Service Level Agreement
SolaceSentry
1. Overview
This Service Level Agreement ("SLA") is entered into between Detailed In Design LLC, an Indiana Limited Liability Company ("Provider," "we," "us," or "our"), and the customer ("Customer," "you," or "your") subscribing to the SolaceSentry service ("Service").
This SLA describes the service levels, uptime commitments, support response times, and remedies applicable to each service tier offered by the Provider. This SLA forms part of and is subject to the terms of your Master Services Agreement or Terms of Service with the Provider.
This SLA applies to all service tiers: Shared Inference, Dedicated Domain, and Enterprise Security. The specific commitments, support levels, and credit eligibility vary by tier as described in the sections below.
2. Definitions
"Uptime"
The Service is considered "up" when the /v1/health
endpoint returns an HTTP 200 status code within 5 seconds from our designated monitoring locations.
"Downtime"
Any period of five (5) or more consecutive minutes during which the health check endpoint fails to return HTTP 200 within the 5-second threshold. Intermittent failures lasting less than 5 consecutive minutes are not considered Downtime.
"Monthly Uptime Percentage"
Calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100.
Scheduled Maintenance periods are excluded from total minutes when calculating this percentage.
"Scheduled Maintenance"
Pre-announced maintenance performed during the designated maintenance window. Scheduled Maintenance is not counted as Downtime for the purposes of uptime calculation.
"Emergency Maintenance"
Unplanned maintenance required to address critical security vulnerabilities or infrastructure failures. Emergency Maintenance is counted as Downtime only if it exceeds thirty (30) minutes in duration.
"Service Credit"
A credit, expressed as a percentage of the Customer's monthly base fee, applied to a future billing cycle as a remedy for the Provider's failure to meet the uptime commitment. Service Credits are available only for the Dedicated Domain and Enterprise Security tiers.
3. Service Tiers
SolaceSentry is offered in three service tiers. Each tier provides different levels of uptime commitment, support, and infrastructure isolation. The following subsections detail the commitments for each tier.
D 3.2 Dedicated Domain
| Pricing | $2.00 per 1M tokens + $2,500/month base fee |
| Uptime Commitment | 99.9% monthly |
| Max Monthly Downtime | Approximately 43 minutes |
| Support | Email (4-hour response) + dedicated Slack channel |
| Maintenance Window | Sundays 2:00 AM - 4:00 AM ET (not counted against uptime) |
| SLA Credits | Yes (see Service Credits) |
E 3.3 Enterprise Security
| Pricing | $1.50 per 1M tokens + $5,500/month base fee |
| Uptime Commitment | 99.9% monthly |
| Max Monthly Downtime | Approximately 43 minutes |
| Support | Dedicated engineer + Email (1-hour P1 response) + dedicated Slack channel |
| Maintenance Window | Sundays 2:00 AM - 4:00 AM ET (not counted against uptime) |
| SLA Credits | Yes (see Service Credits) |
| Infrastructure | High-availability database with automatic failover (<30s RTO) |
4. Service Credits
Service Credits are available exclusively to customers on the Dedicated Domain and Enterprise Security tiers. If the Provider fails to meet the 99.9% monthly uptime commitment, the Customer is eligible for Service Credits as outlined in the schedule below.
| Monthly Uptime Percentage | Service Credit (% of monthly base fee) |
|---|---|
| 99.0% - < 99.9% | 10% |
| 95.0% - < 99.0% | 25% |
| 90.0% - < 95.0% | 50% |
| Below 90.0% | 100% |
Maximum Credit: The maximum Service Credit for any single calendar month shall not exceed 100% of the Customer's monthly base fee for that month.
Usage Charges Excluded: Service Credits apply only to the monthly base fee. Per-token usage charges are not eligible for Service Credits.
Sole Remedy: Service Credits are the Customer's sole and exclusive remedy for the Provider's failure to meet the uptime commitment set forth in this SLA.
5. Performance Targets
The following performance targets are provided for informational purposes and represent our operational goals. These targets are not SLA-backed and do not give rise to Service Credits if not met.
| Metric | Target |
|---|---|
| API Latency - Inference (P95) | < 100ms |
| API Latency - Observations (P95) | < 50ms |
| API Latency - Inference (P99) | < 500ms |
| Crisis Detection (P99) | < 0.17ms |
Performance targets may vary based on payload complexity, the number of active safety domains, and the Customer's service tier. Dedicated Domain and Enterprise Security tiers generally achieve lower latencies due to dedicated infrastructure resources.
