Service Level Agreement

Overview

This Service Level Agreement ("SLA") defines the performance, availability, and support commitments ToolmetryAI makes to users of its AI-powered platform. ToolmetryAI provides a suite of AI tools including document generators, image processing utilities, text analyzers, code assistants, content rewriters, and other AI-driven features. Enhanced commitments and service credits are available exclusively to premium subscribers.

This SLA supplements the ToolmetryAI Terms and Conditions and should be read alongside that document. In case of conflict between this SLA and the Terms and Conditions, the Terms and Conditions prevail. This SLA does not create any rights or obligations for third parties.

We are committed to providing a reliable and performant platform. This document outlines our specific commitments, the metrics we use to measure our performance, and the remedies available to you if we fail to meet these commitments. We continuously invest in infrastructure, monitoring, and optimization to deliver the best possible experience.

Uptime Commitment

ToolmetryAI commits to maintaining at least 99.5% monthly uptime for all platform services, including the website, AI tool endpoints, authentication systems, and user dashboard. Uptime is calculated using the following formula: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100.

Downtime includes only periods where users cannot access core functionality due to issues within our direct control, such as application server failures, database outages, or configuration errors. Downtime does not include periods of reduced performance, partial functionality loss, or issues affecting only non-core features.

We continuously monitor platform availability using both internal monitoring tools and third-party uptime monitoring services. Our monitoring checks platform health at regular intervals (every 60 seconds) from multiple geographic locations. Current and historical uptime status is available at toolmetry.pro/tools. We aim to begin investigating any detected outage within 15 minutes of alert generation.

When an outage occurs, we work to restore service as quickly as possible using a structured incident response process. Critical outages receive priority attention, and our engineering team is available around the clock for emergency response. We post real-time updates during significant outages on our status page.

Performance Standards

Our performance targets are designed to ensure a responsive and productive user experience. These targets apply under normal operating conditions and may vary during periods of unusually high traffic, scheduled maintenance, or third-party service disruptions.

AI Tool Response Time: Less than 30 seconds from request submission to result delivery for standard AI generation tasks. This includes the time required to process your prompt through our AI providers (Google Gemini and OpenRouter) and return the generated output. Complex operations such as long-form document generation, multi-step analysis, or image processing with high-resolution inputs may exceed this target. Third-party AI provider latency is a significant factor in overall response time and is partially outside our direct control.

Page Load Time: Less than 3 seconds for standard pages with a broadband connection (10 Mbps or higher). This target applies to page rendering including HTML, CSS, JavaScript, and initial data loading. Pages with heavy dynamic content or large datasets may take longer to fully render.

API Response Time: Less than 5 seconds for standard API operations. Bulk operations, batch processing, and operations involving large data transfers may exceed this target. We recommend implementing appropriate timeout handling in applications that interact with our API.

We actively monitor these performance metrics and optimize our infrastructure, caching strategies, and AI provider integrations to maintain and improve performance over time.

Scheduled Maintenance

Regular maintenance is essential to keep the platform secure, performant, and up to date. We schedule maintenance during low-usage periods to minimize impact on users.

Standard Maintenance Window: Sundays from 2:00 AM to 6:00 AM IST (Indian Standard Time). During this window, some platform features may be temporarily unavailable. Maintenance windows are excluded from uptime calculations. Not every Sunday is used for maintenance — we only perform maintenance when necessary.

Notice Requirements: We provide at least 48 hours advance notice for standard maintenance through our status page and in-platform notifications. For extended maintenance that may require more than the standard 4-hour window, we provide 7 days advance notice.

Emergency Maintenance: In cases of critical security vulnerabilities, system failures, or other urgent issues, we may perform emergency maintenance without advance notice. Emergency maintenance that results in less than 60 minutes of downtime per month is excluded from uptime calculations. If emergency maintenance exceeds 60 minutes in a month, the excess downtime is counted toward the monthly uptime calculation.

We make every effort to minimize the duration and frequency of maintenance windows and to restore full service as quickly as possible. Post-maintenance, we verify all systems are operating correctly before declaring the maintenance complete.

Support Response Times

ToolmetryAI provides technical support with prioritized response times based on issue severity and subscription tier. Our support team is available during business hours (9 AM - 9 PM IST, Monday through Saturday) and can be reached at support@toolmetry.pro.

Critical (Platform Down): Premium response within 4 hours, Free tier response within 24 hours. This applies when the platform is completely unavailable or a core feature is non-functional.

High (Major Feature Broken): Premium response within 8 hours, Free tier response within 48 hours. This applies when a significant feature is not functioning and the platform is partially usable.

Medium (Minor Issue): Premium response within 24 hours, Free tier response within 72 hours. This applies to non-critical features with limited impact.

Low (General Inquiry): Premium response within 48 hours, Free tier response within 1 week. This covers questions, feature requests, or feedback.

Response time is measured from ticket submission to initial substantive response.

Service Credits

If monthly uptime falls below 99.5%, premium subscribers are eligible for service credits applied to the next billing cycle. Service credits are our sole and exclusive remedy for failure to meet the uptime commitment in this SLA.

Credit tiers: Monthly uptime of 99.0%–99.49% receives a 10% service credit. Monthly uptime of 95.0%–98.99% receives a 25% service credit. Monthly uptime below 95.0% receives a 50% service credit.

