Service Level Agreement

This SLA applies to customers on an eligible paid or enterprise plan and in good standing (not in breach and not overdue on payment). It covers the availability of the Covered Service — the unoblox control plane and gateway — and does not cover the availability, latency, accuracy, or content of the upstream Models and Providers, which are outside unoblox’s control, nor beta or preview features.

• Covered Service — the ability to authenticate and submit requests through the unoblox gateway at api.unoblox.ai and to access the control-plane consoles, excluding upstream Provider inference.
• Monthly Uptime Percentage — (total minutes in the calendar month minus Downtime minutes) divided by total minutes in the month, multiplied by 100.
• Downtime — minutes during which the Covered Service is unavailable for the customer, as reasonably measured by unoblox, excluding Excluded Downtime (section 5).
• Service Credit — a credit to the customer’s unoblox balance, expressed as a percentage of the fees for the Covered Service for the affected month, usable against future usage.

unoblox will use commercially reasonable efforts to make the Covered Service available with a Monthly Uptime Percentage of at least 99.95% during each calendar month (the “Uptime Commitment”).

Availability is measured per calendar month (Indian Standard Time) using unoblox’s monitoring and logs. A request failure is counted toward Downtime only if it results from unavailability of the Covered Service itself — not from an upstream Provider, the customer’s configuration, or an Excluded Downtime event. Where measurement is disputed, unoblox’s system records are used, acting reasonably and in good faith.

“Excluded Downtime” does not count against the Uptime Commitment and includes unavailability caused by:

• upstream Providers or Models — including their outages, throttling, latency, errors, deprecation, or content decisions;
• scheduled maintenance for which unoblox gives reasonable prior notice, and emergency maintenance;
• force majeure and other events beyond unoblox’s reasonable control, including internet, infrastructure, or utility failures;
• the customer’s acts or omissions — including misconfiguration, exceeding rate limits or budgets, use contrary to the documentation, or issues with the customer’s own BYOK provider or network;
• suspension or restriction in accordance with the Terms or Acceptable Use Policy, or for non-payment; and
• beta, preview, trial, or free-tier features.

If the Monthly Uptime Percentage falls below the Uptime Commitment in a month, the customer is eligible for a Service Credit against the fees paid for the Covered Service for that calendar month, on the following confirmed standard schedule:

A Service Credit cannot exceed 100% of the fees paid for the Covered Service for the affected month. Service Credits are issued as unoblox wallet credit to the customer’s unoblox balance, usable against future usage — they are never issued as cash and are not eligible for a cash refund under the Refund & Cancellation Policy.

To claim a Service Credit, contact us via our contact form within 30 days of the end of the affected month, with the dates and times of the Downtime and the request IDs and timestamps of the affected requests, or other evidence sufficient to corroborate the claim. unoblox will validate the claim against its records and apply any due credit to a subsequent billing period.

Service Credits are the customer’s sole and exclusive remedy, and unoblox’s entire liability, for any failure to meet the Uptime Commitment. All limitations and exclusions of liability in the Terms continue to apply.

For eligible plans, unoblox targets the following first-response times by severity (targets, not guarantees). Business hours referenced below are in India Standard Time (IST).

unoblox may update this SLA from time to time; the updated version takes effect on its “Last updated” date. For customers under a signed order form, the SLA in effect at the start of the then-current term applies for that term unless otherwise agreed.

For SLA questions or to discuss an enterprise agreement, contact us via our contact form (choose Support or Legal).