Legal
Service Level Agreement
Effective date: May 22, 2026
This Service Level Agreement ("SLA") describes the availability commitment and support targets that AnthropyAI, LLC ("AnthropyAI," "we," "us," or "our") provides for the production Services, including the Spawn platform. This SLA is part of, and governed by, our Terms of Service.
1. Scope
This SLA applies to the production, generally-available Services provided to active, paid customers. It does not apply to free trials, beta or preview features, or on-premises/customer-hosted deployments except as separately agreed.
2. Definitions
- Monthly Uptime Percentage — total minutes in a calendar month minus Downtime minutes, divided by total minutes, expressed as a percentage.
- Downtime — sustained unavailability of the core production Services, excluding the Exclusions in Section 4.
- Service Credit — a credit toward a future invoice, calculated per Section 5.
- Scheduled Maintenance — maintenance for which we provide advance notice.
3. Availability Commitment
We will use commercially reasonable efforts to make the core production Services available with a Monthly Uptime Percentage of at least 99.9% ("Service Commitment").
4. Exclusions
The Service Commitment does not apply to unavailability caused by: (a) Scheduled or emergency maintenance; (b) factors outside our reasonable control, including force majeure and Internet or third-party network failures; (c) third-party services, model providers, or infrastructure not operated by us; (d) your equipment, software, or configuration, or actions/inactions of you or your users; (e) suspension or termination for breach; or (f) beta, preview, or trial features.
5. Service Credits
If we fail to meet the Service Commitment in a calendar month, you may request a Service Credit as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of the monthly fee |
| < 99.0% and ≥ 95.0% | 25% of the monthly fee |
| < 95.0% | 50% of the monthly fee |
Service Credits are calculated against the monthly fee for the affected Service, are your sole and exclusive remedy for any failure to meet the Service Commitment, and will not exceed the monthly fee for the affected month.
6. Claiming a Service Credit
To receive a Service Credit, submit a request to support@anthropyai.com within thirty (30) days after the end of the affected month, including the dates/times of Downtime and supporting information. Approved credits are applied to a future invoice.
7. Support & Response Targets
We provide human-first support and target the following initial response times by severity:
| Severity | Description | Target initial response |
|---|---|---|
| S1 — Critical | Production Service down or unusable | 1 business hour |
| S2 — High | Major function impaired; no reasonable workaround | 4 business hours |
| S3 — Normal | Minor issue or workaround available | 1 business day |
| S4 — Low | Question or feature request | 2 business days |
Response targets reflect time to first response, not time to resolution. Enterprise agreements may include enhanced, 24/7 terms.
8. Changes to This SLA
We may update this SLA from time to time by posting the revised version here with a new effective date.
9. Contact
AnthropyAI, LLC
Support: support@anthropyai.com · info@anthropyai.com · Phone: (727) 472-4717 · Clearwater, FL