SERVICE LEVEL AGREEMENT (SLA)
Last Updated: March 30, 2026 Effective Date: March 30, 2026 Company: LOOM AGENCY LIMITED
1. OVERVIEW
This Service Level Agreement ("SLA") defines the uptime commitments and service credit policy for the apicheap.net API platform operated by LOOM AGENCY LIMITED.
This SLA applies to all paid API key customers. Free tier users are excluded from SLA guarantees and service credits.
2. UPTIME COMMITMENT
2.1 Target Uptime
| Tier | Monthly Uptime Target | Maximum Downtime/Month |
|---|---|---|
| Basic | 99.0% | ~7.3 hours |
| Pro | 99.5% | ~3.6 hours |
| Enterprise | 99.9% (negotiable) | ~43 minutes |
"Uptime" is measured as the percentage of time the API endpoint (api.apicheap.net) successfully responds to valid requests with a non-error status code (HTTP 2xx or 4xx for client errors) during a calendar month.
2.2 Measurement
- Uptime is measured from our monitoring systems on a per-minute basis
- Planned maintenance windows are excluded from uptime calculations
- Client-side errors (invalid API keys, rate limit exceeded, malformed requests) are not counted as downtime
3. SERVICE CREDITS
3.1 Credit Policy
If we fall below the uptime target in any calendar month, eligible customers may request service credits:
| Monthly Uptime | Service Credit (% of monthly usage) |
|---|---|
| 99.0% – 99.5% | 5% |
| 95.0% – 99.0% | 10% |
| 90.0% – 95.0% | 25% |
| Below 90.0% | 50% |
3.2 Credit Calculation
Service Credit = (Monthly API spend) × (Credit percentage)
Example: If you spent $200 on API usage in a month where uptime was 94%, your credit would be: $200 × 25% = $50 service credit applied to your next billing cycle.
3.3 Credit Limitations
- Service credits are applied as API credit balance, not cash refunds
- Maximum credit per month is capped at 50% of that month's usage
- Credits must be requested within 30 days of the incident
- Credits are non-transferable between accounts
3.4 How to Request Credits
Email admin@apicheap.net with:
- Subject: "SLA Credit Request — [Month/Year]"
- Your account ID
- Dates and times of experienced downtime
- Evidence (error logs, screenshots, monitoring data)
We will verify the claim and apply credits within 10 business days.
4. EXCLUSIONS
The following are NOT considered downtime and do not qualify for SLA credits:
- Planned Maintenance: Scheduled maintenance announced at least 48 hours in advance via email or status page
- Third-Party Outages: Downtime caused by upstream AI model providers (e.g., OpenAI, Anthropic, Google outages)
- Force Majeure: Natural disasters, war, government actions, pandemic
- Customer Actions: Downtime caused by customer misuse, exceeding rate limits, or invalid API requests
- Network Issues: Internet connectivity problems outside our infrastructure
- DDoS Attacks: Service degradation due to denial-of-service attacks, despite our best mitigation efforts
- Free Tier: Free tier usage is provided "as is" without uptime guarantees
5. SUPPORT RESPONSE TIMES
| Tier | Severity 1 (Service Down) | Severity 2 (Degraded) | Severity 3 (General) |
|---|---|---|---|
| Free | Best effort | Best effort | Best effort |
| Basic | 24 hours | 48 hours | 5 business days |
| Pro | 4 hours | 12 hours | 2 business days |
| Enterprise | 1 hour | 4 hours | 1 business day |
Support Channel: admin@apicheap.net Status Page: [To be determined — status.apicheap.net recommended]
6. PLANNED MAINTENANCE
- Maintenance windows are scheduled during off-peak hours (02:00–06:00 UTC) when possible
- Non-emergency maintenance is announced at least 48 hours in advance
- Emergency maintenance (critical security patches) may occur without advance notice
- Expected duration is communicated in each maintenance notice
7. REMEDIES
Service credits as described in Section 3 are your sole and exclusive remedy for any failure to meet the SLA uptime commitment. This SLA does not modify or override the limitation of liability in our Terms of Service.
8. SLA CHANGES
We may update this SLA with 30 days notice. Changes apply to future billing periods only, not retroactively.
9. CONTACT
LOOM AGENCY LIMITED Email: support@apicheap.net Address: RM 602, 6/F, KAI YUE COMM BUILDING, NO.2C, ARGYLE STREET, MONGKOK KOWLOON, HONG KONG
END OF SERVICE LEVEL AGREEMENT