ENTERPRISE SLA SPECIFICATION — CDX-SLA-2026-V1
Service Level Agreement
Enterprise Service Level Commitments & Availability Guarantees
Last Updated: September 7, 2026 | Effective Date: September 7, 2026
🏢 99.99% Sovereign Availability Guarantee:
Cantor Labs guarantees up to 99.99% monthly system uptime for Business and Enterprise Sovereign customers. In the event of a verified availability shortfall, eligible customers receive automatic contractual service credits.
Cantor Labs guarantees up to 99.99% monthly system uptime for Business and Enterprise Sovereign customers. In the event of a verified availability shortfall, eligible customers receive automatic contractual service credits.
1. Monthly Uptime Percentage Measurement
Monthly uptime percentage is calculated according to the following canonical formula:
Monthly Uptime (%) = [(Total Monthly Minutes - Outage Minutes) / Total Monthly Minutes] × 100
| Plan Tier | Target Uptime | Max Permissible Downtime (Monthly) | Support Response SLA |
|---|---|---|---|
| Developer Free | 99.0% | ~7.2 hours | Community Forum Support |
| Team ($499/mo) | 99.5% | ~3.6 hours | 24-Hour Email Response SLA |
| Business ($1,499/mo) | 99.9% | ~43.2 minutes | 4-Hour Priority Response SLA (4h SLA) |
| Enterprise Sovereign | 99.99% | ~4.3 minutes | 15-Minute Dedicated Hotline for P1 Incidents |
2. Service Credit Schedule & Claim Rules
If monthly uptime falls below the target commitment, Customer is entitled to the following Service Credits applied against the subsequent billing cycle:
| Actual Monthly Availability | Service Credit Percentage |
|---|---|
| < 99.9% to ≥ 99.0% | 10% of actual monthly fee |
| < 99.0% to ≥ 95.0% | 25% of actual monthly fee |
| < 95.0% | 50% (Maximum Monthly Cap) of actual monthly fee |
⚠️ Mandatory Service Credit Claim Requirements:
1. Claim Window: Customer must submit a formal written claim with incident timestamps and telemetry logs to sla@cdxengine.com within thirty (30) calendar days following the end of the month in which the incident occurred. Failure to submit within 30 days constitutes a waiver of claim.
2. Offset Only: Service credits apply solely against future billing cycles and are non-refundable in cash and non-transferable.
3. Liability Cap: Cumulative service credits for any single month shall not exceed 50% of the monthly fee paid for that month.
1. Claim Window: Customer must submit a formal written claim with incident timestamps and telemetry logs to sla@cdxengine.com within thirty (30) calendar days following the end of the month in which the incident occurred. Failure to submit within 30 days constitutes a waiver of claim.
2. Offset Only: Service credits apply solely against future billing cycles and are non-refundable in cash and non-transferable.
3. Liability Cap: Cumulative service credits for any single month shall not exceed 50% of the monthly fee paid for that month.
3. Incident Severity Levels & Target Response Times
| Severity | Definition | Initial Response Window |
|---|---|---|
| P1 (Critical) | Complete production multi-agent cluster outage affecting critical business operations | ≤ 15 minutes (Enterprise Sovereign) / ≤ 4 hours (Business) |
| P2 (Major) | Significant degradation in payload slimming throughput or partial proxy unavailability | ≤ 1 hour (Enterprise) / ≤ 8 hours (Business) |
| P3 (Moderate) | Non-critical operational issues or minor feature anomalies with standard workaround | ≤ 8 hours (Enterprise) / ≤ 24 hours (Team/Business) |
| P4 (Minor) | General technical inquiries, documentation questions, or enhancement requests | ≤ 24 hours |
4. Exclusions from Downtime Calculations
Downtime excludes any unavailability resulting from:
- Outages, rate limiting, or API deprecations by upstream third-party LLM providers (OpenAI, Anthropic, Google, etc.).
- Customer self-hosted infrastructure crashes (e.g., vLLM or Ollama out-of-memory errors).
- Customer private VPC, firewall, DNS, or network routing misconfigurations.
- Scheduled maintenance announced at least 72 hours in advance.
- Force Majeure events, internet backbone disruptions, or DDoS attacks.