Service Level
Agreement
Uptime commitments, performance targets, support commitments, service credits, and maintenance policy — everything in one place.
1. Overview
This Service Level Agreement ("SLA") is between CloakAPI ("Provider") and the customer entity that has agreed to the CloakAPI Terms of Service ("Customer"). It applies only to the CloakAPI developer platform: the API gateway, the portal and chat at app.cloakapi.io, and associated platform services. It does not set uptime, credits, or support commitments for first-party end-user applications (cloak-cv, cloak-write, cloakup, and the other consumer applications). Those products publish their own commercial terms. This SLA supplements the Terms of Service and is incorporated by reference.
Products this document covers (the CloakAPI platform).
The REST API at api.cloakapi.io; official client SDKs (Go, Java, .NET, PHP, Ruby, Python, Rust);
the local MCP server (Model Context Protocol); the local proxy (cloak-proxy);
the desktop application for Windows; the browser extension for Chrome;
and the web chat and developer portal at app.cloakapi.io.
Chat and portal are offered principally as a developer console. Individuals may use them.
Usage on those surfaces is billed against the customer's CloakAPI prepaid balance at the
platform markup rates published at cloakapi.io/pricing
(15 % pooled keys, 5 % BYOK, 5 % complete-local), not as a separate consumer subscription.
Products this document does not cover.
The first-party end-user applications published under their own names and hostnames —
including cloak-cv, cloak-write, cloak-convert, cloak-docs, cloak-meet, cloak-post,
cloak-scan, cloak-sheets, cloak-translate, cloak-redact, and cloakup —
are separate products. Each has its own price, published on that application's
/pricing page. Those prices are not the platform SLA and are not interchangeable.
Where an application relays through the platform, that relay is processed under this
document in CloakAPI's capacity as platform operator; the application's end user is not
the platform Controller unless they also hold a CloakAPI developer account.
See Consumer application terms.
2. Uptime Commitment
During the beta, CloakAPI does not offer a service level agreement. The uptime and latency figures below describe how availability is defined and measured, and they are published at api.cloakapi.io/slo over a rolling 30-day window. They are not commitments, and no service credits accrue while the beta is in effect. The Provider will state a target, and the credits attached to it, before the service leaves beta.
2.1 Uptime definition
"Monthly Uptime Percentage" is calculated as: (total minutes in month − downtime minutes) / total minutes in month × 100
"Downtime" means periods where the CloakAPI API gateway is returning error responses to greater than 5% of requests, sustained for more than 5 consecutive minutes. Periods of scheduled maintenance and excluded events (Section 7) do not count toward downtime.
2.2 Latency target
The Provider publishes measured p95 gateway response latency at api.cloakapi.io/slo, over a rolling 30-day window, together with the number of requests the figure is computed from. The Provider does not currently offer a latency target. Measured latency is end-to-end and is dominated by the upstream model provider selected by the Customer, whose response time the Provider does not control.
3. Service Credits
Service credits do not apply during the beta, because no uptime target is committed. The schedule below is the one the Provider intends to adopt when a target is set; it is shown so the Customer can see the intended terms in advance, and it is not in force today.
If monthly uptime falls below the committed threshold, eligible customers may request service credits as follows:
| Monthly Uptime Achieved | Credit Applied to Next Invoice |
|---|---|
| ≥ 99.9% | No credit (target met) |
| 99.0% – < 99.9% | 5% of that month's CloakAPI fees |
| 95.0% – < 99.0% | 10% of that month's CloakAPI fees |
| < 95.0% | 25% of that month's CloakAPI fees |
3.1 Credit request procedure
Credits must be requested within 30 days of the end of the affected calendar month by emailing trust@cloakapi.io with subject "SLA Credit Request — [Month Year]". Credits are applied to the next invoice and are not redeemable for cash. Credits are the Customer's sole and exclusive remedy for uptime failures below the SLA target.
3.2 Credit caps
Total credits in any calendar month shall not exceed 25% of that month's CloakAPI fees, regardless of the number of incidents. Credits are not cumulative across months.
4. Support
Support is provided by email on a best-effort basis with the target initial-response times below — a real person answers, not a ticket-routing queue. There are no paid support tiers, no dedicated Slack channels and no named-contact upsell; every account gets the same direct line.
| Severity | Target initial response |
|---|---|
| SEV-1 (service down) | Within 4 business hours; SEV-1 outages are worked as soon as detected — our alerting pages us outside business hours too, on a best-effort basis |
| SEV-2 (major degradation) | Within 8 business hours |
| SEV-3 / general questions | Within 2 business days |
Business hours are Mon–Fri, 09:00–17:00 CET. Support is included with every paid account at no extra charge. Contact support@cloakapi.io.
5. Maintenance Windows
5.1 Scheduled maintenance
Scheduled maintenance windows are Sunday 02:00–04:00 UTC. Maintenance during this window does not count toward downtime for SLA credit purposes.
5.2 Advance notice
The Provider will notify affected customers at least 7 calendar days in advance of planned maintenance via:
- A maintenance notice on status.cloakapi.io
- Email notification to the billing contact on record
5.3 Emergency maintenance
In the event of emergency maintenance required to address a critical security vulnerability or prevent a major outage, the Provider may perform maintenance outside the standard window with as much notice as practicable, and a minimum of 1 hour notice where feasible. Emergency maintenance may count toward downtime if it results in service unavailability.
6. Incident Response & Communication
All service incidents are tracked and communicated at status.cloakapi.io. SEV-1 and SEV-2 incidents receive real-time updates at minimum every 30 minutes. SEV-3+ incidents receive a public postmortem within 5 business days of resolution.
7. Exclusions
The following are excluded from SLA calculations and are not eligible for service credits:
- Customer-side issues: Outages caused by customer network, application, or configuration errors; invalid API credentials; customer-imposed rate limits exceeded.
- Force majeure: Events beyond reasonable control, including natural disasters, war, government action, internet backbone failures, or upstream AI provider outages (AWS, Google, Anthropic, OpenAI, etc.).
- Scheduled maintenance: Downtime during pre-announced maintenance windows (Section 5).
- Trial credit: Trial and promotional-credit accounts are not covered by this SLA.
- Beta features: Features explicitly designated as beta or preview are excluded from uptime commitments.
- Third-party service failures: Outages at sub-processors or upstream providers where CloakAPI has taken reasonable steps to mitigate and the failure is beyond CloakAPI's control.
8. Measurement & Audit
Uptime is measured using external synthetic monitoring against the public gateway. Raw measurement data is used to calculate the monthly uptime figure. Customers may independently verify service availability using the public status page. On request, the Provider will supply raw monitoring data for a disputed period.
9. Changes to This SLA
CloakAPI may update this SLA with 30 days' advance notice. Changes that reduce commitments will not apply to the current billing period. Continued use of the service after the notice period constitutes acceptance of the updated SLA. The current version of this document is always at cloakapi.io/legal/sla.
10. Contact
SLA credit requests, incident disputes, and support escalations: trust@cloakapi.io