Legal · last updated April 19, 2026
Service Level Agreement.
This Service Level Agreement (“SLA”) describes availability commitments for Acilox Labs production services operated by Acilox LLP (“Acilox,” “we,” “our”). It applies where expressly included in your order for Labs. It does not modify other agreements except as stated here.
Definitions
“Service” means the Acilox Labs cloud application identified in your subscription, excluding beta, preview, or trial features labeled as non-production. “Available” means the Service responds to authorized API and UI requests excluding Scheduled Maintenance and Exclusions below. Availability is measured monthly.
Uptime targets
Monthly uptime targets for the Production environment are:
- Standard: 99.9% monthly uptime
- Enterprise: 99.95% monthly uptime
Uptime is calculated as: (total minutes in month − excluded downtime) ÷ (total minutes in month).
Scheduled maintenance
We may perform maintenance that temporarily affects availability. We will provide advance notice for material maintenance where practicable. Scheduled maintenance does not count against uptime targets.
Service credits
If we fail to meet the applicable monthly uptime target, you may request service credits as your sole financial remedy for availability failures, subject to the claims process below.
| Monthly uptime | Credit (% of monthly fee for affected Service) |
|---|---|
| Below 99.9% but ≥ 99.0% (Standard) / below 99.95% but ≥ 99.0% (Enterprise) | 10% |
| Below 99.0% but ≥ 95.0% | 25% |
| Below 95.0% | 50% |
Credits apply to future invoices for the same Service and expire if not used within twelve (12) months. Credits are not cash refunds.
Exclusions
Downtime does not count toward SLA breaches when caused by:
- Force majeure events beyond our reasonable control;
- Your misuse, misconfiguration, or third-party integrations you control;
- Suspension for legal, security, or breach reasons;
- Beta or preview features;
- Issues arising from public internet or your network or devices.
How to claim
Email support@acilox.com within 30 days after the end of the month in which the incident occurred. Include timestamps, affected workspace identifiers, and a brief description. We may request reasonable verification.
Status page
We publish service status at status.acilox.com and on our site at /status when available.
Contact us
SLA questions: support@acilox.com. Legal: legal@acilox.com.