Service Level Agreement
This SLA applies to all paid Curate-Me plans. Free-tier usage is provided on a best-effort basis.
Effective date: May 18, 2026
Uptime Commitments
Uptime is measured as the percentage of minutes the Curate-Me gateway and dashboard are available in a calendar month, excluding scheduled maintenance.
| Plan | Uptime Target | Allowed Downtime / Month |
|---|---|---|
| Free | Best effort | N/A |
| Starter | Best effort | N/A |
| Growth | 99.9% | 43 minutes |
| Enterprise | 99.95% | 21 minutes |
A service is considered unavailable when it returns 5xx errors or fails to respond for more than 60 consecutive seconds, as measured by our external monitoring infrastructure.
Service Credits
If we fail to meet the uptime commitment for your plan, you are eligible for service credits applied to your next billing cycle.
| Achieved Uptime | Credit (% of monthly fee) |
|---|---|
| Less than 99.9% but at or above 99.0% | 10% |
| Less than 99.0% but at or above 98.0% | 25% |
| Less than 98.0% | 50% |
Maximum credit: 50% of your monthly subscription fee per calendar month. Credits are the sole and exclusive remedy for SLA breaches. Credits expire 12 months from the date of issue and are applied to future invoices (no cash refunds).
How to Request Credits
- Submit a request to support@curate-me.ai within 30 days of the incident.
- Include the affected dates, times, and a description of the disruption.
- We will verify the claim against our monitoring data and respond within 5 business days.
- Approved credits are applied to your next billing cycle automatically.
Exclusions
The uptime commitment does not apply to downtime caused by:
- Scheduled maintenance — announced at least 72 hours in advance via email and the status page. Maintenance windows are typically the first Sunday of each month, 02:00—06:00 UTC.
- Force majeure — natural disasters, war, government actions, pandemics, or other events beyond our reasonable control.
- Customer-caused issues — misconfiguration, abuse, exceeding documented limits, or issues originating in your infrastructure.
- Third-party provider outages — upstream LLM provider failures (OpenAI, Anthropic, Google, etc.), Stripe, or DNS providers.
- Beta and alpha features — features explicitly marked as pre-release.
- DDoS attacks and security incidents — where the disruption results from an attack beyond our reasonable ability to mitigate.
Incident Reporting
Status page: https://curate-me.ai/status
During an incident, we provide updates every 30 minutes until resolution. For P0 (complete outage) incidents, initial notification is sent within 15 minutes of detection.
Post-incident reviews are published within 5 business days for any P0 or P1 incident.
Report downtime: If you experience an outage not reflected on the status page, email support@curate-me.ai with the subject line “Downtime Report” and include timestamps, affected endpoints, and error details.
Support Response Times
| Plan | P0 (Outage) | P1 (Major) | P2 (Minor) | P3 (Question) |
|---|---|---|---|---|
| Starter | 8 hours | 24 hours | 48 hours | 72 hours |
| Growth | 4 hours | 8 hours | 24 hours | 48 hours |
| Enterprise | 1 hour | 4 hours | 8 hours | 24 hours |
Enterprise customers also receive a dedicated support channel (Slack or Teams) with real-time incident notifications.
Changes to This SLA
We may update this SLA with 30 days notice for improvements and 90 days notice for reductions in commitments. Enterprise contracts may lock SLA terms for the duration of the agreement. Continued use of the service after notice constitutes acceptance.
For questions about this SLA, contact support@curate-me.ai.