Last Updated: March 2026
This Service Level Agreement (“SLA”) forms part of the TensorX Terms of Service and sets out the service availability commitments for the TensorX API and related Services.
1. Definitions
- “Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage.
- “Downtime” means a period during which the TensorX API is unavailable for processing requests, as measured by our external monitoring service. Downtime excludes Scheduled Maintenance and Force Majeure Events.
- “Scheduled Maintenance” means planned maintenance notified to customers at least 48 hours in advance via email or the TensorX status page.
- “Service Credit” means a credit applied to the customer’s TensorX account, calculated as a percentage of fees paid during the affected month.
2. Service Availability Commitment
TensorX commits to maintaining the following Monthly Uptime Percentages for the TensorX API:
| Service Tier | Monthly Uptime Target | Approx. Max Downtime / Month |
|---|---|---|
| Shared Inference (API) | 99.5% | ~3 hours 39 minutes |
| Dedicated Inference | 99.9% | ~43 minutes |
3. Service Credits
If TensorX fails to meet the Monthly Uptime commitment, eligible customers may request Service Credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Below SLA target but ≥ 99.0% | 10% of monthly fees |
| Below 99.0% but ≥ 95.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Service Credits are capped at 50% of the fees paid for the affected month and are applied as account credit only; they are not refundable as cash. Service Credits are the sole and exclusive remedy for any failure to meet the SLA.
4. Credit Request Procedure
To request a Service Credit, you 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:
- Your account identifier or organisation name
- The dates and times of the Downtime experienced
- Any relevant error messages or request IDs
TensorX will verify the claim against our monitoring data and respond within 10 business days.
5. Exclusions
This SLA does not apply to:
- Scheduled Maintenance notified at least 48 hours in advance
- Force Majeure events (including natural disasters, wars, pandemics, government actions, and failures of third-party telecommunications or power)
- Issues caused by the customer’s own systems, network, or configuration
- Suspension or termination of the customer’s account due to breach of the Terms of Service or Acceptable Use Policy
- Free tier or trial accounts
- Beta, preview, or experimental features
- Degraded performance that does not constitute Downtime (e.g., increased latency that does not result in request failures)
6. Support Response Times
| Severity | Description | Target Response Time |
|---|---|---|
| Critical | Service completely unavailable; total API outage | 1 hour |
| High | Significant degradation affecting production workloads | 4 hours |
| Medium | Non-critical issue with workaround available | 1 business day |
| Low | General enquiry or feature request | 2 business days |
Support is available via [email protected] and the in-app chat. Business hours are Monday to Friday, 09:00 to 18:00 (Irish Standard Time / GMT), excluding Irish public holidays. Critical severity issues are monitored 24/7.
7. Status Page
Real-time service status and historical uptime data is available on our status page.
8. Changes to This SLA
We may update this SLA from time to time. Changes will not reduce the level of service commitments during any current billing period. Material changes will be notified at least 30 days in advance.
TensorX Ltd.
Unit 25, Classon House
Dundrum Business Park
Dublin 14, Ireland
Company No. 796387
Email: [email protected]