서비스 수준 협약

1. Scope

This Service Level Agreement ("SLA") describes the availability commitment for the CaptchaLa CAPTCHA and content-moderation APIs (the "Service") operated by SaaSoftware LLC, 131 Continental Dr, Suite 305, Newark, DE 19713, USA. It applies to customers on paid plans and forms part of the Terms of Service. Capitalised terms not defined here have the meaning given in the Terms of Service.

2. Monthly Uptime Commitment

For paid plans, we target a Monthly Uptime Percentage of at least 99.9% for the production API endpoints. "Monthly Uptime Percentage" is calculated per calendar month as the total minutes in the month minus minutes of Downtime, divided by the total minutes in the month, expressed as a percentage.

3. Definition & Measurement of Downtime

"Downtime" means sustained periods during which the production API is unavailable or returns server-side errors (HTTP 5xx) for requests that are otherwise valid, as measured by our infrastructure monitoring across multiple checks. Brief, isolated errors and individual failed requests that succeed on retry are not counted as Downtime. Our monitoring records are the authoritative source for availability calculations.

4. Exclusions

The uptime commitment does not apply to unavailability caused by:

• Scheduled or emergency maintenance announced in advance where reasonably practicable.
• Force majeure events beyond our reasonable control (e.g., natural disasters, war, large-scale internet outages).
• Factors caused by the customer, including misconfiguration, exceeding plan limits, invalid requests, or actions of the customer's end users.
• Failures of third-party services, the public internet, DNS, or the customer's own network and infrastructure.
• Suspension or termination of the customer's account in accordance with the Terms of Service.
• Use of beta, preview, or free-tier features.

5. Support Response Targets

We aim to provide an initial response to support requests submitted to [email protected] within the following targets, based on severity. These are response targets, not resolution times:

• Severity 1 — Critical: production API fully unavailable; target initial response within 4 business hours.
• Severity 2 — High: major feature impaired with no reasonable workaround; target initial response within 1 business day.
• Severity 3 — Normal: minor or partial impact, questions, and general requests; target initial response within 2 business days.

6. Service Credits

If we fail to meet the Monthly Uptime Percentage in a given calendar month, you may be eligible for a service credit calculated as a percentage of the monthly fee for the affected plan:

• Below 99.9% but at or above 99.0% — 10% credit.
• Below 99.0% but at or above 95.0% — 25% credit.
• Below 95.0% — 50% credit.

Service credits are applied to future invoices, are not exchangeable for cash, and are the sole and exclusive remedy for any failure to meet the uptime commitment. Total credits in any month will not exceed the monthly fee paid for the affected plan in that month.

7. How to Claim a Service Credit

To claim a credit, email [email protected] within 30 days of the end of the affected month, including your account email, the dates and times of the incident, and any logs or request IDs that help us verify the impact. We will review the claim against our monitoring records and confirm any eligible credit.

8. Free Tier

No uptime commitment, support response target, or service credit applies to the free tier or to beta and preview features. These are provided on an "as is" and "as available" basis.

9. Contact

For questions about this SLA or to report an availability issue, contact SaaSoftware LLC at [email protected].