Service Level Agreement
Effective October 30, 2026
This Service Level Agreement (“SLA”) forms part of the Terms of Service. It describes QIT’s availability commitment for the Services and the service credits you can receive if we do not meet it.
1. Commitment
QIT will use commercially reasonable efforts to make the QIT API and serverless compute control plane available with a Monthly Uptime Percentage of at least 99.99% in each calendar month.
2. Definitions
- Monthly Uptime Percentage is 100% minus the percentage of minutes in the month in which the Service was Unavailable.
- Unavailable means that more than 5% of valid requests from your account to the Service return server errors (HTTP 5xx) or time out, measured over a one-minute interval.
- Service Credit is a credit in US dollars applied to future invoices or your prepaid balance.
3. Service credits
| Monthly Uptime Percentage | Service Credit (% of monthly fees for the affected Service) |
|---|---|
| Less than 99.99% but at least 99.9% | 10% |
| Less than 99.9% but at least 99.0% | 25% |
| Less than 99.0% | 50% |
Total Service Credits in a month will not exceed 50% of the fees paid for the affected Service in that month. Reserved capacity and bare-metal clusters may have a separate SLA in your order form, which prevails.
4. Exclusions
Unavailability does not include downtime caused by: scheduled maintenance announced at least 48 hours in advance; your code, containers, model weights or configuration; third-party Models whose provider is unavailable; factors outside our reasonable control, including force majeure events and internet failures outside our network; your breach of the Terms or Acceptable Use Policy; suspension under the Terms; requests that exceed your rate limits; or free, trial, preview or beta features.
5. Claiming credits
Email hello@qit.energy with “SLA claim” in the subject within 30 days after the end of the month in which the incident occurred. Include the dates and times of the incident and the affected request IDs. If we confirm the claim, we will apply the credit within one billing cycle.
6. Sole remedy
Service Credits are your sole and exclusive remedy for any unavailability or performance issues of the Services.