SemiLayerService Level Agreement
Effective date: April 10, 2026 · Applies to SemiLayer Cloud (SaaS). Enterprise self-hosted deployments are governed by your contract.
1. Uptime Commitment
SemiLayer commits to monthly uptime of 99.9% for the API endpoint (api.semilayer.com) and Console (console.semilayer.com). Uptime is calculated as: (total minutes − downtime minutes) / total minutes × 100, measured over each calendar month.
“Downtime” means the API returns errors for more than 50% of requests over any consecutive 5-minute window, excluding the exclusions listed in Section 4.
2. Service Credits
If monthly uptime falls below the commitment, you are eligible for service credits:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly bill |
| 95.0% – 99.0% | 25% of monthly bill |
| Below 95.0% | 50% of monthly bill |
Credits are applied to your next invoice and do not exceed the charges for the affected month. Credits are your sole remedy for downtime under this SLA.
3. How to Request a Credit
To request a credit, email root@semilayer.dev within 30 days of the end of the affected month. Include your organization name and the approximate dates and duration of the downtime. We will review your request within 10 business days and apply any eligible credits to your account.
4. Exclusions
The uptime commitment does not apply to unavailability caused by:
- Scheduled maintenance (announced at least 24 hours in advance via email or the Console notification banner)
- Force majeure events (natural disasters, acts of war, government actions, internet backbone outages)
- Actions or omissions by you or a third party (e.g. invalid credentials, misconfigured SDK calls)
- Beta or preview features, which are provided without any uptime commitment
- Free tier usage — credits apply to paid plans only (Pro and above)
5. Support Response Times
Support is available via email at root@semilayer.dev.
| Plan | First response |
|---|---|
| Free | Best effort |
| Pro | 2 business days |
| Enterprise | Per contract (typically same business day) |
6. Enterprise SLA
Enterprise customers (self-hosted or dedicated cloud) receive a custom SLA negotiated as part of their contract. Typical enterprise terms include 99.95% uptime, dedicated incident response, and a named account manager. Contact root@semilayer.dev to discuss your requirements.
7. Changes to This SLA
We may update this SLA from time to time. We will notify affected customers by email at least 30 days before any reduction in commitments takes effect. Continued use of the service after the effective date constitutes acceptance of the revised terms.