This Service Level Agreement (“SLA”) sets out the uptime commitment, service credits and support response targets that HyperInfer, operated by Titan Tech Development L.L.C-FZ, provides for the services. It forms part of the agreement between you and HyperInfer and is referenced by our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms or your order form.

1. Definitions

The following definitions apply to the calculation of uptime and any associated service credits:

Monthly Uptime % means the total number of minutes in a calendar month, minus the Downtime suffered in that month, divided by the total number of minutes in that month, expressed as a percentage.
Downtime means a period during which a production or dedicated endpoint returns errors for all valid requests, or is otherwise unavailable, as measured by HyperInfer’s monitoring. Isolated errors, individual failed requests and degraded latency that does not render the endpoint unavailable are not Downtime.
Excluded Downtime means any unavailability that does not count toward Downtime, namely: (a) scheduled maintenance announced at least 48 hours in advance, or emergency maintenance reasonably required to preserve security or integrity; (b) unavailability caused by your applications, data, configuration, equipment, or by acts or omissions of you or your users; (c) events outside HyperInfer’s reasonable control, including force majeure, internet or upstream provider failures, and denial-of-service attacks; and (d) beta, preview, trial or free-of-charge services.

2. Uptime commitment

HyperInfer will use commercially reasonable efforts to make each production and dedicated endpoint available with a Monthly Uptime % of at least 99.99% during each calendar month of the term. This commitment applies only to paid production and dedicated endpoints and does not apply to beta, preview, trial or shared free-tier services.

3. Service credits

If the Monthly Uptime % for an affected service falls below the commitment in a given calendar month, you are eligible for a service credit calculated as a percentage of the monthly fee paid for that affected service, according to the following tiers:

Monthly Uptime % below 99.99% but at or above 99.9% — a credit of 10% of the monthly fee.
Monthly Uptime % below 99.9% but at or above 99.0% — a credit of 15% of the monthly fee.
Monthly Uptime % below 99.0% — a credit of 30% of the monthly fee.

The total credits issued for any single calendar month will not exceed 40% of the monthly fee paid for the affected service. Service credits are applied against future invoices and have no cash value. Service credits are your sole and exclusive remedy for any failure by HyperInfer to meet the uptime commitment in this SLA.

4. Claims

To receive a service credit, you must submit a claim within 30 days of the end of the calendar month in which the Downtime occurred by emailing [email protected]. Your claim must include the dates and times of each Downtime incident, the affected endpoint(s), and any request logs, error responses or monitoring data evidencing the unavailability. HyperInfer will evaluate the claim in good faith against its own monitoring records and notify you of the outcome. Failure to submit a complete claim within the 30-day window forfeits your right to a credit for that month.

5. Support response times

For customers on an eligible support plan, HyperInfer provides target initial response times based on the severity of the issue. Response time is measured from the time a support request is received to HyperInfer’s first substantive response.

Severity 1 — Critical: production service is down or unusable with no workaround. Target initial response within 30 minutes, 24×7.
Severity 2 — High: a major function is impaired or significantly degraded, but the service remains partially usable. Target initial response within 4 business hours.
Severity 3 — Medium: a minor function is impaired, or there is a question affecting non-critical workloads, with a reasonable workaround available. Target initial response within 1 business day.
Severity 4 — Low: general questions, documentation requests and feature suggestions. Target initial response within 2 business days.

Response targets describe time to first response, not time to resolution, and are subject to the support tier specified in your order form. HyperInfer will work diligently to resolve issues following the initial response.

6. Exclusions & general

This SLA does not apply during Excluded Downtime, and no service credits accrue for unavailability arising from Excluded Downtime. The uptime commitment and support targets do not apply to beta, preview, trial or free-of-charge services, which are provided “as is”. Where a negotiated master agreement or order form specifies different service levels, those terms control to the extent of any conflict. HyperInfer may update this SLA on renewal or with reasonable notice; the version in effect at the start of your then-current term applies for that term.