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API Service Level Agreement (SLA)

This API Service Level Agreement (“SLA”) forms part of the Terms of Service between RAIDS AI Ltd (RAIDS) and the Client and applies solely to the availability and performance of the API endpoint(s) that RAIDS makes available to Clients (“API Services”). Capitalised terms not defined in this SLA have the meaning given in the Terms of Service.

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Applicability

  1. This SLA applies solely to the availability and performance of the API Services. It does not apply to Client configurations, network conditions, or the Client’s implementation of APIs.
  2. The API is a request-driven service. Clients make discrete API calls/requests using their own systems at their own chosen intervals. Accordingly, “Availability” refers to RAIDS’ ability to accept and process incoming requests.
  3. Beta Services and Features are excluded. Beta Services and Features are provided as is, without uptime commitments or support obligations. This SLA does not apply to any Beta Services and Features.

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Definitions

The following defined terms apply to this Service Level Agreement for the API Services.

“Actual Monthly API Availability Percentage” = (A - B) / A * 100, where:

  • A = Total Monthly API Time (as defined below), and
  • B = Unavailable Monthly API Time (as defined below).

“Availability Commitment” means that for the API Services the Actual Monthly API Availability Percentage will be at least 98% per calendar month.

“API Service Credit” means the credit that the Client is eligible to request pursuant to Section 3 (API Service Credits) of this SLA.

“Successful Connection Rate” means, in the applicable calendar month, at least 95% of Client API requests receive a successful response.

A Successful Connection Rate is conditioned on these requirements (x) the Client utilising a sufficient number of concurrent connections to support such Successful Connection Rate; (y) the Client’s requests not exceeding 50 sustained requests per second (RPS), with bursts not to exceed 150 RPS for up to 30 seconds; and (z) the Client honouring the then-current time-to-live value for domain name system lookups and implementing reasonable retry logic and error handling. It is provided that requests outside these parameters do not qualify for SLA measurement and may be excluded.

“Total Monthly API Time” means the total number of minutes in the applicable calendar month.

“Unavailable Monthly API Time” means the number of minutes in the applicable calendar month during which the API Services are not capable of accepting and processing requests due solely to RAIDS-side issues. Unavailable Monthly API Time does not include Excluded Monthly API Times (as defined below).

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API Service Credits

Eligibility for Service Credits The Client may receive a Service Credit if:

  • Actual Monthly API Availability Percentage falls below 98%; or
  • Successful Connection Rate falls below 95% for qualifying Client requests.

To qualify for Service Credits:

  • the Client must have made valid API requests during the period of alleged unavailability; and
  • such requests must have failed solely due to RAIDS-side unavailability, as confirmed by RAIDS’ monitoring and logging systems.

For clarity, periods during which the Customer did not issue API requests do not count toward unavailability.

The SLA applies only when Client usage complies with the requirements specified in Section 2.4. Requests outside these parameters are not included for SLA measurement and may void eligibility for SLA credits.

  • RAIDS’ monitoring and logging systems are the sole source of truth for determining:
  • API unavailability,
  • failed request rates, and
  • whether SLA thresholds were met.

Customer-submitted logs may support an SLA claim but will not override RAIDS’ system records.

If eligible, the Client will receive a credit equal to 5% of the monthly fees for the affected API Services.

  1. To receive an API Service Credit, the Client must submit a request to Client Support via https://app.raidsai.ai/support, within thirty (30) days from the last day of the calendar month in which the Client claims a failure. All submissions must include the following: (a) “SLA Claim” as the subject of the support ticket; (b) the dates and times of the alleged Unavailable Monthly API Time; (c) any documentation or logs of the Unavailable Monthly API Time or failure to achieve a Successful Connection Rate (including but not limited to timestamp, error codes, request IDs) and (d) evidence of compliance with the Client requirements for a Successful Connection Rate claim. Any API Service Credit will be applied to future amounts payable by the Client for the API Services. Credits are not refundable and cannot exceed the fees paid for the applicable month.
  2. Exclusions. Notwithstanding anything to the contrary in this API SLA, no Unavailable Monthly API Time will be deemed to have occurred if it (a) is caused by factors outside of RAIDS’ reasonable control, including, without limitation, telecommunications provider-related problems or issues, Internet access or related problems occurring beyond the point in the network where RAIDS maintains access and control over the API Services; (b) results from any action or inaction of the Client or any third party; (c) occurs during scheduled maintenance for which RAIDS will provide at least twenty-four (24) hours prior notice; (d) occurs during emergency maintenance; (e) results from any API Services identified as alpha, beta, not generally available, limited release, developer preview, or similar Services; or (f) is less than five (5) minutes of continuous unavailability in duration (collectively, “Excluded Monthly API Times”).
  3. Entire API SLA Liability. The API Service Credits are RAIDS’ sole and entire liability to the Client, and the Client’s sole and exclusive remedy, for RAIDS’ failure to meet any Availability Commitment or achieve any Successful Connection Rate.
  4. Updates. RAIDS may update this API SLA from time to time. The then-current version of this API SLA is available at https://app.raidsai.ai/service-level-agreement.

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Last updated: 12/8/2025

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