Service
This SLA covers the Statero hosted API (api.statero.app) and web console (app.statero.app). SDK packages distributed via npm/PyPI follow their respective release channels.
Uptime target
We target 99.5% monthly uptime for the API, excluding scheduled maintenance announced in advance. Uptime is measured at the load balancer; brief DNS or third-party outages may affect reachability.
Maintenance
Planned maintenance is performed during low-traffic windows when possible. Emergency patches may occur without notice to address security issues.
Support
- Standard: Email support at support@statero.app with best-effort response within 2 business days
- Incidents: Critical API outages are prioritized; status updates provided by email when widespread
Exclusions
SLA commitments do not apply to:
- Issues caused by your misconfiguration, revoked keys, or upstream AI provider outages
- Free-tier or beta features marked as preview
- Force majeure or actions required by law enforcement
- Third-party services (Clerk, RevenueCat, your own infrastructure)
Remedies
Paid plans may include service credits for sustained SLA breaches as specified in your order form. Free accounts receive good-faith support without financial credits. See Terms of Service for limitation of liability.