Service Level Agreement

Last updated: May 10, 2026 · Effective for all paid plans

1. Uptime Commitment

Sandbox Platform commits to 80% monthly uptime for the control plane and container provisioning API. We publish live and historical uptime at status.ab0t.com.

Service Component	Monthly Commitment	Applies To
Control Plane API	80%	Pro, Enterprise
Container Provisioning	80%	Pro, Enterprise
Dashboard & UI	Best effort	All plans

Enterprise customers can negotiate enhanced uptime commitments and binding SLA terms. Contact enterprise@ab0t.com.

2. Definitions

2.1 Monthly Uptime

Total minutes in a calendar month minus confirmed Downtime minutes, divided by total minutes. We use our own monitoring (and cross-check against our status page) to calculate this.

2.2 Downtime

A period where the Service is unavailable or severely degraded, confirmed by our monitoring:

API Downtime: Error rate above 10% for all requests for 10+ consecutive minutes
Provisioning Downtime: Container creation failing for the majority of requests for 10+ consecutive minutes

2.3 What Is Not Counted

Scheduled maintenance announced at least 24 hours in advance
Emergency security patches
Issues caused by your code, configuration, or third-party dependencies
Force majeure (AWS outages, natural disasters, etc.)
Features marked beta or preview
Free tier accounts
Account suspensions for Terms of Service violations

Note on AWS dependency: Our infrastructure runs on AWS (us-west-2). A regional AWS outage that affects our services is treated as force majeure. We design for resilience but cannot guarantee service during AWS infrastructure failures.

3. Service Credits

If we fall below the committed uptime in a calendar month, you may request a service credit.

Monthly Uptime Achieved	Credit	How to Claim
70% – 80%	10% of that month's charges	Email support@ab0t.com
50% – 70%	25% of that month's charges	Email support@ab0t.com
Below 50%	50% of that month's charges	Email support@ab0t.com

3.1 Credit Conditions

Submit your request within 30 days of the incident with your account ID and affected dates
We'll review and respond within 10 business days
Maximum credit per month: 50% of that month's charges
Credits apply to your next billing cycle and expire after 12 months
Credits have no cash value and are non-transferable

4. Support

Support is available to all paid plans via email. Enterprise customers can arrange a dedicated Slack channel with custom response time commitments.

Channel	Coverage	Available To
Email — support@ab0t.com	Same business day (Mon–Fri UTC)	All paid plans
Status page updates	Posted within 30 min of confirmed incident	Everyone
Dedicated Slack channel	Business hours + custom response times	Enterprise (by arrangement)

For urgent production issues, mark your email "URGENT" and we will prioritise it.

5. Scheduled Maintenance

Routine maintenance windows: Sundays 02:00–06:00 UTC (not every week)
We announce planned windows at least 24 hours in advance on status.ab0t.com
Running containers are not interrupted by control plane maintenance
Emergency patches may be deployed without advance notice; we post to the status page as soon as possible

6. Enterprise SLA

Enterprise customers can negotiate custom SLA terms including enhanced uptime commitments, contracted response times, dedicated support, and credit structures. Contact enterprise@ab0t.com to discuss requirements.

7. Monitoring and Status

We publish live and historical service status publicly:

Status page: status.ab0t.com — subscribe for email/SMS alerts
API health: GET /api/health — machine-readable current status
Incident history: All past incidents with root-cause notes are on the status page

8. Changes to This SLA

We may update this document. We'll email paid customers 14 days before changes take effect. The current version is always at this URL. Changes improving your coverage take effect immediately; changes reducing coverage don't apply to your current billing period.

9. Questions

Questions about this SLA or custom enterprise terms: enterprise@ab0t.com.