream LLM providers, DNS providers, or other third-party services not operated by Optima Forge. Forge will make reasonable efforts to route around provider outages using our failover system.
Customer-Caused Issues: Downtime resulting from the customer's code, configurations, excessive API abuse, or DDoS attacks originating from the customer's infrastructure.
Beta Features: Features explicitly labeled as "Beta" or "Preview" are not covered by this SLA.
Free Tier: The Free tier is provided on a best-effort basis and is not covered by this SLA.

5. Measurement Methodology

5.1 Monitoring

Uptime is measured using our internal monitoring system, which performs health checks against the core API endpoint (GET /health) every 60 seconds from multiple geographic locations. A service is considered "down" when health checks fail from all monitoring locations for two or more consecutive checks.

5.2 Calculation

Monthly Uptime Percentage is calculated as:

Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

Where "Downtime Minutes" is the total number of minutes during the month in which the core API service was unavailable, excluding the exclusions listed in Section 4.

5.3 Status Page

Real-time and historical service status is available on our public status page. The status page provides current operational status, active incidents, and historical uptime data.

6. API Performance Targets

In addition to uptime, we target the following API performance metrics (measured at the Forge gateway, excluding upstream LLM latency):

Routing Latency (P50): Less than 15ms
Routing Latency (P99): Less than 100ms
Cache Hit Response (P50): Less than 5ms
Security Pipeline (P50): Less than 10ms
Authorization Check (P50): Less than 5ms

These are performance targets, not SLA commitments. They are not eligible for service credits but reflect our engineering goals and typical observed performance.

7. Modifications

We may modify this SLA with at least 30 days' notice. Changes will not reduce uptime commitments for existing customers during their current billing period. Enterprise customers with custom SLAs in their MSA are governed by those terms, which take precedence over this standard SLA.

Contact

For SLA-related questions or credit requests:

Support: [email protected]
Enterprise: [email protected]