Service Level Agreement
Last updated: February 2026
1. Overview
This Service Level Agreement ("SLA") describes the uptime commitments and service credit remedies for Agent Action Firewall. This SLA applies to paid subscription plans. Enterprise customers should refer to their Enterprise Agreement for specific SLA terms, which may supersede this document.
2. Uptime Commitment
| Plan | Monthly Uptime Target | Maximum Downtime / Month |
|---|---|---|
| Starter | 99.5% | ~3.6 hours |
| Pro | 99.9% | ~43 minutes |
| Enterprise | 99.9% (negotiable) | Per Enterprise Agreement |
3. Measurement
Uptime is measured using automated health checks at 5-minute intervals against the API health endpoint. "Downtime" means a period during which the API returns errors or is unreachable for more than 3 consecutive health check failures (15 minutes).
Monthly uptime percentage is calculated as:
((Total minutes in month - Downtime minutes) / Total minutes in month) x 100
4. Service Credits
If we fail to meet the uptime commitment, you are eligible for service credits:
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|---|
| 99.0% - below SLA target | 10% |
| 95.0% - 98.9% | 20% |
| Below 95.0% | 30% |
Service credits are capped at 30% of your monthly subscription fee and are applied as a credit to your next invoice. Credits are not redeemable for cash. Service credits are your sole and exclusive remedy for any failure to meet the uptime commitments described in this SLA.
5. Exclusions
The following are excluded from downtime calculations:
- Scheduled maintenance windows (announced at least 48 hours in advance via email or in-app notification). Emergency maintenance affecting security or data integrity will be announced at least 8 hours in advance when possible.
- Force majeure events as described in our Terms of Service
- Issues caused by your systems, code, policies, or third-party services
- Suspension due to breach of Terms of Service or non-payment
- Features in beta or preview (clearly labeled as such in the documentation)
6. Claim Process
To request a service credit:
- Submit a written request to support@agentactionfirewall.com within 30 days of the end of the affected month.
- Include the dates and times of the downtime and any relevant details.
- We will review your request and apply eligible credits to your next invoice within 30 days.
7. Support Response Times
| Severity | Description | Target Response |
|---|---|---|
| Critical | Service unavailable, data loss risk | 1 hour |
| High | Major feature impaired, no workaround | 4 hours (business hours) |
| Medium | Feature impaired, workaround available | 1 business day |
| Low | General questions, minor issues | 2 business days |
Business hours are Monday through Friday, 9:00 AM - 6:00 PM Eastern Time, excluding U.S. federal holidays. Enterprise customers may have 24/7 support per their Enterprise Agreement.
8. Contact
For SLA-related questions, please contact us at support@agentactionfirewall.com