Service Level Agreement
Uptime commitments + credits for paid plans. Free + trial plans carry no SLA.
Draft. Engineering draft pending counsel review. Applicable only once a paid plan has been purchased.
Last updated: 21 April 2026
Uptime targets
| Plan | Monthly uptime | Supported surfaces |
|---|---|---|
| Free / trial | No SLA (best-effort) | - |
| Pro | 99.5% | API, Workspace, proxies |
| Business | 99.9% | API, Workspace, proxies, MCP, connectors |
| Enterprise | 99.95% | All production surfaces |
What counts as downtime
Downtime is minutes when your paid surface returns 5xx responses or fails to respond within 30s, measured against our synthetic monitoring + the real request success rate.
Does NOT count as downtime: scheduled maintenance windows (at least 7 days’ notice), third-party provider outages where we correctly failed-over to a healthy upstream, issues caused by your misconfiguration, your exceeding rate limits.
Service credits
If we miss the monthly target, you can request a service credit within 30 days of the incident. Credits are a percentage of your plan’s monthly fee, applied to your next invoice:
- < 99.5% uptime: 10% credit
- < 99.0% uptime: 25% credit
- < 95.0% uptime: 50% credit
Credits are the sole remedy for SLA breaches. They are non- refundable in cash and carry no value on account closure.
Live status
Public status page at tokenone.io/status. Incidents are posted there with root cause + mitigation within 48h of resolution.
How to claim
Email sla-credits@tokenone.io within 30 days of the incident, citing the affected time window + your tenant id. We confirm eligibility + apply the credit within 14 days.
Questions: support@tokenone.io.