Service Level Agreement
Last Updated: 19 April 2026
This Service Level Agreement (this "SLA") is a commitment to our users regarding the availability and performance of our Service. In the event of a conflict between this SLA and our Terms of Service, this SLA shall take precedence to the extent of such conflict.
1. Scope
This SLA defines the service availability targets, support response expectations, and service commitments for paid services provided by SleepyNeko Studios Ltd. (“we”, “our”, “the Provider”).
Free-tier services are explicitly excluded from SLA guarantees and are provided on a best-effort basis.
2. Service Availability
We aim to provide high availability for our users, as such, we will use commercially reasonable efforts to ensure that the Service is available during a given calendar month equal to the "Availability Target" defined in the table below. In the event of a failure to meet the Availability Target, affected users will be eligible to receive a Service Credit as described in the sections below.
| Service | Availability Target | Service Credit | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Service Nodes (Compute Infrastructure) | 99.95% |
| ||||||||||||
| Dashboard | 99.00% |
|
3. Calculation of Availability
The Service is considered "Unavailable" or in a state of "Unavailability" when it is not operational or accessible to users. Availability Percentage is calculated by subtracting from 100% the percentage of minutes during the calendar month in which the Service was Unavailable.
4. Service Credits
If we fail to meet the Availability Target for a given calendar month, affected users may be eligible to receive a Service Credit as defined in the table above. Such Service Credits are calculated as a percentage of the total monthly fees paid by the user for the affected service during the month in which the Unavailability occurred. They will be applied to the user's account and can be used against future billing. Service Credits are non-transferable, have no cash value, and cannot be redeemed for cash.
4.1 Requesting Service Credits
To request a Service Credit, users must submit a support ticket within 30 calendar days of the suspected incident via our support channels, providing details of the incident and its impact on their use of the Service.
4.2 Tools and Records
We maintain tools and records to monitor and verify the availability of our services. Our monitoring tools, data, and records are the sole basis to determine whether the Availability Target has been met.
4.3 Sole and Exclusive Remedy
Service Credits are the sole and exclusive remedy for any incident occurring during the term for the affected service or for any other claim in connection with the SLA. In no event will the total Service Credits for a given month exceed 100% of the monthly fees paid by the user for the affected service during that month.
5. Exclusions
5.1 Calculation Exclusions
The following events are excluded from the calculation of Availability and do not count towards Unavailability:
- Scheduled, recurring, or zero-impact maintenance windows
- Actions taken by us in accordance with our Terms of Service, Fair Usage Policy, or security controls (including rate limiting, traffic filtering, or abuse mitigation)
- Unavailability due to user error, misconfiguration, or misuse of the Service
- Unavailability caused by third-party service or facilities providers, including network and infrastructure providers, or other related service or facility providers, or network failures beyond our edge routers supporting the connectivity for the affected service
- Denial of service attacks, virus or hacking attacks, or bugs in code, hardware, or services for which there is no commercially reasonable, known mitigation available
- Force majeure events or any other events that is not within our direct control or that could not have been avoided by commercially reasonable measures
5.2 General Exclusions
Users are ineligible for Service Credits if:
- Their account has any outstanding balance or is past due at the time of the incident or at the time of the Service Credit request
- They have violated our Terms of Service or any applicable policies in connection with the incident
- They have not submitted a Service Credit request within the specified time frame or have not provided sufficient information to verify the incident
6. Custom Service Levels
This SLA defines the default service level commitments for standard paid plans.
Users with specific requirements may request custom service level agreements, including higher availability targets, enhanced support response times, or additional service commitments.
Such arrangements are subject to separate agreement, technical feasibility, and additional fees. Custom service levels are only valid if explicitly agreed in writing and will take precedence over this SLA to the extent specified.
7. Contact
If you have any questions about this SLA, please contact:
SleepyNeko Studios Ltd. (16627551)
Email: [email protected]
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