Disclaimer: this is a draft generated for MVP launch. Founder will replace with lawyer-reviewed version before any commercial scale.
1. Service Commitment
The Service is provided on a best-effort basis. During the MVP phase, the Operator does not guarantee a contractual uptime percentage and does not offer service credits. This SLA describes operational expectations and communication practices only.
2. Operational Targets (Non-Binding)
| Metric | Target |
|---|---|
| Monthly availability | ≥ 99.0% (target) |
| p50 API latency | < 80 ms (cached path) |
| p99 API latency | < 800 ms |
| Incident ack time | < 2 hours, business hrs |
These numbers are aspirational benchmarks the Operator monitors internally; they are not enforceable commitments.
3. Scheduled Maintenance
- Maintenance window: Sundays, 04:00 – 06:00 UTC.
- Maintenance during this window may produce brief interruptions and is not counted against availability targets.
- The Operator may perform unannounced maintenance for security-critical fixes.
4. Status & Reporting
- Status page:
https://status.mi-kernel2026.xyz(placeholder — provisioning in progress). - The status page will show component-level status (API, billing, dashboard) and any open incidents.
5. Incident Communication
For any incident affecting more than 10% of API traffic or lasting more than 15 minutes:
- an entry is created on the status page within 30 minutes of detection;
- registered Customers receive an email to the account address;
- a post-incident note is published within 5 business days for any incident lasting > 1 hour.
6. Exclusions
The targets in Section 2 exclude downtime caused by:
- third-party providers (Stripe, Cloudflare, Hetzner, upstream LLM providers);
- DDoS attacks or other malicious traffic;
- Customer-side misconfiguration or abuse of rate limits;
- force majeure events.
7. Support Channels
- General support:
support@Samurai.xyz - Security disclosures:
security@Samurai.xyz - Response target: 1 business day for general, 4 hours for security.
8. Changes
The Operator may revise this SLA Summary by posting an updated version at this URL with 30 days' notice to registered Customers.