This SLA applies to customers on Enterprise, Enterprise Plus, and NOC Replacement tiers. Web, MSP, and Business tier customers do not have SLA guarantees.
1. Platform Availability
| Tier | Monthly Uptime |
|---|---|
| Enterprise | 99.9% |
| Enterprise Plus | 99.95% |
| NOC Replacement | 99.99% |
Uptime is calculated as:
(Total minutes in month - Downtime minutes) / Total minutes × 100
Downtime means the Corax platform is unavailable or returning errors for more than 50% of requests. Scheduled maintenance windows are excluded from downtime calculations.
2. Healing Response Times
Time from error detection to healing attempt initiation:
| Tier | Response Time |
|---|---|
| Enterprise | Within 10 minutes |
| Enterprise Plus | Within 5 minutes |
| NOC Replacement | Within 2 minutes |
3. Escalation Response Times
Time from failed healing attempt to VAPI escalation call:
| Tier | Response Time |
|---|---|
| Enterprise | Within 15 minutes |
| Enterprise Plus | Within 10 minutes |
| NOC Replacement | Within 5 minutes |
4. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| P1 | Platform down | 1 hour (all tiers) |
| P2 | Major feature unavailable | 4 hours |
| P3 | Minor issue | 1 business day |
5. Remedies for SLA Failures
If Corax fails to meet the uptime commitment in any calendar month, Customer is entitled to service credits:
| Availability | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to the next invoice and do not constitute a refund. Maximum credit in any month: 50% of monthly fee. Credits are the sole remedy for SLA failures. Corax is not liable for damages arising from availability failures.
6. Exclusions
This SLA does not apply to:
- Failures caused by Customer's infrastructure or code
- Failures caused by third-party services (GitHub, Railway, Vercel, Netlify, etc.)
- Failures during scheduled maintenance
- Failures caused by Force Majeure events
- Failures resulting from Customer exceeding usage limits
7. Claiming Credits
Submit credit requests within 30 days of the incident to sla@coraxity.com with the incident date, duration, and description. Corax will verify and apply eligible credits within 14 days.