expert.ai Natural Language API Service Level Agreement
The below terms govern the service levels applying to the expert.ai Natural Language API Service that expert.ai has agreed to provide to Customer under the Special Conditions of Service, its Annexes and the General Terms of Service.
Current limits for the expert.ai Natural Language API are as follows:
Maximum API request size: 10kB
During the Contract term, expert.ai guarantees, with reasonable efforts, a Service availability uptime between 8am and 10pm CET (5pm EST) of 99.5% on a monthly basis. No availability uptime is guaranteed by expert.ai outside the above
Should expert.ai fail to meet the above availability threshold, while Customer meets his obligations under the SCS, Customer will be eligible to receive financial credits described below, as a sole and exclusive remedy.
Financial credits shall be calculated as in the table below on the basis of the observed downtime of the service, calculated as the number of full minutes during which more than 5% of valid API requests (each of such request not exceeding 10kB) are answered with an HTTP Status 500, divided by the number of minutes in a month. Periods of less than a minute as well as any request exceeding 10kB shall not be included in the observed downtime.
|Monthly downtime||Percentage of monthly bill applied as credit|
|Less than 1%||10%|
|Between 1% and 5%||20%|
|More than 5%||50%|
Total financial credits shall in any case not exceed 50% of the amount due by the Customer for the applicable month. Financial credits will be made in the form of monetary credits applied to future use of the Service and must be applied within 60 days after the credits were attributed.
In order to receive financial credits, Customer must notify expert.ai by email at firstname.lastname@example.org within 30 days from the time of the observed downtime and provide date and time such errors occurred.
The SLA does not apply to (i) features designated as Beta in the associated documentation, or to (ii) the API Free Tier, or to (iii) errors caused by factors outside of expert.ai's reasonable control, including but not limited to failures arising from third party systems (such as connectivity services, hosting services or software), failures arising from Customer's software, hardware, or other systems, failures arising from behaviors violating the GTS or SCS, or arising from Customer's use of the Service in a manner that is inconsistent with the documentation, or by quotas being applied by the API Service. in a manner that is inconsistent with the documentation, or by quotas being applied by the API Service.