Service Level Agreement
Uptime, latency, and support response commitments for paid plans.
This SLA applies to paid plans. Free is best-effort with no commitments.
Uptime
| Plan | Monthly uptime | Credit |
|---|---|---|
| Pro | 99.5% | 5% of MRR per 0.1% missed below 99.5% |
| Team | 99.9% | 10% of MRR per 0.1% missed below 99.9% |
| Enterprise | 99.95% (custom available) | Negotiated; up to 30% MRR cap |
Uptime is measured at the gateway edge against synthetic probes from three regions. Maintenance windows announced ≥48h in advance do not count against uptime; emergency security patches do not count if they take <15 minutes.
Latency
| Plan | p50 | p95 |
|---|---|---|
| Pro | <800ms | <2000ms |
| Team | <600ms | <1500ms |
| Enterprise | custom | custom |
Measured at gateway → first-token for chat/completions on the default model. Excessive token counts (>4k input) get a proportional latency budget.
Support response
| Severity | Pro | Team | Enterprise |
|---|---|---|---|
| S1 — production down | 4h | 1h | 15 min |
| S2 — degraded but functional | next business day | 4h | 1h |
| S3 — question / non-blocking | 3 business days | 1 business day | 4h |
S1 always escalates to PagerDuty. Enterprise S1 includes a phone bridge.
Credit claims
Submit within 60 days of the missed window. Credits apply to the next invoice and do not roll over past 12 months.
Contact support@xcity.one. Enterprise customers use their dedicated channel in the customer portal.
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