This Service-Level Agreement (“SLA”) applies to paid Professional and Enterprise Plans of the Ratel platform operated by EactiveNet, Inc. It is part of the Terms of Service. Free and Sandbox tiers are excluded.

1. Uptime commitment

We will use commercially reasonable efforts to make the covered Service available with a Monthly Uptime Percentage of at least 99.9%, measured per calendar month and excluding the periods in Section 4.

2. Definitions

• “Monthly Uptime Percentage” = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.
• “Downtime” means sustained unavailability of the production API gateway or ingress for your workspace, confirmed by our monitoring, that is attributable to the Service.

3. Service credits

Monthly Uptime Percentage	Service credit (% of monthly fee)
< 99.9% and ≥ 99.0%	10%
< 99.0% and ≥ 95.0%	25%
< 95.0%	50%

Service credits are your sole and exclusive remedy for availability shortfalls, are applied to a future invoice, are not exchangeable for cash, and may not exceed the fees paid for the affected month.

4. Exclusions

The SLA does not apply to unavailability caused by: scheduled maintenance (announced at least 24 hours in advance); emergency maintenance; factors outside our reasonable control (force majeure, network or DNS failures upstream of us, third-party providers); your applications, code, or configuration; suspension for non-payment or AUP violation; beta/preview features; or your exceeding plan limits.

5. Claiming a credit

Submit a claim to [email protected] within 30 days of the incident, including dates, times, and affected workspace(s). We will validate against our records and apply approved credits to your next invoice. Accounts must be in good standing and current on payment to be eligible.

Questions about this document? Contact [email protected]. Ratel is operated by EactiveNet, Inc. See all Legal documents in the footer.