Service Level Agreement
Our commitment to reliability and performance
Last updated: January 15, 2024
Uptime Guarantee
We guarantee the following monthly uptime percentages for our API services, calculated on a calendar month basis.
| Service Tier | SLA | Credits |
|---|---|---|
| Free | 99.0% | No credits |
| Starter | 99.5% | 10% monthly fee |
| Professional | 99.9% | 25% monthly fee |
| Enterprise | 99.99% | 50% monthly fee |
Note: Uptime is calculated excluding scheduled maintenance windows, which are announced at least 72 hours in advance.
Response Time Targets
Our API endpoints are designed to deliver fast, consistent performance. Below are our response time commitments.
OCR Processing
Target:< 2s
95th percentile:< 5s
Text Analysis
Target:< 500ms
95th percentile:< 1s
Document Processing
Target:< 3s
95th percentile:< 7s
Vision AI
Target:< 1s
95th percentile:< 3s
Support Response Times
We're committed to providing timely support based on your plan level.
| Plan | First Response | Resolution Target |
|---|---|---|
| Free | 72 hours | Best effort |
| Starter | 24 hours | 5 business days |
| Professional | 4 hours | 2 business days |
| Enterprise | 1 hour | 24 hours |
SLA Exclusions
This SLA does not apply to performance issues:
- Caused by factors outside our reasonable control (Force Majeure events)
- That result from customer equipment, software, or other technology
- Arising from our suspension or termination of your right to use our services
- During beta, alpha, or early access programs
How to Claim Service Credits
To receive service credits, you must submit a claim by opening a support ticket within 30 days from the time you become eligible. Include:
- Your account information
- The dates and times of the unavailability
- Your request logs showing the errors (if applicable)
Contact us at support@onlyoneapi.com