1. Service Commitment
OnlyOneAPI is committed to delivering a best-in-class API experience for founders, agencies, and enterprise users.
- API Platform Availability: 99.9% monthly uptime target, excluding scheduled maintenance.
- Geographic Coverage: Global edge deployment on multi-region cloud (EU, US East, US West).
- Deployment Reactivity: Site/API fixes and updates typically deployed within 10 minutes post-validation.
2. Support Commitments
- Live Support Hours: 2PM–2AM EST / 11AM–11PM PST (US-wide coverage) via Discord and official channels.
- Incident Reporting:
- Level 1 (critical outage): response within 1 hour, resolution or workaround within 4 hours (business hours).
- Level 2 (major feature/blocker): response within 4 hours, patch deployed in under 24 hours.
- Level 3 (minor issue): resolution in next sprint or on feedback queue.
3. Maintenance & Updates
- Planned Maintenance: All major maintenance is announced 48 hours in advance and scheduled off-peak US/EU times.
- Emergency Maintenance: If needed, communicated via Discord and email channels in real time.
4. Monitoring & Transparency
- Continuous Monitoring: System and endpoints monitored 24/7 with auto-alerting (Discord private channel + team ticket).
- Status Updates: Real-time status always available at status.onlyoneapi.com.
5. Refund & Credit Policy
- 14-day Guarantee: All new paid accounts are eligible for a no-questions-asked refund if cancelled within 14 days.
- Service Credits: If monthly uptime drops below 99.9% (excluding force majeure/maintenance):
- Uptime 99.0% to 99.9%: 10% of monthly fee credited
- Uptime 98.0% to 99.0%: 25% credit
- Below 98.0%: 50% credit
- How to Claim: Email support@onlyoneapi.com or DM your founder concierge.
6. Exclusions
This SLA does not apply to:
- Outages due to scheduled maintenance (communicated ≥48h in advance).
- Force majeure (e.g. cloud provider global outages, war, regulatory shutdown).
- Beta/lab endpoints or 3rd party dependency failures outside OnlyOneAPI's reasonable control.
- Non-club/trial accounts.
7. Escalation & Custom SLA
- Custom SLA: Additional guarantees and services available for enterprise/club elite contracts.
- Escalation: Any dispute or claim under this SLA will be handled per "Jurisdiction" in Terms of Service.
Questions, urgent requests or roadmap feedback?
Contact support@onlyoneapi.com or engage directly with your Discord technical concierge.