99.9% uptime,
or your money back.
Measurable commitments to the API, dashboard, and paid database instances — with credits codified and a clear claim process.
Uptime Commitment
OWLGraph commits to 99.9% monthly uptime for the OWLGraph API, dashboard, and paid customer database instances. Uptime is measured from the OWLGraph status page at status.owlgraph.ai, which uses external probes independent of our own infrastructure.
Definitions
- Monthly Uptime Percentage: (total minutes in month − downtime minutes) / total minutes in month × 100.
- Downtime: any continuous period of one minute or longer during which the service is unable to process customer requests, as observed by our external probes. Excluded: downtime caused by scheduled maintenance, customer action, or factors outside our reasonable control (see Exclusions below).
- Service: the OWLGraph API at
api.owlgraph.ai, the dashboard atowlgraph.ai/dashboard, and customer database instances on paid tiers.
Service Credits
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of the monthly fee for the affected service |
| < 99.0% and ≥ 95.0% | 25% of the monthly fee for the affected service |
| < 95.0% | 50% of the monthly fee for the affected service |
Credits are issued as a reduction on a future invoice and do not exceed 50% of the monthly fee for the affected service in any billing month.
Claim Process
To claim a service credit, email support@owlgraph.ai within 30 days of the incident with (a) the affected instance or service, (b) the dates and times of unavailability, and (c) any observed error messages or ticket numbers. OWLGraph will review the claim against status page and internal monitoring records and respond within 15 business days.
Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance announced at least 48 hours in advance on the status page or by email to account owners.
- Customer action: misconfiguration, exceeding plan resource limits, expired credentials, or customer-initiated deletion.
- Force majeure: natural disasters, acts of war, government action, or failures of upstream infrastructure providers (e.g., AWS, DNS registrars) where the disruption affects multiple independent services.
- Free tier (Developer plan) instances. Best-effort availability only; no SLA.
- Beta or experimental features explicitly labeled as such.
- Customer network issues between the customer and OWLGraph's edge.
Planned Maintenance
Routine maintenance is performed within announced maintenance windows. For paid tiers, we aim to perform disruptive maintenance outside 08:00–20:00 UTC on weekdays. Customers on the Professional tier and above may request a specific maintenance window subject to approval.
Changes to this SLA
We may update this SLA from time to time. Material changes will be announced at least 30 days in advance to account owners via email. Continued use of the service after the effective date constitutes acceptance.
Contact
Questions about this SLA: support@owlgraph.ai. Current service status: status.owlgraph.ai.