Service Level Agreement
Last updated August 3, 2026
This Service Level Agreement ("SLA") applies to Business Customers of airays. It is incorporated into the Business Supplement and defines the availability commitments airays makes for the Business tier, and the service credits available if we fail to meet those commitments.
This SLA does not apply to Free or Pro subscribers, for whom the service is provided "as is" per the consumer Terms of Service.
1. Availability commitment
airays commits to a Monthly Uptime Percentage of at least 99.9% for the core Business tier services:
- Peer chat (messaging, group chat)
- Peer voice/video calls (call setup and connection; call quality is best-effort and depends on participants' networks)
- Assistant chat (LLM inference via API)
- Business admin dashboard
- Authentication (sign-in flow)
99.9% availability = up to approximately 43 minutes of downtime per calendar month, or approximately 8.76 hours per calendar year.
Best-effort (not covered by SLA):
- AI image, video, voice generation — depends on third-party providers (Replicate, ElevenLabs, OpenAI)
- Real-time voice agent — depends on OpenAI Realtime API availability
- Live captioning — depends on Deepgram availability
- Connectors — depends on the external service (Slack, Gmail, Twilio, WhatsApp)
- Cloudflare edge-network availability outside airays's control
2. Definitions
- "Monthly Uptime Percentage" = 100% × (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month.
- "Downtime Minutes" = minutes during which the core Business tier services (Section 1) return HTTP 5xx errors, are otherwise unreachable, or fail to complete requests within reasonable timeouts, as measured by airays's monitoring system.
- "Excluded Downtime" = downtime caused by: (a) scheduled maintenance announced at least 48 hours in advance; (b) events beyond airays's reasonable control (force majeure per ToS Section 16); (c) failures of Business Customer's own equipment or network; (d) Business Customer's misuse of the service in violation of the ToS or AUP; (e) third-party attacks that airays could not have reasonably prevented; (f) failures of best-effort services (Section 1); (g) Business Customer's failure to follow airays's documented reasonable-use guidance.
- "Service Credit" = a credit applied to the Business Customer's next invoice.
3. Service credits
If airays fails to meet the 99.9% Monthly Uptime Percentage in a given calendar month, the Business Customer is entitled to Service Credits per the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of monthly subscription fee for affected Seats |
| < 99.0% and ≥ 95.0% | 25% of monthly subscription fee for affected Seats |
| < 95.0% | 50% of monthly subscription fee for affected Seats |
Service Credits are the Business Customer's sole and exclusive remedy for airays's failure to meet the availability commitment. Service Credits are not refundable in cash and expire on termination.
4. Claim process
To request Service Credits, the Business Customer must submit a written claim to sla@airays.ai within 60 days of the end of the calendar month in which the SLA failure occurred. The claim must include:
- The calendar month at issue
- Dates and approximate times of the observed downtime
- Description of the impact (features affected, End Users affected)
- Any logs or evidence the Business Customer can provide
airays will validate the claim against its monitoring data and respond within 30 days. Approved Service Credits will be applied to the next invoice.
5. Status page
airays publishes real-time and historical availability data at status.airays.ai (planned; live shortly after Business tier launch). The status page is the authoritative record of airays-side incidents for SLA measurement purposes.
6. Scheduled maintenance
airays performs scheduled maintenance during low-traffic windows (typically Saturday 02:00-06:00 UTC). Scheduled maintenance longer than 15 minutes is announced at least 48 hours in advance via email to Administrators and the status page. Scheduled maintenance within these parameters is Excluded Downtime.
7. Support response times
In addition to availability, Business Customers receive the following support-response commitments:
| Severity | Description | First response target |
|---|---|---|
| P1 — Critical | Service is down or majority of End Users are unable to use the core Business services | 1 hour, 24/7 |
| P2 — High | Significant impairment; some End Users or features affected | 4 hours, business days |
| P3 — Normal | Minor impairment; workaround available | 1 business day |
| P4 — Low | Question or feature request | 3 business days |
Business Customers may submit support requests to business@airays.ai or through the Business admin dashboard.
8. Enterprise custom terms
Enterprise customers with signed order forms may have customized SLA terms (higher uptime targets, different severity definitions, dedicated support channels). Where a signed order form and this SLA conflict for an enterprise customer, the order form prevails.
9. Changes
airays may update this SLA from time to time. Material changes that reduce commitments will be notified to Business Customers at least 90 days in advance and will not affect the current subscription term without the Business Customer's consent.