Service Level Agreement

routed.sh is committed to providing a highly available AI inference routing service. Our Service Level Agreement defines the uptime commitments for each subscription plan. Uptime is calculated as the percentage of time during a calendar month that the Service is operational and accessible, measured from our routing layer. Because we aggregate capacity from multiple infrastructure providers, our effective uptime is higher than any single provider can offer.

Uptime is measured from our routing layer on a monthly basis. A minute is counted as downtime if: - The routing layer is unable to accept and process API requests - All available infrastructure providers for a requested model are simultaneously unavailable - The routing layer returns a 5xx error rate exceeding 5% for a sustained period of 5 minutes or more The following are explicitly excluded from uptime calculations: - Scheduled maintenance windows (communicated at least 72 hours in advance) - Issues caused by your own code, configuration, or network - Force majeure events (natural disasters, war, government actions) - Issues with individual upstream providers when alternative providers are available (this is handled by our automatic failover) - DNS propagation delays - Issues resulting from your use of the Service in violation of our Terms

If the Service's actual uptime for a calendar month falls below the committed target for your plan, you are entitled to service credits as follows: Credit Amount: 10 times the duration of the downtime, applied as a credit to your next billing cycle. For example, if your plan commits to 99.99% uptime and the Service experiences 30 minutes of downtime in a month, you would receive 300 minutes (5 hours) worth of service credit. Maximum Credit: Service credits are capped at 100% of your monthly subscription fee for the affected month. Credits must be claimed within 30 calendar days of the end of the month in which the downtime occurred by emailing sla@routed.sh with your account ID, the affected time period, and a description of the issue.

To claim SLA credits, send an email to sla@routed.sh within 30 days of the end of the affected month. Include: - Your account ID or registered email address - The date(s) and time(s) of the downtime - A description of the impact on your service - Any relevant logs or error responses We will investigate the claim and respond within 5 business days. Approved credits will be applied to your next billing cycle.

This SLA does not apply to: - Free tier or trial accounts - Service disruptions caused by factors outside our reasonable control - Downtime during scheduled maintenance windows - Issues caused by your use of beta or experimental features - Degradation of individual upstream providers when failover was available and functioning - Any period where you are in violation of our Terms of Service