Service Level Agreement (SLA)
High-performance, pure-compute microservices engineered for 99.9% edge availability with contractual invoice credits.
1. Covered Service Tiers
This Service Level Agreement (“SLA”) governs the availability of Stanza Developer Micro-APIs and applies exclusively to paying subscribers on the Ultra ($49–$79/mo) and Mega ($149–$249/mo) production tiers.
2. Monthly Uptime Commitment & Calculation
We guarantee a Monthly Uptime Percentage of at least 99.9% during each billing cycle (allowing less than 43.8 minutes of total unplanned edge downtime per calendar month).
3. Service Credits (Sole & Exclusive Remedy)
If our edge network fails to meet the 99.9% availability commitment in any calendar month, you are eligible to receive a pro-rated Service Credit applied directly to your next Stripe billing invoice:
| MONTHLY UPTIME PERCENTAGE | SERVICE CREDIT APPLIED |
|---|---|
| 99.0% to < 99.9% | 10% of monthly fee |
| 95.0% to < 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
*Service Credits are non-refundable, non-transferable, cannot be redeemed for cash, and are capped at 100% of the total monthly subscription amount paid for the affected period.
4. Exclusions
The SLA guarantee and service credit remedies do not apply to downtime resulting from:
- Scheduled maintenance announced at least 24 hours in advance.
- Client-side errors, including invalid API keys, invalid request syntax (HTTP 400), or rate limit / payload size exceedances (HTTP 413/429).
- Upstream internet transit, DNS, or client ISP outages occurring outside Cloudflare edge network infrastructure.
- Force majeure events beyond reasonable commercial control.
5. How to Claim a Credit
To request a service credit, send an email to support@stanzaapi.com within thirty (30) days of the affected calendar month. Please include:
- Your Customer ID or associated Stripe subscription email.
- Date, time (UTC), and duration of the observed downtime.
- Sample traceroute or HTTP failure logs.
Approved credits will be applied directly to your Stripe customer balance within three (3) business days.