1. Service Availability Commitment
Bota commits to the following availability targets for the production API (api.bota.dev):
| Service Component | Monthly Uptime Target |
|---|---|
| Core API | 99.9% |
| Transcription Processing | 99.5% |
| Webhook Delivery | 99.9% |
Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100 Downtime is defined as a period of 5 or more consecutive minutes where the API returns errors for more than 50% of valid requests.2. Exclusions
The following are not counted as Downtime:- Scheduled Maintenance — Announced at least 24 hours in advance via email and status page
- Emergency Maintenance — Critical security patches or urgent fixes
- Customer-Caused Issues — Exceeding rate limits, invalid API usage, misconfigured webhooks
- External Factors — Internet connectivity issues, DNS problems, third-party service outages
- Force Majeure — Natural disasters, war, government actions
- Sandbox Environment — Test mode (
api.sandbox.bota.dev) is not covered by this SLA
3. Service Credits
If we fail to meet our availability commitments, you may be eligible for service credits:| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| < 95.0% | 50% |
Credit Calculation
Service Credit = (Credit Percentage) × (Monthly Subscription Fee)Credit Limits
- Maximum credit per month: 50% of monthly fee
- Credits apply to future invoices only
- Credits expire 12 months after issuance
- Credits are not redeemable for cash
4. Credit Request Process
To request a service credit:1
Submit Request
Email [email protected] within 30 days of the incident
2
Include Details
Provide: account ID, affected dates/times, description of impact
3
Review
We will review your request within 10 business days
4
Credit Application
Approved credits will be applied to your next invoice
5. Performance Targets
In addition to availability, we target the following performance levels:| Metric | Target | Measurement |
|---|---|---|
| API Response Time (p50) | < 100ms | Median response time |
| API Response Time (p95) | < 200ms | 95th percentile |
| API Response Time (p99) | < 500ms | 99th percentile |
| Transcription Speed | < 0.5x duration | Processing time vs audio length |
| Webhook Delivery | < 30 seconds | Time from event to first delivery attempt |
Performance targets are goals, not commitments. They are not eligible for service credits.
6. Incident Response
Severity Levels
| Severity | Definition | Response Time |
|---|---|---|
| Sev 1 | Complete service outage | 15 minutes |
| Sev 2 | Major functionality degraded | 1 hour |
| Sev 3 | Minor functionality affected | 4 hours |
| Sev 4 | Non-critical issues | 1 business day |
Communication
During incidents, we provide updates via:- Status Page — status.bota.dev (real-time updates)
- Email — Automated notifications for subscribed users
- In-Dashboard Alerts — Banner notifications in the Bota dashboard
7. Maintenance Windows
Scheduled Maintenance
- Announced at least 24 hours in advance
- Typically scheduled during low-traffic periods (Sundays 2-6 AM UTC)
- Duration and expected impact communicated in advance
Emergency Maintenance
- Performed for critical security issues or severe bugs
- We make best efforts to notify customers, but advance notice may not be possible
- Post-incident report provided within 48 hours
8. Customer Responsibilities
To receive SLA benefits, you must:- Maintain valid payment and contact information
- Report issues promptly via support channels
- Cooperate with troubleshooting efforts
- Implement appropriate retry logic and error handling
- Not be in violation of the API Terms of Service
9. Monitoring and Reporting
Status Page
Real-time availability status is available at status.bota.dev. Subscribe to receive automatic notifications for:- Incidents and outages
- Scheduled maintenance
- Resolved issues
Monthly Reports
Enterprise customers (Pro tier and above) receive monthly uptime reports including:- Availability percentage
- Incident summary
- Performance metrics
10. SLA by Plan
| Plan | SLA Coverage | Support Response |
|---|---|---|
| Basic | Best effort | 2 business days |
| Standard | 99.9% uptime | 1 business day |
| Pro | 99.9% uptime | 4 hours |
Basic plan customers do not receive service credits but benefit from the same infrastructure and reliability investments.
11. Changes to This SLA
We may modify this SLA with 30 days notice. Changes will be posted to this page and announced via email. Material changes that reduce our commitments will not apply to existing customers until their next renewal period.12. Contact
For SLA-related questions or to request credits: Email: [email protected] Subject Line: SLA Credit Request - [Account ID]Last updated: January 15, 2025