This is not the executed agreement and is subject to change. The targets and terms below are a working draft pending counsel and operations sign-off, and must be validated against production telemetry before commitment — they do not create binding obligations. To request the binding, executed Service Level Agreement, contact [email protected] (alternate: [email protected]).
Service Level Agreement (SLA) — Accurecord
Effective: TBD · Last updated: 2026-06-16
DRAFT — requires counsel + ops sign-off before it becomes contractually binding. The targets below should be validated against real production telemetry before commitment. Applies to paid plans; the Free tier is provided “as-is” with no SLA.
1. Uptime commitment
Accurecord targets a Monthly Uptime Percentage of:
| Plan | Monthly Uptime Target |
|---|---|
| Pro | 99.5% |
| Enterprise | 99.9% (or as set in the order form) |
“Monthly Uptime Percentage” = (total minutes in the month − Downtime minutes) ÷ total minutes, ×100. Downtime = minutes where the core coding API (/api/v1/code, /api/v1/codes/*) returns 5xx or is unreachable for requests that are otherwise valid and within rate limits, as measured by Accurecord’s monitoring (the X-Build-SHA/health probes), excluding Exclusions below.
2. Exclusions
Downtime does not include unavailability caused by: scheduled maintenance (announced ≥48h ahead, target ≤4h/month, off-peak); Customer’s misuse, invalid requests, or exceeding rate limits; factors outside Accurecord’s reasonable control (force majeure, upstream cloud/region outage, internet failures); the Free tier; or beta/preview features.
3. Service credits
If the monthly target is missed, Customer may request a credit within 30 days:
| Monthly Uptime | Credit (% of that month’s fees) |
|---|---|
| < target but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Credits are the sole and exclusive remedy for missed uptime, are applied to future invoices, and do not exceed that month’s fees.
4. Support response targets
| Severity | Definition | Target first response |
|---|---|---|
| S1 — Critical | Core coding API down / data-integrity issue | 1 business hour (Enterprise: 1h, 24×7) |
| S2 — High | Major feature impaired, no workaround | 4 business hours |
| S3 — Normal | Minor/partial impairment, workaround exists | 1 business day |
| S4 — Low | Question / enhancement | 2 business days |
Support channel: [email protected] (Enterprise may add a dedicated channel). Security issues: [email protected].
5. Status & incident communication
Service status and incident history are posted at accurecord.io/trust (or a dedicated status page). Sev-1 incidents receive a post-incident summary on request.
6. Maintenance & change management
Production changes deploy through the CI/CD pipeline with health-gated, single-revision rollouts and post-deploy verification of the live build SHA. Emergency security fixes may deploy without the standard maintenance window.
DRAFT document — for information only. Not the executed agreement. To request the binding, executed SLA, contact [email protected]. © 2026 Accurecord, Inc. All rights reserved.