Uptime SLA

SelfRun AI will be available for at least 99.9% of the minutes in each calendar month (the "Monthly Uptime Percentage"). This applies to the web app, every panel and the APIs of a workspace on a paid plan (Starter, Growth and Business). Enterprise customers can agree different terms in writing. The Free plan is provided on a best-effort basis and is not covered by credits.

• 99.9% in a 30-day month: about 43 minutes of downtime.
• 99.0%: about 7 hours 12 minutes. 95.0%: about 36 hours.
• Every minute below the target counts, whether it comes in one outage or many.

Monthly Uptime Percentage = (minutes in the month − minutes of downtime) ÷ minutes in the month × 100.

• Downtime: a minute in which a paid workspace cannot be opened or signed in to because of a fault on our side, as shown by our monitoring and the System status page.
• Partial problems: a fault in one panel counts as downtime for that workspace when it stops the panel from loading at all.
• Records: our monitoring and the incident history on the System status page are the source of truth; if you disagree you can send us your own logs with a claim and we will look at both.

• Planned maintenance: announced in the product at least 24 hours ahead and kept within 4 hours a month.
• Outside services: failures of your own network, device, DNS or custom domain, of payment gateways, email and messaging providers, social networks, and of the AI provider. When the AI service is down, AI features are paused with a message; that is not website downtime.
• Your own account state: a workspace that is suspended, read-only for an unpaid renewal, or over a plan limit.
• Misuse and abuse: traffic or actions that break the Terms of Service, and attacks we have to block to protect other customers.
• Beta features and anything we label as such.
• Events beyond our reasonable control: natural disaster, war, government action, and failures of the internet backbone or of our hosting and database providers' own regions.

If the Monthly Uptime Percentage of your workspace is below 99.9%, you can claim a credit on that month's subscription fee, excluding taxes:

• Below 99.9% but at least 99.0%: a credit of 10%.
• Below 99.0% but at least 95.0%: a credit of 25%.
• Below 95.0%: a credit of 50%.
• Credits are applied to your next invoice or added as free time on your subscription. They are never paid out in cash, and they are your sole remedy for downtime.

• Open a request in the Help & Support panel (type Other) with the title "SLA credit", the dates and times you saw the problem, and what you could not do.
• Send it within 30 days after the end of the month in which the downtime happened.
• We review it against our records and answer in the request. If we confirm the downtime we apply the credit.

We may improve this SLA at any time. If a change makes it less favourable to you we will tell you at least 30 days before it applies, and it never applies to a month that has already started.