Legal

Service Level Agreement

Last Updated: July 4, 2026

This Service Level Agreement ("SLA") applies to customers on the Scale plan and is part of the Customer Terms of Service. Customers on other plans receive the same operational care but no contractual availability commitment.

1. Uptime Commitment

We will make the Platform API available with a Monthly Uptime Percentage of at least 99.9%.

"Monthly Uptime Percentage" = 100% − the percentage of minutes in a calendar month during which the Platform API had an Error Rate greater than 5%. "Error Rate" means the percentage of well-formed API requests that fail with a 5xx error or receive no response, as measured by our monitoring.

2. Exclusions

The uptime commitment does not cover unavailability caused by:

  • Scheduled maintenance announced at least 48 hours in advance (we target maintenance windows of low usage and less than 4 hours per month)
  • Emergency maintenance required to address a security vulnerability
  • Your applications, configurations, or exceeding plan quotas or rate limits
  • Suspension or pause actions taken under the Customer Terms or AUP
  • Third-party services outside our control, including model providers and payment processors (failures isolated to AI inference or payment execution do not count as Platform API unavailability)
  • Force majeure events
  • Beta or preview features (Beta Terms)

3. Service Credits

If we miss the commitment in a month, you are eligible for a credit against future invoices:

| Monthly Uptime Percentage | Credit (% of that month's fee) | |---|---| | Below 99.9% but at least 99.0% | 10% | | Below 99.0% but at least 95.0% | 25% | | Below 95.0% | 50% |

4. Claiming Credits

Submit claims to support@baasdrop.com within 30 days of the end of the affected month, with the dates and times of the unavailability you observed. We will verify against our monitoring, which is authoritative. Credits are applied to future invoices, are not refundable as cash, and do not accumulate beyond 50% of a month's fee.

5. Sole Remedy

Service credits are your sole and exclusive remedy for our failure to meet this SLA.

6. Changes

We may update this SLA with at least 30 days' notice; changes apply from your next billing period and will not materially reduce the commitment mid-term for annual plans.