Service Level Agreement

Version 1.0·Last Updated: February 22, 2026

This Service Level Agreement ("SLA") describes the service levels we commit to for the LukeAPIplatform ("the Service"). This SLA is incorporated by reference into our Terms of Service. Capitalized terms used but not defined here have the meanings given in the Terms of Service.

1. Scope

This SLA applies to the LukeAPI platform services we operate directly, including:

• Website and marketplace (discovery, browsing, search, compare, bundles, collections)
• Authentication and account management
• API gateway and routing (for APIs proxied through our platform)
• Billing and subscription management; Stripe Connect integration
• Developer and provider dashboards, documentation, and API keys
• Playground and AI-powered code generation (availability of underlying AI services is subject to third-party provider SLAs)
• Webhook delivery and notification services (email, in-app)
• Support ticket system and status page

2. Platform Availability

We target 99.9% monthly uptime for the core platform services described in Scope above. "Uptime" means the percentage of time during a calendar month when the Service is operational and responding to requests, excluding Planned Maintenance and Exclusions.

Downtime is measured from our monitoring systems. An outage is counted when our systems return 5xx errors or fail to respond for more than 60 consecutive seconds for a given service component. Partial degradation (e.g., slower response times) may be considered "degraded" but not necessarily "downtime" unless it prevents core functionality.

3. Planned Maintenance

We may perform planned maintenance to improve security, performance, or features. Planned maintenance will:

• Be scheduled during low-traffic windows where practicable (e.g., weekends or early morning UTC)
• Be announced at least 48 hours in advance via our Status Page and, for Enterprise customers, via email
• Typically last no more than 4 hours
• Be excluded from uptime calculations

Emergency maintenance (e.g., critical security patches) may be performed with shorter notice when necessary to protect the Service. We will post updates on the Status Page as soon as practicable.

4. Exclusions

Downtime and performance issues are excluded from SLA calculations when caused by:

• Third-party APIs: Failure or degradation of APIs listed on the marketplace, operated by API providers
• Third-party services: Outages or issues with Stripe, Supabase, Vercel, or other sub-processors outside our control
• Force majeure: Acts of God, war, terrorism, pandemics, natural disasters, government actions, or other events beyond our reasonable control
• Your actions: Misuse, abuse, violation of our Terms or AUP, or your failure to implement recommended configurations
• Your environment: Your network, DNS, firewall, or local configuration issues
• Planned maintenance: Maintenance announced in accordance with Section 3
• Billing suspension: Service suspended due to non-payment or fraud

5. Service Credits

If we fail to meet the 99.9% uptime commitment in a calendar month, eligible paid customers may request a service credit. Credits are calculated as a percentage of your monthly fee for the affected month:

How to claim: Submit a claim within 30 days of the end of the affected month. Include your account email and a brief description of the outage you experienced. We will verify against our monitoring data and respond within 30 days.

Limitations: Service credits are your sole remedy for SLA failures. Credits may not be exchanged for cash. Maximum credit per month is 50% of that month's fee. Free tier and trial accounts are not eligible for service credits.

6. Performance Metrics

In addition to availability, we monitor and target the following performance metrics:

• API gateway response time: P95 latency under 500ms for proxied API requests (excluding third-party API response time)
• Dashboard load time: Time to interactive under 3 seconds for the developer dashboard on typical connections
• Authentication: Login and session operations under 2 seconds

These targets are best-effort and are not covered by service credits. We use them internally to drive improvements.

7. Monitoring and Status

We operate a public Status Page that shows the current health of our platform services. The Status Page is updated automatically and, during incidents, manually with incident details and remediation progress.

We monitor our infrastructure 24/7 and have defined incident response procedures. For critical outages, we aim to begin remediation within 15 minutes of detection and to communicate status updates at least every 4 hours until resolution.

8. Enterprise SLA

Enterprise customers may negotiate custom SLAs including:

• Higher uptime commitments (e.g., 99.95% or 99.99%)
• Custom service credit percentages
• Dedicated support and incident escalation
• Extended maintenance windows with advanced notice

Contact sales for Enterprise SLA terms.

9. Contact

By using LukeAPI, you acknowledge that you have read and understood this Service Level Agreement.