flatkey.ai Service Level Agreement
Review flatkey.ai availability scope, incident handling, maintenance, exclusions, support process, and remedies.
This Service Level Agreement ("SLA") describes the service availability target and support process for flatkey.ai services provided by VOC AI INC ("VOC AI," "we," "us," or "our").
This SLA applies to the flatkey.ai hosted dashboard, API gateway, routing, metering, and account services that we directly operate. It does not apply to third-party AI model providers, payment providers, customer networks, customer applications, beta features, force majeure events, scheduled maintenance, abuse mitigation, account suspension, or issues caused by customer configuration, credentials, integrations, or policy violations.
We target 99.5% monthly availability for the covered flatkey.ai service endpoints. Availability is measured by our production monitoring systems for the covered services.
We may perform scheduled or emergency maintenance to improve security, reliability, performance, or compliance. We use reasonable efforts to reduce customer impact and, when practical, provide notice through the dashboard, website, email, or support channels.
flatkey.ai routes requests to third-party model providers and relies on cloud, network, payment, security, and analytics providers. Third-party outages, rate limits, policy changes, regional restrictions, model behavior, or provider-side failures are outside this SLA.
For service availability issues, contact support@flatkey.ai with your account email, affected endpoint, request IDs if available, timestamps, error messages, and impact summary. We review support requests based on severity, available records, and operational risk.
Unless a separate written agreement provides a different remedy, this SLA does not create automatic service credits, refunds, penalties, or liquidated damages. Any goodwill adjustment, balance correction, or support remediation is handled case by case under the User Agreement and applicable policies.
We may update this SLA from time to time. The updated SLA generally applies to service periods after the update.
For questions about this SLA or a service incident, contact support@flatkey.ai or write to VOC AI INC, 160 E Tasman Drive, Suite 202, San Jose, CA 95134, United States.
All of the above contents shall be subject to the English version.