To claim a service credit, email support@toolmetry.pro within 30 days of the affected month with your account info and a description of the issue. We verify uptime data and apply credits within 2 billing cycles. Credits cannot be transferred, exchanged for cash, or applied to future subscriptions beyond the next billing cycle. Maximum credit is 50% of the monthly fee. Free-tier users are not eligible.

Monitoring & Observability

ToolmetryAI implements comprehensive monitoring across all platform layers to ensure reliability, performance, and security. Our monitoring strategy includes both automated systems and human review to detect and respond to issues quickly.

Infrastructure Monitoring: We continuously monitor server health, CPU usage, memory utilization, disk space, and network connectivity across our hosting infrastructure. Automated alerts are triggered when resource usage exceeds predefined thresholds, enabling our team to address potential issues before they impact users.

Application Monitoring: We track key application metrics including request rates, error rates, response times, and throughput. Our application monitoring covers all critical endpoints, including AI tool APIs, authentication services, and user-facing pages. Anomalous patterns — such as sudden increases in error rates or response times — trigger immediate investigation.

AI Provider Monitoring: Since our tools rely on third-party AI providers (Google Gemini and OpenRouter), we monitor the health and responsiveness of these integrations. When we detect issues with an AI provider, we may route requests to alternative providers or display notifications to users about degraded performance.

Security Monitoring: We monitor for security threats including unauthorized access attempts, DDoS attacks, and anomalous account activity. Security incidents are escalated immediately to our engineering team for investigation and remediation.

All monitoring data is retained for 90 days and used for trend analysis, capacity planning, and continuous improvement of our platform.

Incident Communication

When a significant service incident occurs, ToolmetryAI is committed to transparent and timely communication with affected users. Our incident communication process is designed to keep you informed and reduce uncertainty during outages or degraded performance.

Detection and Initial Response: Our monitoring systems detect most incidents within minutes of occurrence. Once detected, our engineering team begins investigation immediately. For critical incidents (complete platform outage), we aim to post an initial status update within 15 minutes of detection on our status page at toolmetry.pro/tools.

Ongoing Updates: During active incidents, we provide updates at least every 30 minutes for critical issues and every 60 minutes for non-critical issues. Updates include the current status of the incident, what we know about the cause, estimated time to resolution (when available), and any workarounds users can employ.

Resolution Notification: Once the incident is resolved and service is fully restored, we post a resolution notice on the status page. This notice includes a summary of the incident, its duration, the root cause (when determined), and any preventive measures we are implementing to avoid similar issues in the future.

Post-Incident Review: For major incidents, we conduct a post-incident review within 5 business days and may publish a summary on our status page. This review includes a detailed timeline, root cause analysis, and action items for improvement. We believe in learning from incidents to continuously improve our platform reliability.

Exclusions

SLA commitments do not apply to downtime or performance issues caused by factors outside our reasonable control. The following are specifically excluded from SLA calculations:

- Internet outages or user ISP failures that prevent access to the platform - Force majeure events including natural disasters, war, government actions, pandemics, civil unrest, or labor disputes - Third-party failures beyond our control, including AI provider outages (Google Gemini, OpenRouter), CDN failures, DNS provider outages, or payment processor disruptions - User-caused issues such as outdated browsers, incorrect API usage, misconfigured integrations, or misuse of platform features - DNS resolution failures outside our direct control - Scheduled maintenance performed with proper advance notice as described in this SLA - Emergency maintenance resulting in less than 60 minutes of downtime per calendar month - Beta, experimental, or preview features that are explicitly provided "as is" without SLA guarantees - Temporary performance degradation caused by rate limiting applied to accounts exceeding fair usage thresholds - Issues resulting from compliance with legal requirements, law enforcement requests, or court orders

When an excluded event causes or contributes to downtime, we will make commercially reasonable efforts to restore service as quickly as possible, but the resulting downtime will not count toward SLA uptime calculations or service credit eligibility.

User Responsibilities

To ensure the best experience and to support our ability to maintain SLA commitments, users have certain responsibilities when using ToolmetryAI. Failure to meet these responsibilities may impact the applicability of SLA guarantees.

- Use the platform reasonably and in compliance with our Terms and Conditions. Abusive usage patterns, such as automated scraping or excessive API calls, may trigger rate limiting that affects performance.

- Report issues promptly to our support team at support@toolmetry.pro. The sooner we know about a problem, the faster we can respond. Include sufficient detail in your reports, such as steps to reproduce the issue, expected vs. actual behavior, and any error messages received.

- Keep your contact information up to date so we can reach you regarding your account, support tickets, or important platform notifications.

- Maintain account security and report any suspected unauthorized access immediately. Security incidents caused by compromised accounts are not covered by this SLA.

- Use supported browsers and keep your browser updated to the latest version. We support the latest two major versions of Chrome, Firefox, Safari, and Edge. Issues arising from unsupported browsers are excluded from SLA commitments.

- Ensure your internet connection meets minimum requirements for using the platform. We recommend a broadband connection with at least 10 Mbps download speed for optimal performance.

- Avoid submitting prompts or inputs that are excessively large, malformed, or designed to stress-test the platform, as these may result in errors or timeouts that are not indicative of platform health.

Issues arising from user negligence, policy violations, or failure to meet these responsibilities are not covered by this SLA.