Service Level Agreement

This Service Level Agreement applies to accounts in Live Mode under the Customer Agreement. It covers the Hosted Gateway at api.wubbery.com and the console at wubbery.com/console. It does not apply to Shadow Mode, which is free and carries no commitment beyond fail-open, and it does not apply to any self-hosted or on-premises deployment, which has its own written terms.

It is a commitment from WUBBERY PTY LTD to you. You do not accept it; we are bound by it from the version date shown above for as long as your account is live.

Availability for a calendar month is the minutes the service was available divided by the minutes in the month, excluding the minutes listed under Exclusions. 99.9% allows about 43 minutes of unavailability in a 30-day month.

Fail-open is separate from availability and is a stronger promise: while the gateway is reachable, an Engine fault never changes what you asked for. A request the Engine cannot answer is served exactly as pinned and recorded as such.

A credit is applied to your next invoice. Because the fee is a share of what was measured, a month with a zero fee earns a credit of the same percentage against the next month that has a fee. Credits are your sole remedy for missed availability, do not accumulate beyond 50% of a single month's fee, and are never paid in cash.

To claim a credit, tell the notices address within 30 days of the end of the month, naming the period. We reconcile against the monitor's record and our incident log and reply within 10 business days. Where your own logs show unavailability the monitor did not see, we look at both before deciding.

Acknowledged means a person has read it and replied with what happens next; it is not a resolution time. Support is by email to the notices address, and by the console where a form exists for the request.

• We tell you by email about any incident that affected your live traffic, within one business day of resolving it, with what happened and what changed.
• Planned maintenance that could affect availability is announced at least 48 hours ahead and scheduled outside Australian business hours where it can be. Announced maintenance is excluded from the availability figure up to a limit of four hours a month.
• Security fixes may be deployed without notice. Their downtime, if any, is not excluded.

Minutes are not counted as unavailability where the cause is:

• Your Provider (the model vendor or aggregator that answers your requests) being unavailable, slow, or refusing your credentials.
• Your own network, keys, configuration, or a request that breaches the Acceptable Use Policy.
• Rate limits or quotas on your account operating as described.
• Announced maintenance within the limit above.
• Events outside the reasonable control of either party, including failures of the cloud region the service runs in that are declared by the cloud provider, and denial-of-service attacks that we are actively mitigating.

We may raise a commitment at any time. We will not lower one, shorten a support time, or reduce a credit without 30 days' written notice and a new version of this document, and the version in force at the start of a month governs that month.