Service level agreement

Availability targets, support response times and remedies.

This agreement applies to paid subscriptions and commercial API tiers. Free and research tiers are provided on a reasonable-endeavours basis with no availability commitment.

Availability targets are agreed per contract and confirmed in your order form. Our published default target for commercial API tiers is pending confirmation and will be stated here once fixed; until then, no numerical uptime figure should be relied upon. Availability is measured monthly as the percentage of successful responses to valid requests, excluding the events in section 5.

Target first-response times by severity are agreed per contract. Where no contract terms apply, we respond to support enquiries on a best-endeavours basis during UK business hours. Severity definitions are set out in the Support Policy.

We schedule maintenance outside UK business hours where possible and give advance notice for work expected to interrupt service. Planned maintenance is excluded from availability calculations.

Where a contracted availability target is missed, the remedy is a service credit against the following billing period, calculated on the fees paid for the affected service in the affected month. Credit rates are set in the applicable order form. Service credits are the sole and exclusive remedy for availability shortfalls.

Service Level Agreement
Failures caused by the customer's systems, network, configuration or misuse of the API.
Suspension resulting from breach of the Terms of Service or AI Acceptable Use Policy.
Failures of third-party infrastructure, payment providers or upstream networks outside our reasonable control.
Force majeure events, denial-of-service attacks and other extraordinary incidents.
Beta, preview and research features.