Service Level Agreement

1. Definitions

This Service Level Agreement ("SLA") is a binding commitment between XALEN Technology Pvt Ltd ("XALEN", "we", "us") and any customer ("you", "Customer") on a paid plan. The following definitions apply throughout this document:

• "Service" means the XALEN API, including all inference endpoints, authentication, billing APIs, and the developer dashboard at xalen.io.
• "Downtime" means a period during which the Service returns error rates exceeding 5% of total requests, measured across a rolling 1-minute window, as determined by our external monitoring systems.
• "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus Downtime minutes, divided by the total number of minutes in that month, expressed as a percentage.
• "Service Credit" means a credit applied to the Customer's wallet, calculated as a percentage of the fees paid for the affected month.
• "Maintenance Window" means a pre-announced period during which the Service may be unavailable for planned upgrades or maintenance.

2. Uptime Commitment

XALEN commits to the following Monthly Uptime Percentages based on your plan tier:

Plan Tier	Uptime Commitment	Max Downtime/Month
Pay-as-you-go	Best effort	No SLA guarantee
Growth ($499/mo)	99.5%	3 hours 39 minutes
Scale ($2,499/mo)	99.9%	43 minutes 49 seconds
Dedicated ($5,000+/mo)	99.95%	21 minutes 54 seconds
Enterprise (custom)	99.99%	4 minutes 23 seconds

The uptime commitment applies to the API inference endpoints and the authentication/authorization system. The developer dashboard, documentation site, and sandbox endpoints are not covered by this SLA but are maintained with best-effort availability. Pay-as-you-go customers do not receive SLA guarantees or service credits but benefit from the same infrastructure and monitoring. Enterprise customers may negotiate custom SLA terms as part of their Master Service Agreement.

3. Uptime Calculation

3.1 Measurement Methodology

Monthly Uptime Percentage is calculated using the following formula:

Uptime % = ((Total Minutes - Downtime Minutes - Excluded Minutes) / (Total Minutes - Excluded Minutes)) * 100

3.2 What Counts as Downtime

• API returning HTTP 5xx errors at a rate exceeding 5% of total requests in any 1-minute window
• API response latency exceeding 30 seconds for more than 95% of requests in any 5-minute window
• Complete inability to authenticate valid API keys
• Total network unreachability of the API endpoint

3.3 What Does Not Count as Downtime

• Scheduled Maintenance Windows (Section 6)
• Degraded performance that remains within latency SLOs
• Individual request failures due to rate limiting (HTTP 429)
• Errors caused by invalid requests (HTTP 4xx)
• Events covered under Exclusions (Section 7)

4. Service Credits

If we fail to meet the Monthly Uptime Percentage commitment for your plan tier, you are entitled to Service Credits as follows:

4.1 Credit Calculation Formula

Service Credits are calculated using the following formula:

Monthly Credit = ((Downtime Minutes - SLA Allowance Minutes) / Total Minutes in Month) x Monthly Fee x 10%

The credit is capped at 30% of the monthly fee for the affected service, regardless of total downtime. Pay-as-you-go customers are not eligible for service credits.

4.2 Credit Schedule

Monthly Uptime %	Service Credit
Less than SLA commitment but >= (SLA - 0.4%)	10% of monthly fees
Less than (SLA - 0.4%) but >= (SLA - 0.9%)	25% of monthly fees
Less than (SLA - 0.9%)	30% of monthly fees (maximum)

4.3 Claim Process

To claim a Service Credit, the Customer must open a support ticket at [email protected] within 30 days of the incident. The claim must include:

• Incident timestamp(s) with timezone (UTC preferred)
• Affected endpoint(s) or service components
• Description of business impact
• Any supporting evidence (error logs, monitoring screenshots, response codes)

XALEN will validate the claim against our monitoring data within 5 business days. If the SLA was not met and the downtime does not fall under an exclusion (Section 7), the appropriate Service Credit will be applied to the Customer's wallet in the next billing cycle.

