This SLA applies to paid production tiers of Cyphic AI APIs, Cyphic Cloud managed services and Cyphic 360 bundles. Free, developer and trial tiers are excluded and provided on a best-effort basis. This SLA forms part of the Terms of Service.
1. Uptime targets
- Cyphic AI (Production) — 99.95% monthly uptime per region.
- Cyphic Cloud / 360 (Standard) — 99.9% monthly uptime.
- Cyphic 360 (Enterprise) — 99.99% monthly uptime with dual-region active-active failover.
Uptime is measured as the percentage of minutes in a calendar month during which the documented service endpoints respond successfully from at least two independent external probes operated by Cyphic.
2. Latency commitments
- Median verdict latency — under 35 ms intra-region for Cyphic AI scoring endpoints.
- p95 — under 80 ms intra-region.
- p99 — under 150 ms intra-region.
- Webhook delivery — first attempt within 250 ms of verdict; exponential retry on failure for 24 hours.
- Dashboard p95 — under 1.5 s time-to-interactive for authenticated views.
3. Incident severity definitions
- Severity 1 — production down or material data integrity issue affecting more than 10% of customer requests.
- Severity 2 — significant impairment with workaround, or partial regional outage.
- Severity 3 — minor functional issue, cosmetic defect, documentation or how-to questions.
- Severity 4 — feature requests or future enhancements.
4. Support response and restoration
- Severity 1 — initial response within 15 minutes (24/7 on Enterprise; business hours on Standard). Continuous engineering effort until restoration.
- Severity 2 — 1 business hour response, target workaround within 8 business hours.
- Severity 3 — 1 business day response.
- Severity 4 — 5 business days response.
5. Service credits
- Uptime < 99.95%: 10% credit of monthly fees for affected service.
- Uptime < 99.9%: 25% credit of monthly fees.
- Uptime < 99.0%: 50% credit of monthly fees.
- p95 latency missed for the month: 5% credit of affected monthly fees.
Credits are the sole and exclusive remedy and are issued against the next invoice on customer request submitted within 30 days of the affected month. Credits do not accumulate beyond 50% of the monthly fee for the affected service.
6. Maintenance windows
Scheduled maintenance is announced at least 72 hours in advance via the Cyphic status page and email to account administrators. Standard maintenance windows are Saturday 02:00 to 04:00 UTC. Emergency maintenance may be performed with shorter notice when required for security or stability.
7. Exclusions
- Force majeure events including internet outages outside Cyphic's network.
- Scheduled maintenance windows notified in advance.
- Customer-side misconfiguration, exhausted token pools or expired credentials.
- Abuse incidents triggered by the customer or its end users.
- Beta or labelled-preview features.
- Third-party integrations and customer-controlled network paths.
8. Incident communication
Incidents are published in real time on the Cyphic status page. Severity 1 incidents trigger email and (on Enterprise) SMS or phone notification to designated contacts. A post-incident review is published within five business days of restoration for any Severity 1 event.
9. Reporting and credits process
To claim a credit, contact support within 30 days of the affected month including account ID, incident reference and impacted endpoints. Credits are applied to the next invoice and cannot be exchanged for cash. Credits are not transferable.