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 (api.optima-forge.com):
| 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 support@optima-forge.com 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:
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: support@optima-forge.com
- Enterprise: enterprise@optima-forge.com