legal
Service Level Agreement
Last updated · May 2026
Uptime target
flatkey targets 99.95% monthly availability for the gateway routing layer. "Available" means at least one healthy upstream is reachable for every supported model class (chat, embedding, vision).
Service credits
| monthly uptime | credit |
|---|---|
| ≥ 99.95% | — |
| 99.0% – 99.95% | 10% of monthly fees |
| 95.0% – 99.0% | 25% of monthly fees |
| < 95.0% | 50% of monthly fees |
Exclusions
The following are excluded from the uptime calculation:
- Outages caused by upstream model providers when failover to alternative upstreams is not possible (e.g., a provider-specific feature like a brand-new model only available at one provider).
- Issues caused by your code, your configuration, or your network.
- Scheduled maintenance windows announced 48+ hours in advance (we target zero scheduled downtime).
- Force majeure: natural disasters, war, government action, etc.
How to claim a credit
Email [email protected] within 30 days of the billing period in question with: account email, affected dates/hours, and any error logs. Credits are applied to your next invoice. Maximum credit per month is 50% of fees.
Status
Live health: app.flatkey.ai/health