This Service Level Agreement ("SLA") sets forth the service level commitments of Syntaxa LLC ("Company") for the runQC platform ("Service") and is incorporated into the runQC Terms of Service ("ToS"). This SLA applies only to paid Subscription Plans (Pro, Business, Founding Partner, and Enterprise). The Free tier is not subject to any SLA commitments.
This SLA does not apply during the Beta Program. Beta Participants are subject to the Beta Program Agreement, which expressly excludes uptime and reliability guarantees.
| Plan | Monthly Uptime Target |
|---|---|
| Pro | 99.5% |
| Business | 99.9% |
| Founding Partner | 99.9% |
| Enterprise | Per contract (up to 99.95%) |
"Uptime" is measured as the percentage of time in a calendar month that the Service's core API endpoints (api.runqc.ai) are available and responsive, excluding Excused Downtime.
Uptime is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
The Service is considered "unavailable" if more than 5% of authenticated API requests to core endpoints return HTTP 5xx errors or connection timeouts during a five-minute measurement window.
The following are excluded from downtime calculations:
(a) Scheduled maintenance, with at least twenty-four (24) hours' advance notice
(b) Emergency maintenance required to address security vulnerabilities or critical defects
(c) Outages caused by third-party services (AWS infrastructure, LLM Providers, Stripe, MongoDB Atlas) that are beyond Company's reasonable control
(d) Customer-caused issues (misconfigured endpoints, excessive request volume, Account suspension)
(e) Force majeure events
(f) DNS propagation delays
If the Service fails to meet the applicable monthly uptime target, Customer may request service credits as follows:
| Monthly Uptime | Credit (% of Monthly Subscription Fee) |
|---|---|
| 99.0% - 99.49% (Pro) / 99.5% - 99.89% (Business) | 10% |
| 98.0% - 98.99% (Pro) / 99.0% - 99.49% (Business) | 25% |
| Below 98.0% (Pro) / Below 99.0% (Business) | 50% |
To receive service credits, Customer must submit a written request to [email protected] within thirty (30) days of the end of the month in which the downtime occurred. The request must include: (a) the dates and times of the downtime incidents; (b) a description of how the downtime affected Customer's use of the Service.
| Severity | Description | Pro Response Target | Business Response Target |
|---|---|---|---|
| Critical | Service is unavailable or a security incident is in progress | 4 hours | 1 hour |
| High | Core functionality impaired; no workaround available | 8 hours | 2 hours |
| Medium | Feature is impaired but workaround exists | 24 hours | 4 hours |
| Low | General questions, feature requests, minor issues | 48 hours | 24 hours |
Standard support is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding U.S. federal holidays. Critical severity issues are monitored outside of standard hours on a best-effort basis.
Company targets the following API response times under normal operating conditions:
| Endpoint Type | Target (p95) |
|---|---|
Run submission (POST /v1/runs) | < 2 seconds |
Run list (GET /v1/runs) | < 1 second |
Journal retrieval (GET /v1/runs/:id/journal) | < 3 seconds |
| Suite operations | < 1 second |
| Account operations | < 500 ms |
These targets are goals, not guaranteed commitments. They do not give rise to service credits.
Test run execution times depend on the complexity of the run, the responsiveness of Customer's Target Agent, and LLM Provider performance. Company does not guarantee run completion times. The platform enforces a per-run cost cap and will terminate runs that exceed the applicable threshold. Where Customer does not specify a per-run limit, the platform applies a default of $0.20 for Runs submitted through the API and $0.50 for trial Runs and Runs triggered from repository configuration. Every Run is additionally capped at the per-run budget ceiling of Customer's Subscription Plan.
Company hosts the database on MongoDB Atlas. Continuous backup and point-in-time recovery (PITR) are features of Atlas dedicated cluster tiers; the cluster serving the Beta Program is not a dedicated tier and does not have continuous backup or PITR enabled. Company does not currently commit to a recovery point objective (RPO) or a recovery time objective (RTO) for database restores.
While Company implements industry-standard backup and recovery practices, Company does not guarantee against data loss. Customer is encouraged to export and maintain independent copies of critical data.
Company may modify this SLA by providing thirty (30) days' advance written notice. Modifications will not reduce service level commitments for existing customers during their current billing period.
For SLA-related inquiries or service credit requests:
Syntaxa LLC
Email: [email protected]
This Service Level Agreement was last updated on September 9, 2026.