Service Level Agreement
Our availability targets, support response commitments, and the credits available if we fall short.
Scope
This Service Level Agreement ("SLA") describes the availability commitmentnomosly provides for the Vision API endpoints (face compare, face detect, labels, text) and the customer console. It applies to paying customers in good standing.
Uptime commitment
nomosly targets 99.5% monthly uptime for the Vision API endpoints, measured per calendar month in UTC.
| Target | Maximum monthly downtime |
|---|---|
| 99.5% | ~3 hours 39 minutes |
How uptime is measured
Uptime is calculated as:
(Total minutes in month − Downtime minutes) / Total minutes in month × 100Downtime is defined as a five (5) consecutive minute window during which the Vision API returns 5xx server-error responses for more than 50% of valid requests, as observed by our infrastructure monitoring.
Per-request rate-limit responses (429), authentication errors (401, 403), and client validation errors (400, 413) are not counted as downtime; they are correct behavior.
Exclusions
The uptime commitment does not cover:
- Scheduled maintenance, announced at least 48 hours in advance via email to active customers
- Cloud-provider regional incidents affecting the underlying compute, storage, or processing services we depend on
- Third-party outages affecting our identity provider (login) or payment processor (billing). Existing API keys continue working during these outages. The specific subprocessors are listed in our Privacy Policy.
- Force majeure events (natural disasters, internet backbone failures, government actions)
- Customer-caused incidents: invalid requests, exceeding documented rate limits, requests from suspended accounts
- Beta or early-access endpoints, which are explicitly marked and excluded from the SLA
Service credits
If monthly uptime falls below the target, eligible customers may request a service credit applied to a future invoice:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.5% | 10% of that month's charges |
| 95.0% – 99.0% | 25% of that month's charges |
| Below 95.0% | 50% of that month's charges |
Credits must be requested within 30 days of the affected billing period by emailing support@nomosly.com with your account identifier and the time window of the incident. Credits apply only to future invoices, are not refundable in cash, and cannot exceed the amount paid for the affected month.
Support response
| Severity | Definition | Target first response |
|---|---|---|
| Critical | API completely unavailable | 4 hours |
| High | Endpoint degraded or producing systematic errors | 1 business day |
| Normal | Questions, billing issues, feature requests | 2 business days |
Support is provided by email at support@nomosly.com. Mark critical incidents with [CRITICAL] in the subject line.
Changes
nomosly may update this SLA with at least 30 days notice via email to active customers and a posted update on this page. Continued use of the Service after the effective date constitutes acceptance.