Service Level Agreement
Guaranteed uptime, response times, and support commitments for our platform and API services.
Last updated: January 15, 2026
1. Overview
This Service Level Agreement (“SLA”) describes the levels of service that Skytells, Inc. commits to providing for its platform and API services. This SLA applies to all paid plans and enterprise agreements unless otherwise specified in your individual service agreement.
2. Uptime Commitment
Skytells guarantees the following monthly uptime percentages for its core services:
- API Services: 99.9% monthly uptime
- Cloud AI Platform: 99.9% monthly uptime
- Dashboard & Console: 99.5% monthly uptime
Uptime is measured as the percentage of total minutes in a calendar month during which the service is available, excluding scheduled maintenance windows.
3. Scheduled Maintenance
Scheduled maintenance windows are excluded from uptime calculations. Skytells will provide at least 48 hours advance notice for planned maintenance and will endeavor to schedule maintenance during off-peak hours.
4. Support Response Times
Response times vary by severity and plan tier:
| Severity | Standard | Enterprise |
|---|---|---|
| Critical (Service Down) | 4 hours | 1 hour |
| High (Degraded Service) | 8 hours | 2 hours |
| Medium (Non-Critical) | 24 hours | 8 hours |
| Low (General Inquiry) | 48 hours | 24 hours |
5. Service Credits
If Skytells fails to meet the uptime commitment, eligible customers may request service credits:
- 99.0% – 99.9% uptime: 10% credit of monthly fees
- 95.0% – 99.0% uptime: 25% credit of monthly fees
- Below 95.0% uptime: 50% credit of monthly fees
Service credits must be requested within 30 days of the incident. Credits are applied to future invoices and do not exceed 50% of the monthly service fee.
6. Exclusions
This SLA does not apply to:
- Free tier or trial accounts
- Features labeled as beta, preview, or experimental
- Outages caused by factors outside Skytells’ control
- Customer-caused issues (misconfiguration, abuse)
- Force majeure events
7. Changes to This SLA
Skytells reserves the right to modify this SLA with 30 days advance notice. Changes will not reduce the level of service during an active subscription term.