Service Level Agreement

OriginalPoint commits to maintaining high availability for all production Services. Our uptime commitments vary by plan tier and are calculated on a calendar-month basis.

For customers on the Pro plan, OriginalPoint guarantees a monthly uptime of 99.9%, which corresponds to a maximum of approximately 43 minutes of downtime per month. For customers on the Enterprise plan, OriginalPoint guarantees a monthly uptime of 99.99%, which corresponds to a maximum of approximately 4.3 minutes of downtime per month.

Uptime is measured as the percentage of total minutes in a calendar month during which the OriginalPoint API is available and processing requests. A minute is considered "unavailable" if more than five percent (5%) of valid API requests during that minute return server errors (HTTP 5xx status codes) that are attributable to OriginalPoint infrastructure.

Free-tier users are not covered by this Service Level Agreement. OriginalPoint makes commercially reasonable efforts to maintain availability for all users, but does not provide uptime guarantees or service credits for free-tier accounts.

Uptime is measured using a combination of internal monitoring systems and independent third-party monitoring services. Our monitoring infrastructure checks API availability from multiple geographic locations at one-minute intervals throughout each calendar month.

A service disruption is recorded when our monitoring systems detect that the API error rate exceeds five percent (5%) for a sustained period. Disruptions lasting less than one (1) minute are not counted toward downtime calculations.

OriginalPoint publishes real-time and historical availability data on our Status page. Customers can subscribe to status notifications to receive alerts about planned maintenance and unplanned incidents.

If OriginalPoint fails to meet the uptime commitment for your plan tier in any calendar month, you are eligible for service credits as described in the table below. Service credits are calculated as a percentage of the monthly fees paid for the affected month.

The uptime commitment does not apply to service disruptions caused by factors outside of OriginalPoint's reasonable control. The following are excluded from uptime calculations:

• Scheduled maintenance windows, provided that OriginalPoint gives at least seventy-two (72) hours advance notice via the Status page and email.
• Outages or degraded performance of third-party AI model providers. OriginalPoint is responsible for the availability of its own routing and gateway infrastructure, but not for the availability of upstream model APIs.
• Force majeure events, including natural disasters, acts of war, government actions, pandemics, or widespread internet disruptions.
• Issues resulting from the customer's own systems, network connectivity, or misuse of the Services in violation of the Terms of Service or documentation.

If a service disruption is caused by a combination of OriginalPoint infrastructure issues and excluded factors, OriginalPoint will make a good-faith determination of the portion attributable to its own infrastructure for credit calculation purposes.

To request a service credit, you must submit a written request to OriginalPoint within thirty (30) days of the end of the calendar month in which the uptime commitment was not met. Credit requests should include the dates and times of the service disruption and any relevant supporting information.

OriginalPoint will review each credit request and compare it against our internal monitoring data. We will respond to credit requests within ten (10) business days and, if the claim is validated, apply the credit to your next invoice.

If you believe you are experiencing a service disruption, please check our Status page for current incident information. You may also contact our support team for assistance.

For questions about this Service Level Agreement or to submit a service credit request, please contact us:

Email: support@originalpoint.ai

Enterprise customers with dedicated support agreements should contact their assigned Customer Success Manager directly. For custom SLA terms, please reach out to enterprise@originalpoint.ai.