Service Level Agreement

1. Definitions

1.1 “Force Majeure” means any event beyond Hopscotch's reasonable control. That includes bugs or failures in our suppliers' software, firmware, or hardware; outages at model providers, hosting providers, or network carriers; natural disasters, fires, floods, storms, earthquakes, and epidemics; government acts, orders, or injunctions; and war, civil unrest, sabotage, labor strikes, and acts of terror.

1.2 “Scheduled Downtime” means the minutes in a calendar month when you cannot reach the SLA Service because of planned maintenance. We will give you reasonable notice of it.

1.3 “Total Monthly Time” means the minutes in a calendar month, minus Scheduled Downtime. For a partial month, availability is measured over the whole month.

1.4 “Unscheduled Downtime” means the minutes in a calendar month when you cannot reach the SLA Service because of a cause within Hopscotch's control, other than Scheduled Downtime. It does not include time when the SLA Service is unavailable because of:

• Your breach of this SLA or the Terms.
• Your equipment, software, or network, or their incompatibility with the SLA Service.
• Acts or omissions by you, your staff, agents, contractors, or vendors, or by anyone using your account or API keys.
• Your use of the SLA Service after we asked you to change how you use it, if you did not change it.
• The internet, or systemic internet failures.
• An outage, error, or capacity limit at a model provider.
• Failures of our hosting or other third-party providers.
• A Force Majeure.
• Scheduled Downtime.

1.5 “System Availability” means, for a calendar month, Total Monthly Time minus Unscheduled Downtime, divided by Total Monthly Time:

2. Service standard

We will take commercially reasonable steps to keep System Availability at or above 99.9% in every calendar month (the “Service Standard”). System Availability is measured each calendar month from our monitoring records.

3. Your responsibilities

You are responsible for your own networks, servers, and software. You must set up your systems as our docs describe so they can reach the SLA Service.

4. Remedy

4.1 Service credits. If the SLA Service misses the Service Standard in a month, you get a service credit: a share of your usage charges for that month, added to your Hopscotch balance.

4.2 Maximum service credits. Service credits for one calendar month will not exceed 40% of your usage charges for that month.

4.3 How to claim. Email us within 24 hours of the Unscheduled Downtime. Include its date and time, a description of the incident, how long it lasted, and your evidence. If you do not ask within that time, we have no obligation to issue the credit.