Service Level Agreement

Uptime commitments and service credits for CodePus commercial editions.

Effective 2026-01-01.

Coverage

This SLA applies to paid plans (Pro, Team, Business and Enterprise) for the API gateway, downloads service, auth service and the LLM relay. Free-tier and self-hosted deployments are best-effort.

Uptime targets

  • Pro: ≥99.5% monthly uptime
  • Team: ≥99.9% monthly uptime
  • Business: ≥99.95% monthly uptime
  • Enterprise: ≥99.99% monthly uptime, customisable per contract

Service credits

If we miss the target, you can request credits against your next invoice.

  • <99.9% but ≥99.0%: 10% of monthly fee
  • <99.0% but ≥95.0%: 25% of monthly fee
  • <95.0%: 50% of monthly fee

Maintenance windows

Planned maintenance is announced ≥72 hours in advance and executed within the window 02:00–04:00 UTC on Sundays. Maintenance time does not count toward downtime.

Exclusions

  • Scheduled maintenance announced in advance
  • Outages caused by upstream model providers (we publish the affected provider on the status page)
  • Force majeure (natural disasters, government actions, internet backbone failures)
  • Customer-caused issues (mis-configured firewall, expired tokens, contractual violations)

How to claim

Open a ticket at /support within 30 days of the incident with the time window and affected workload. Credits apply to your next billing cycle.

Changes to this SLA

We may update this SLA with at least 30 days notice. The current version is always available at https://codepus.ai/sla.