4.4 Credit Limitations

• Service Credits are capped at 30% of total monthly fees for the affected service.
• Credits are applied as wallet balance and are not redeemable for cash or refund.
• Credits must be claimed within 30 days of the end of the affected month.
• Credits do not carry over if unused within 12 months.
• Pay-as-you-go customers receive best-effort availability only and are not eligible for service credits.

5. Incident Response

We classify incidents by severity and commit to the following response and resolution targets:

Priority	Definition	Response Time	Update Frequency	Resolution Target
P1 — Critical	Service completely unavailable; all customers affected	15 minutes	Every 30 minutes	4 hours
P2 — High	Major feature degraded; significant customer impact	1 hour	Every 2 hours	8 hours
P3 — Medium	Non-critical feature impaired; limited impact	4 hours	Every 8 hours	48 hours
P4 — Low	Minor issue; cosmetic or documentation error	24 hours	As needed	5 business days

5.1 Response Time Definition

"Response Time" means the elapsed time between when we become aware of an incident (through monitoring or customer report) and when a qualified engineer is actively investigating the issue and has acknowledged the incident publicly on our status page.

5.2 Communication Channels

• Status page: Real-time incident updates at status.xalen.io
• Email: Incident notifications sent to affected customers' registered email addresses
• Enterprise: Dedicated Slack/Teams channel and named account engineer for P1/P2 incidents

5.3 Post-Incident Review

For all P1 and P2 incidents, we publish a Root Cause Analysis (RCA) within 5 business days. The RCA includes a timeline of events, root cause identification, impact assessment, and preventive measures. Enterprise customers receive the full RCA; other customers receive a summary.

6. Support Response Times

XALEN commits to the following support response and resolution targets based on your plan tier:

Plan Tier	First Response	Resolution Target	Channel
Pay-as-you-go	48 hours	Best effort	Email
Growth	24 hours	72 hours	Email + Chat
Scale	4 hours	24 hours	Email + Chat + Slack
Dedicated	2 hours	12 hours	Named engineer + Slack
Enterprise	1 hour	4 hours (P1)	Named engineer + Phone + Slack

6.1 Response Time Definitions

• First Response: The elapsed time between the Customer submitting a support request and a qualified support engineer acknowledging the request and beginning investigation.
• Resolution Target: The elapsed time between acknowledgment and providing a resolution, workaround, or fix. Resolution targets are measured during business hours (Monday-Friday, 09:00-18:00 IST) for Pay-as-you-go and Growth tiers, and 24/7 for Scale, Dedicated, and Enterprise tiers.

6.2 Support Channels

• Email: [email protected] (all tiers)
• Chat: In-dashboard live chat (Growth and above)
• Slack: Dedicated shared Slack channel (Scale and above)
• Phone: Direct phone line to named account engineer (Enterprise only)
• Named engineer: Dedicated engineer assigned to your account (Dedicated and Enterprise)

7. Scheduled Maintenance

7.1 Maintenance Windows

Scheduled maintenance is performed during low-traffic windows (typically Sunday 02:00-06:00 UTC). We will provide at least 72 hours advance notice for standard maintenance and 7 days advance notice for extended maintenance exceeding 30 minutes.

7.2 Emergency Maintenance

In rare cases where an immediate security patch or critical fix is required, we may perform emergency maintenance with less than 72 hours notice. Emergency maintenance periods exceeding 15 minutes count toward Downtime calculations.

7.3 Maintenance Communication

• Notice posted on status page and sent via email to all account owners
• Enterprise customers receive dedicated advance notice via their account channel
• Maintenance that results in no observable interruption does not require notice

8. Exclusions

The following events are excluded from Downtime calculations and do not qualify for Service Credits:

8.1 Scheduled Maintenance

Any downtime occurring during a scheduled maintenance window for which at least 72 hours advance notice was provided (see Section 7). Maintenance windows are excluded from uptime calculations.

8.2 Force Majeure

Events beyond our reasonable control, including but not limited to natural disasters, wars, terrorism, pandemics, government actions, widespread internet outages, or failures of fundamental internet infrastructure (DNS root servers, major backbone providers).

