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Traduzir com o Google Tradutorabre em uma nova guia; apenas para referênciaThe uptime commitment, service credits, incident response targets and chronic-failure rights that apply to Agined customers on an Enterprise plan with a signed order form.
Last updated October 29, 2026.
This Enterprise Service Level Agreement ("SLA") forms part of the agreement between Avonao, Inc. ("Agined", "we") and a customer on an Enterprise plan with a signed order form ("Customer", "you"). It applies only to such customers. The self-serve plans and the free test key are not covered, as the Terms of Service explain.
It covers the REST API at api.agined.com, the MCP server at mcp.agined.com and receipt issuance (together, the "Covered Service").
We commit to a Monthly Uptime Percentage of at least 99.9% for the Covered Service in each calendar month.
Monthly Uptime Percentage = (total minutes in the month minus minutes of Downtime) divided by total minutes in the month, expressed as a percentage.
Downtime is any period of one or more consecutive minutes in which our status system published at /status records a failed check of a part of the Covered Service. The status system checks each component once a minute. The checks that count, by the component names shown on the status page, are:
A check fails when it does not get the healthy answer within 8 seconds. The healthy answer for each check is described in Status and reliability. Each minute is counted once, even if several checks fail in it. A minute in which the status system recorded no check of a component is not Downtime under this definition. In particular, while the status system does not run the Receipt issuance check (the status page then does not list that component), no minute of receipt issuance is Downtime under this definition.
Downtime does not include time lost to:
If the Monthly Uptime Percentage in a month is below the commitment, you are entitled to a credit on the monthly fee for the affected Covered Service for that month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.9% and at least 99.0% | 10% of the monthly fee |
| Below 99.0% and at least 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
The credit is applied to your next invoice. Credits in a month cannot exceed 50% of the fees for that month and are not paid out in cash. Service credits are your sole and exclusive remedy for a failure to meet the uptime commitment, except for the termination right in section 7.
To claim a credit, write to support@agined.com within 30 days after the end of the month concerned. Give the dates and times (in UTC) of the Downtime and the request ids or correlation ids of the failed requests where you have them. We check the claim against our own records and tell you the result. A claim not made within that period is waived.
Enterprise customers can reach us at support@agined.com or through /support. Support is staffed during business hours: Monday to Friday, 9:00 to 17:00 US Eastern Time, except US federal holidays. We acknowledge every report from an Enterprise customer within 1 business hour, whatever its severity: a report received during business hours within one hour, and a report received outside them within the first hour after business hours next begin. Only time within business hours counts toward that hour.
| Severity | Meaning | Acknowledgement target |
|---|---|---|
| Severity 1 | The Covered Service is unavailable, or receipts cannot be issued, for your production use. | Within 1 business hour |
| Severity 2 | A major feature is impaired, or the Covered Service is degraded, and a workaround exists. | Within 1 business hour |
| Severity 3 | A minor problem, a question or a request for information. | Within 1 business hour |
These are targets for acknowledgement, meaning a person confirms they are working on the report. They are not targets for resolution, and missing one does not by itself give rise to a service credit.
We publish the current state of the Covered Service and incidents at /status. Enterprise customers can subscribe to incident notices by email through the status page or by asking support. During a Severity 1 incident we post an initial notice and then updates as the situation changes.
Verifying a receipt does not depend on our availability. A receipt that we have issued stays verifiable offline with the receipt and our published public key, whether or not the Covered Service is available.
If the Monthly Uptime Percentage is below 99.0% in three consecutive months, or in any four months of a rolling twelve-month period, you may terminate the affected order by written notice within 30 days after the end of the month that triggered the right. We will refund the prepaid fees for the period after termination, pro rata. This is in addition to the credits already due for those months.
We may improve this SLA at any time. A change that reduces your rights applies only from your next renewal, and we tell you at least 30 days ahead. If this SLA conflicts with the Terms of Service for the Covered Service, this SLA prevails for service levels, credits and incident response; the Terms prevail for everything else. A signed order form prevails over both where it expressly says so.