6. Incident Priority Levels
Incidents are classified into four priority levels. Response times vary by service tier.
| Priority | Description | Enterprise Response | Dedicated Response |
|---|---|---|---|
| P1 - Critical | Service completely unavailable | 15 minutes | 1 hour |
| P2 - Major | Significant degradation, >50% requests affected | 1 hour | 4 hours |
| P3 - Minor | Partial degradation, <10% requests affected | 4 hours | 8 hours |
| P4 - Low | Cosmetic issues, documentation errors | 1 business day | 2 business days |
Shared Inference tier: Support requests are handled via email on a best-effort basis with a 24-hour response target. Priority-based response times apply only to the Dedicated Domain and Enterprise Security tiers.
7. Incident Communication
The Provider commits to the following communication cadence during active incidents for Dedicated Domain and Enterprise Security customers.
- Status page update within 15 minutes of incident detection
- Email notification to affected customers every 30 minutes until resolution
- Post-incident report (root cause analysis) within 48 hours
- Status page update within 1 hour of incident detection
- Email notification to affected customers every 2 hours until resolution
- Email acknowledgment within the applicable response time
- Updates provided as progress is made toward resolution
8. Exclusions
The uptime commitments and Service Credits described in this SLA do not apply to any downtime, suspension, or termination of the Service that results from the following:
Customer-Caused Issues: Downtime resulting from the Customer's code, applications, configurations, equipment, or any actions taken by the Customer or its authorized users.
Force Majeure: Events beyond the reasonable control of the Provider, including but not limited to natural disasters, acts of war, terrorism, pandemics, government actions, or other events of force majeure.
Internet Routing: Failures or degradation in internet connectivity, DNS resolution, or network routing outside the Provider's infrastructure and control.
DDoS Attacks: Distributed denial-of-service attacks exceeding 10 Gbps of sustained traffic directed at the Provider's infrastructure.
Scheduled Maintenance: Pre-announced maintenance performed during the designated maintenance window for the Customer's service tier.
Account Suspension: Suspension or termination of the Customer's account due to the Customer's breach of the Terms of Service, non-payment, or violation of applicable law.
9. Credit Request Process
Customers on the Dedicated Domain or Enterprise Security tier may request Service Credits by following the process outlined below.
Submit Request Within 30 Days
The Customer must submit a Service Credit request within thirty (30) calendar days of the downtime event. Requests submitted after this period will not be considered.
Submit via Email
Send your request to support@solacesentry.com with the following information:
- Date and time of the incident (including timezone)
- Duration of the downtime experienced
- Affected services and/or project identifiers
- Description of the impact on your operations
Validation
The Provider will validate the request against internal monitoring data within ten (10) business days of receipt. The Provider's monitoring data shall be the authoritative source for uptime calculations.
Credit Application
Approved Service Credits will be applied to the Customer's next billing cycle. Credits are automatically reflected on the invoice.
Non-Transferable: Service Credits are non-transferable between accounts, projects, or billing entities and have no cash value.
Good Standing Required: The Customer must be in good standing (no overdue payments or unresolved breaches) at the time of the credit request and at the time the credit is applied. Customers with overdue invoices are not eligible for Service Credits until all outstanding balances are resolved.
10. Modifications
The Provider reserves the right to modify this SLA at any time. Any modifications will be subject to the following conditions:
The Provider will provide at least thirty (30) days' prior written notice of any material changes to this SLA. Notice will be delivered via email to the Customer's account contact and posted on the SolaceSentry website.
Changes do not apply retroactively. Any downtime that occurred prior to the effective date of an SLA modification will be governed by the version of the SLA in effect at the time of the downtime event.
Continued use of the Service after the effective date of a modification constitutes acceptance of the modified SLA.
11. Governing Law
This Service Level Agreement shall be governed by and construed in accordance with the laws of the State of Indiana, United States of America, without regard to its conflict of law provisions.
Any disputes arising under or in connection with this SLA shall be subject to the exclusive jurisdiction of the state and federal courts located in the State of Indiana. The parties agree to submit to the personal jurisdiction of such courts.
Questions About This SLA?
If you have questions about this Service Level Agreement or need clarification on any terms, please contact us:
support@solacesentry.com
Detailed In Design LLC
An Indiana Limited Liability Company
This Service Level Agreement is effective as of January 1, 2026 and supersedes all prior versions.
SolaceSentry is a service of Detailed In Design LLC, an Indiana Limited Liability Company.