Uptime commitments, incident response, and service credits for the XALEN platform.
This Service Level Agreement ("SLA") is a binding commitment between XALEN Technology Pvt Ltd ("XALEN", "we", "us") and any customer ("you", "Customer") on a paid plan. The following definitions apply throughout this document:
XALEN commits to the following Monthly Uptime Percentages based on your plan tier:
| Plan Tier | Uptime Commitment | Max Downtime/Month |
|---|---|---|
| Growth | 99.9% | 43 minutes 49 seconds |
| Scale | 99.9% | 43 minutes 49 seconds |
| Dedicated | 99.99% | 4 minutes 23 seconds |
| Enterprise | 99.99% | 4 minutes 23 seconds |
The uptime commitment applies to the API inference endpoints and the authentication/authorization system. The developer dashboard, documentation site, and sandbox endpoints are not covered by this SLA but are maintained with best-effort availability.
Monthly Uptime Percentage is calculated using the following formula:
Uptime % = ((Total Minutes - Downtime Minutes - Excluded Minutes) / (Total Minutes - Excluded Minutes)) * 100
If we fail to meet the Monthly Uptime Percentage commitment for your plan tier, you are entitled to Service Credits as follows:
| Monthly Uptime % | Service Credit |
|---|---|
| Less than 99.9% but >= 99.5% | 10% of monthly fees |
| Less than 99.5% but >= 99.0% | 25% of monthly fees |
| Less than 99.0% | 50% of monthly fees |
For Dedicated and Enterprise plans with a 99.99% commitment:
| Monthly Uptime % | Service Credit |
|---|---|
| Less than 99.99% but >= 99.9% | 10% of monthly fees |
| Less than 99.9% but >= 99.5% | 25% of monthly fees |
| Less than 99.5% | 50% of monthly fees |
We classify incidents by severity and commit to the following response and resolution targets:
| Priority | Definition | Response Time | Update Frequency | Resolution Target |
|---|---|---|---|---|
| P1 — Critical | Service completely unavailable; all customers affected | 15 minutes | Every 30 minutes | 4 hours |
| P2 — High | Major feature degraded; significant customer impact | 1 hour | Every 2 hours | 8 hours |
| P3 — Medium | Non-critical feature impaired; limited impact | 4 hours | Every 8 hours | 48 hours |
| P4 — Low | Minor issue; cosmetic or documentation error | 24 hours | As needed | 5 business days |
"Response Time" means the elapsed time between when we become aware of an incident (through monitoring or customer report) and when a qualified engineer is actively investigating the issue and has acknowledged the incident publicly on our status page.
For all P1 and P2 incidents, we publish a Root Cause Analysis (RCA) within 5 business days. The RCA includes a timeline of events, root cause identification, impact assessment, and preventive measures. Enterprise customers receive the full RCA; other customers receive a summary.
Scheduled maintenance is performed during low-traffic windows (typically Sunday 02:00-06:00 UTC). We will provide at least 48 hours advance notice for standard maintenance and 7 days advance notice for extended maintenance exceeding 30 minutes.
In rare cases where an immediate security patch or critical fix is required, we may perform emergency maintenance with less than 48 hours notice. Emergency maintenance periods exceeding 15 minutes count toward Downtime calculations.
The following events are excluded from Downtime calculations and do not qualify for Service Credits:
Events beyond our reasonable control, including but not limited to natural disasters, wars, terrorism, pandemics, government actions, widespread internet outages, or failures of fundamental internet infrastructure (DNS root servers, major backbone providers).
Sandbox endpoints, beta features, pre-release models, and any service marked as "experimental" or "preview" are not covered by this SLA.
We use independent, third-party monitoring services to measure availability from multiple global locations (Mumbai, Singapore, Frankfurt, Iowa, Oregon). These measurements are the authoritative source for uptime calculations.
Real-time service status is published at status.xalen.io, including current status, historical uptime, scheduled maintenance, and incident history.
Enterprise and Dedicated customers receive monthly uptime reports including:
Customers can verify availability independently using the /health endpoint, which returns HTTP 200 when the service is operational. We recommend polling this endpoint no more frequently than once per minute.
To request a Service Credit, submit a claim to sla@xalen.io within 30 days of the end of the month in which the SLA was not met. Include:
We will review your claim against our monitoring data and respond within 10 business days. If we confirm the SLA was not met and the Downtime does not fall under an exclusion, we will apply the appropriate Service Credit to your wallet within 5 business days of confirmation.
If you disagree with our determination, you may request a detailed breakdown of our monitoring data for the affected period. Enterprise customers may escalate disputes to their named account manager.
Service Credits are your sole and exclusive remedy for any failure by XALEN to meet the uptime commitments in this SLA. This SLA does not modify or supersede the limitation of liability provisions in the Terms of Service.
We may modify this SLA with at least 30 days' written notice to affected customers. Modifications will not apply retroactively. Continued use of the Service after the effective date constitutes acceptance.
Enterprise customers with a Master Service Agreement (MSA) that includes SLA terms: the MSA SLA terms take precedence over this document where they conflict. In all other cases, this SLA applies.
XALEN Technology Pvt Ltd
Pune, Maharashtra, India
SLA inquiries: sla@xalen.io
Enterprise: enterprise@xalen.io
General: hello@xalen.io