> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bota.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement

> Bota API availability commitments and remedies

**Effective Date:** January 15, 2025

This Service Level Agreement ("SLA") describes the availability commitments for the Bota API and the remedies available if we fail to meet these commitments.

***

## 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
* **Test Mode** — Requests made with test API keys (`sk_test_*`) are 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:

<Steps>
  <Step title="Submit Request">
    Email [support@bota.dev](mailto:support@bota.dev) within 30 days of the incident
  </Step>

  <Step title="Include Details">
    Provide: account ID, affected dates/times, description of impact
  </Step>

  <Step title="Review">
    We will review your request within 10 business days
  </Step>

  <Step title="Credit Application">
    Approved credits will be applied to your next invoice
  </Step>
</Steps>

***

## 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 |

<Note>
  Performance targets are goals, not commitments. They are not eligible for service credits.
</Note>

***

## 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** — [api.bota.dev/health](https://api.bota.dev/health) (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 [api.bota.dev/health](https://api.bota.dev/health).

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          |

<Info>
  Basic plan customers do not receive service credits but benefit from the same infrastructure and reliability investments.
</Info>

***

## 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:** [support@bota.dev](mailto:support@bota.dev)
**Subject Line:** SLA Credit Request - \[Account ID]

***

*Last updated: January 15, 2025*