Service Level Agreement
Performance, uptime, and support commitments across the ToolmetryAI ecosystem.
Quick Summary
Key takeaways from our SLA at a glance.
99.5% Uptime
Monthly uptime commitment with continuous monitoring and a public status page.
Performance Targets
AI < 30s, page loads < 3s, API < 5s — actively monitored and optimized.
Tiered Support
Premium: 4h critical response. Free: 24h. Business hours IST.
Service Credits
Premium subscribers get 10-50% credits if uptime drops below 99.5%.
Maintenance Windows
Sundays 2-6 AM IST with 48h notice. Emergency excluded if under 60 min/month.
Exclusions Apply
Third-party outages, force majeure, user issues, DNS failures, and beta features.
Overview
This Service Level Agreement ("SLA") defines the performance, availability, and support commitments ToolmetryAI makes to users. Enhanced commitments and service credits are available exclusively to premium subscribers.
This SLA supplements the ToolmetryAI Terms and Conditions. In case of conflict, the Terms and Conditions prevail.
Uptime Commitment
ToolmetryAI commits to at least 99.5% monthly uptime for all platform services. Uptime is calculated as: (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. We continuously monitor availability and provide status at toolmetry.vercel.app/tools.
Performance Standards
Our performance targets under normal operating conditions:
AI Tool Response Time: Less than 30 seconds from request to result delivery. May vary for complex operations or due to third-party AI provider performance.
Page Load Time: Less than 3 seconds for standard pages with a broadband connection. May vary by location and browser.
API Response Time: Less than 5 seconds for standard API operations. Bulk operations may exceed this target.
Scheduled Maintenance
Standard maintenance window: Sundays 2:00 AM - 6:00 AM IST. Platform features may be temporarily unavailable during maintenance. Maintenance windows are excluded from uptime calculations.
We provide at least 48 hours advance notice for standard maintenance and 7 days for extended maintenance. Emergency maintenance may occur without notice for critical security or outage issues, and is excluded from uptime if under 60 minutes per month.
Support Response Times
Support response times are based on issue severity and subscription tier.
Response time is measured from ticket submission to initial substantive response. Support hours: 9 AM - 9 PM IST, Monday-Saturday.
Service Credits
Premium subscribers receive service credits when monthly uptime falls below 99.5%.
Exclusions
SLA commitments do not apply to downtime or issues caused by:
- Internet outages or user ISP failures - Force majeure events (natural disasters, war, government actions, pandemics) - Third-party failures (AI providers, CDN, DNS) - User-caused issues (outdated browsers, incorrect API usage, misuse) - DNS resolution failures outside our control - Scheduled maintenance with proper notice - Emergency maintenance under 60 minutes per month - Beta or experimental features provided "as is"
User Responsibilities
To ensure the best experience, users must:
- Use the platform reasonably and in compliance with our Terms - Report issues promptly to our support team - Keep contact information up to date - Maintain account security and report unauthorized access
Issues arising from user negligence or policy violations are not covered by this SLA.
Frequently Asked Questions
Common questions about SLA, uptime guarantees, and support.
Last Updated: January 2026