Service Level Agreement
This SLA describes availability targets for paid PrivateHost Agent subscriptions and applies only to paid plans unless a separate written agreement states otherwise. Trial Agents are explicitly excluded and provided on a best-effort basis.
Last updated: May 16, 2026
1. Scope
Paid subscriptions are hosted on dedicated cloud infrastructure designed for consistent availability. This SLA covers the availability of your Agent's container and its associated network ingress. It does not cover availability of third-party AI provider APIs (Anthropic, OpenAI), third-party messaging channels (Telegram, WhatsApp), or third-party services your Agent accesses.
2. Availability target
We target 99.5% monthly uptime for paid production Agents, measured as the percentage of minutes in a calendar month during which your Agent's container is running and reachable via its assigned subdomain, excluding the events listed in Section 3.
3. Exclusions
Downtime does not count toward SLA calculations if caused by: scheduled maintenance communicated at least 24 hours in advance; your actions, misconfigurations, or policy violations; failures of your AI provider or other third-party services; failures of Cloudflare, Telegram, or other infrastructure outside our control; force majeure events; suspension or termination of your account under our policies; or issues arising from your Agent's own processes consuming excessive resources.
4. Service credits
If verified paid-service uptime in a calendar month falls below the availability target, you may request a service credit: 99.0%–99.49%: 5% of that month's fee; 95.0%–98.99%: 10%; below 95.0%: 25%. Credits are capped at one month's subscription fee for the affected Agent and applied to future billing. To claim, email [email protected] within 30 days of the end of the affected calendar month with your account details and a description of the downtime experienced.
5. Sole remedy
Service credits under this SLA are your exclusive financial remedy for Service unavailability. Uptown4's liability for downtime is expressly limited to the credit amounts above. This SLA may be updated over time; material changes will be communicated at least 14 days before taking effect.