Legal
Service Level Agreement
Last updated: April 29, 2026
This Service Level Agreement ("SLA") applies to eligible paid or enterprise subscriptions only when incorporated into an applicable order form or written agreement with Reframe AI, Inc. This SLA describes uptime commitments, service credits, exclusions, and support response targets for the covered Rye services.
Platform
1. Uptime commitment
Rye will use commercially reasonable efforts to make the covered production API services available at least 99.9% of the time in each calendar month during the applicable subscription term, as measured by Rye.
2. Service credits
If Rye does not meet the uptime commitment for a calendar month, eligible customers may request a service credit. Service credits are calculated as a percentage of the fees paid for the affected covered service for that month.
| Monthly actual availability | Credit percentage |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% |
| Less than 99.0% but greater than or equal to 98.0% | 15% |
| Less than 98.0% but greater than or equal to 96.0% | 20% |
| Less than 96.0% | 30% |
3. Credit requests and payment
To request a service credit, the customer must email support@rye.com within 30 days after the end of the month in which the uptime commitment was not met. The request must include the customer account, affected service, dates and times of the claimed outage, request IDs if available, and a description of the impact.
If Rye confirms eligibility, Rye will apply the service credit to future invoices. Service credits are not refunds, cannot be exchanged for cash, and are the customer's sole and exclusive remedy for Rye's failure to meet the uptime commitment.
4. Definitions
- Scheduled availability. The total minutes in a calendar month that the covered production service is scheduled to be available.
- Unscheduled downtime. Minutes during which the covered production service is not generally accessible, excluding SLA exclusions below.
- Actual availability. Scheduled availability minus unscheduled downtime.
5. SLA exclusions
The uptime commitment does not apply to downtime or degraded performance caused by customer systems, customer applications, misuse, third-party merchants, marketplaces, payment processors, logistics providers, internet service providers, scheduled maintenance, emergency maintenance, beta features, test environments, force majeure events, or suspension under Rye's agreements or policies.
Support
1. Severity levels
| Severity | Description |
|---|---|
| 1. Urgent | Critical production issue causing full or partial outage of Rye production API functionality for all or substantially all affected users. |
| 2. High | Significant production disruption, major feature unavailable, or severe performance degradation affecting a material portion of production traffic. |
| 3. Normal | Minor production issue, integration question, documentation question, or non-critical functional issue. |
| 4. Low | General information request, feature request, cosmetic issue, or low-impact question. |
2. Target response times
| Severity | Standard | Priority | Priority Plus |
|---|---|---|---|
| 1. Urgent | 1 hour, 24/7 x 365 | 1 hour, 24/7 x 365 | 1 hour, 24/7 x 365 |
| 2. High | 4 business hours | 2 business hours | 2 hours, 24/7 x 365 |
| 3. Normal | 1 business day | 1 business day | 12 business hours |
| 4. Low | 2 business days | 2 business days | 1 business day |
3. Business hours
Business hours are Monday through Friday, 6:00 a.m. to 6:00 p.m. local time for the applicable support region, excluding local holidays, unless otherwise stated in an order form.