SoJen.AI Service Level Agreement
Effective Date: July 1, 2026 Last Updated: July 1, 2026
This Service Level Agreement ("SLA") describes the service availability, performance targets, and support commitments SoJen.AI provides to Customers. This SLA is incorporated by reference into the API Terms of Use. Enterprise Customers may negotiate customized SLA terms in a separate Order Form.
1. Applicability by Tier
| Commitment | Pilot | Growth | Enterprise |
|---|---|---|---|
| Monthly Uptime Target | 99.0% | 99.5% | 99.9% (negotiable) |
| Median Response Latency | Best effort | ≤ 500 ms | ≤ 300 ms |
| Support Response Time | 5 business days | 2 business days | 1 business day |
| Service Credits | No | Yes | Yes |
| Dedicated Onboarding | No | No | Yes |
| Custom Rate Limits | No | No | Yes |
2. Uptime Definition
2.1 "Monthly Uptime Percentage" means the percentage of total minutes in a calendar month during which the API endpoint (/v1/infer) is available and returning valid responses, calculated as:
Monthly Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
2.2 "Downtime" means consecutive periods of five (5) or more minutes during which the API returns 5xx errors or is unreachable. Downtime does not include:
- Scheduled maintenance windows (notified at least 24 hours in advance).
- Downtime caused by Customer's network, infrastructure, or API key misuse.
- Force majeure events (natural disasters, acts of government, widespread internet outages).
- Degradation of upstream dependencies outside SoJen.AI's control (e.g., cloud infrastructure provider outages).
3. Scheduled Maintenance
3.1 We will provide at least twenty-four (24) hours' notice of scheduled maintenance windows via email or portal notification.
3.2 Scheduled maintenance windows will be conducted between 02:00–06:00 UTC on weekends where possible.
3.3 Emergency maintenance may be performed without advance notice when necessary to protect system security or integrity. We will notify Customers as soon as practicable.
4. Service Credits (Growth and Enterprise)
4.1 If we fail to meet the Monthly Uptime Target in any calendar month, eligible Customers may request a service credit applied to their next billing cycle:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 98.0% – below target | 10% of monthly fee |
| 95.0% – 97.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
4.2 Service credits are the sole and exclusive remedy for SLA failures. Credits do not entitle the Customer to a cash refund.
4.3 To receive a credit, the Customer must submit a written request to legal@sojen.ai within fifteen (15) days of the end of the affected month, including the dates and times of the affected period. We will verify the claim against our monitoring records and apply approved credits within two (2) billing cycles.
4.4 Credits will not be issued if the Customer's account is past due at the time of the outage or at the time of the credit request.
5. Performance Targets
5.1 Latency. Response latency is measured from receipt of a valid API request to the first byte of the response. Targets apply to the 50th percentile (median) of all requests in a given calendar month, excluding requests during Downtime and the initial 60-second model warmup period following a deployment.
5.2 Rate Limits. Default rate limits by tier:
| Tier | Requests per Minute | Requests per Month |
|---|---|---|
| Pilot | 20 | 50,000 |
| Growth | 100 | 500,000 |
| Enterprise | Custom | Custom |
Exceeding rate limits will result in HTTP 429 responses. Sustained rate limit violations may result in temporary key suspension.
6. Support
6.1 Support is provided via email to legal@sojen.ai. Response times in Section 1 are measured during business hours (9:00 AM – 6:00 PM U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays).
6.2 Enterprise Customers are entitled to a designated onboarding call and may request a dedicated technical point of contact.
6.3 Support covers: - API integration questions and debugging - Account and billing inquiries - Incident investigation and post-mortems (Enterprise tier)
Support does not cover general software development consulting or building your application on top of the API.
7. Incident Communication
In the event of a service disruption:
- We will post incident updates at sojen.ai and notify impacted Customers via email.
- We will provide a post-mortem summary within five (5) business days of resolution for incidents affecting Growth or Enterprise Customers.
8. Modifications
We may update this SLA at any time with thirty (30) days' notice. Enterprise Customers with negotiated SLAs in a signed Order Form are not subject to unilateral modifications to those specific terms during the order term.
Contact: legal@sojen.ai | sojen.ai