Service Level Agreement

1. Summary

This Service Level Agreement (SLA) describes the service availability commitments for Crawfish API and the remedies available when we fail to meet these commitments.

99.5%

Monthly Uptime
Commitment

This is a realistic target for a lean, growing service. We believe in honest commitments over flashy but unattainable promises.

2. Uptime Commitment

Uptime means the percentage of time our API gateway is operational and responding to requests.

Uptime Calculation:

Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Availability Tier	Monthly Uptime	Max Downtime
99.5%	99.5%	3h 39m
99.0%	99.0%	7h 18m
98.0%	98.0%	14h 36m

A month with 99.5% uptime would allow approximately 3 hours and 39 minutes of total downtime.

3. Scheduled Maintenance

We perform regular maintenance to keep our systems secure and performant.

Maintenance Windows:

Notice Period: Minimum 24 hours advance notice via status page and email
Preferred Time: Tuesdays 02:00-04:00 UTC (lowest traffic period)
Maximum Duration: 4 hours per maintenance window
Maximum Frequency: Once per week

Scheduled maintenance is excluded from downtime calculations when proper notice is provided.

4. Incident Response

We respond to incidents based on severity:

Severity	Definition	Response Time
Critical	API completely down or >50% failure rate	15 minutes
High	Major feature degraded, >10% failure rate	1 hour
Medium	Minor feature degraded, elevated latency	4 hours
Low	Cosmetic issues, non-critical bugs	24 hours

Response time is measured from when the incident is reported until we begin active investigation.

5. Service Credits

If we fail to meet our 99.5% uptime commitment, you may be eligible for service credits.

Credit Schedule:

Monthly Uptime	Credit
99.0% - 99.49%	10% of monthly fee
95.0% - 98.99%	25% of monthly fee
90.0% - 94.99%	50% of monthly fee
Below 90.0%	75% of monthly fee

Credit Calculation Method:

Credits are calculated as:

Credit = (Monthly Fee) × (Excess Downtime Hours) × 10

Where Excess Downtime is downtime exceeding the 0.5% allowance (3h 39m).

Credit Request Process:

Submit a credit request within 30 days of the incident
Include incident dates and duration
We will verify the outage and calculate credits
Credits are applied to your next billing cycle

6. Exclusions from SLA

The following situations do not count toward downtime and are not eligible for credits:

Third-Party API Failures: Outages or degradation of upstream LLM providers (OpenAI, Anthropic, etc.)
Internet Infrastructure: Issues with your ISP, local network, or internet backbone
DDoS/Attacks: Service degradation due to malicious traffic or DDoS attacks
Client-Side Issues: Problems with your application code, SDK, or integration
Scheduled Maintenance: Properly announced maintenance windows
Force Majeure: Natural disasters, war, terrorism, government actions beyond our control
Beta/Preview Features: Features marked as beta, preview, or experimental
Unauthorized Use: Downtime caused by security breaches due to your negligence

7. Status Page & Communication

Real-time status information is available at:

https://crawfish.top/health

Live status, incident history, and uptime statistics

During an incident, we will provide updates:

Initial acknowledgment within 15 minutes
Status updates every 30 minutes during critical incidents
Resolution notification when service is restored

8. Monthly Reports

📋 Planned Features:

Monthly uptime percentage reports
Incident history with root cause analysis
Historical performance data
API for programmatic status checks

Currently, we maintain internal logs of all incidents and uptime data. Contact us for specific uptime reports for your account.

9. Contact & Credits

For incident reports or to request service credits:

Email: admin@crawfish.top

Include: Your account email, incident dates/times, and description of impact

Credits are the sole remedy for failure to meet SLA commitments. This SLA does not provide refunds outside of the credit mechanism.