8.3 Customer-Caused Issues

• Failures resulting from Customer's misuse of the API or violation of the Terms of Service
• Rate limiting applied due to Customer exceeding their plan's rate limits
• Failures caused by Customer's network, hardware, or software issues
• API calls using expired, revoked, or invalid API keys
• Requests that violate the acceptable use policy and are blocked by our content filter

8.4 Third-Party Failures

• Outages of third-party DNS providers not under our control
• Failures of Customer's hosting provider, CDN, or load balancer
• Internet routing issues between Customer's infrastructure and our endpoints

8.5 Pre-Release, Beta, and Sandbox

Sandbox endpoints, beta features, pre-release models, and any service marked as "experimental" or "preview" are not covered by this SLA. This includes new model integrations during their initial 30-day stabilization period.

8.6 Rate Limit Exceedance

HTTP 429 (Too Many Requests) responses returned when a Customer exceeds their plan's rate limits are not considered downtime. Rate limits are published at xalen.io/docs and are enforced per API key.

9. Monitoring and Reporting

9.1 External Monitoring

We use independent, third-party monitoring services to measure availability from multiple global locations (Mumbai, Singapore, Frankfurt, Iowa, Oregon). These measurements are the authoritative source for uptime calculations.

9.2 Status Page

Real-time service status is published at status.xalen.io, including current status, historical uptime, scheduled maintenance, and incident history.

9.3 Monthly Reports

Enterprise and Dedicated customers receive monthly uptime reports including:

• Monthly Uptime Percentage for each service component
• Total Downtime minutes and incident count
• Latency percentiles (p50, p95, p99) by endpoint
• Credit eligibility status

9.4 Customer-Side Monitoring

Customers can verify availability independently using the /health endpoint, which returns HTTP 200 when the service is operational. We recommend polling this endpoint no more frequently than once per minute.

10. Claiming Credits

10.1 How to Claim

To request a Service Credit, submit a claim to [email protected] within 30 days of the end of the month in which the SLA was not met. Include:

• Your account ID and organization name
• The date(s) and time(s) of observed Downtime
• Any supporting evidence (error logs, screenshots, monitoring data)

10.2 Review Process

We will review your claim against our monitoring data and respond within 10 business days. If we confirm the SLA was not met and the Downtime does not fall under an exclusion, we will apply the appropriate Service Credit to your wallet within 5 business days of confirmation.

10.3 Disputes

If you disagree with our determination, you may request a detailed breakdown of our monitoring data for the affected period. Enterprise customers may escalate disputes to their named account manager.

11. Escalation Path

If a support issue is not being resolved within the committed timeframes, or if you are dissatisfied with the response, you may escalate through the following path:

Escalation Level	Contact	When to Escalate
Level 1: Support Team	[email protected]	Initial contact for all issues
Level 2: Account Manager	Named account manager (Scale and above)	If Level 1 response exceeds SLA or issue is unresolved
Level 3: VP Engineering	[email protected]	If Level 2 escalation is unresolved within 24 hours
Level 4: CEO	[email protected]	Critical business impact or unresolved Level 3 escalation

Enterprise customers with a dedicated Slack channel may escalate directly within the channel. All escalations are tracked and included in monthly service reports.

12. General Terms

12.1 Sole Remedy

Service Credits are your sole and exclusive remedy for any failure by XALEN to meet the uptime commitments in this SLA. This SLA does not modify or supersede the limitation of liability provisions in the Terms of Service.

12.2 Modifications

We may modify this SLA with at least 30 days' written notice to affected customers. Modifications will not apply retroactively. Continued use of the Service after the effective date constitutes acceptance.

12.3 Relationship to Other Agreements

Enterprise customers with a Master Service Agreement (MSA) that includes SLA terms: the MSA SLA terms take precedence over this document where they conflict. In all other cases, this SLA applies.

12.4 Contact

XALEN Technology Pvt Ltd
Pune, Maharashtra, India
SLA inquiries: [email protected]
Enterprise: [email protected]
General: [email protected]