Service Level Agreement (SLA)

1. Service Description

This Service Level Agreement ("SLA") describes the service level targets for LLMSaver's AI-powered cost optimization platform, which includes:

• OpenAI-compatible API gateway
• Model routing and cost optimization
• User account management
• API key management
• Usage analytics and reporting

2. Service Availability Targets

Target Uptime: We aim for 95% monthly uptime for our core API services, calculated as follows:

2.1 Exclusions from Uptime Calculation

The following are NOT considered downtime:

• Scheduled maintenance (with 24-hour notice when possible)
• Third-party service failures (OpenRouter, Stripe, Clerk, Supabase, etc.)
• Network or DNS issues outside our control
• Distributed Denial of Service (DDoS) attacks
• Force majeure events
• Issues caused by user misuse or violation of Terms of Service
• Beta or experimental features

3. Performance Targets

3.1 API Response Times

We target the following response times (measured at our API gateway):

• Authentication: <500ms for 95% of requests
• Model Selection: <100ms for 95% of requests
• Chat Completions: Dependent on underlying AI model performance
• Dashboard API: <2s for 90% of requests

3.2 Performance Disclaimer

IMPORTANT: Performance targets are goals, not guarantees. Actual performance may vary based on factors including but not limited to:

• Third-party AI model performance and availability
• Network conditions and geographic location
• Request complexity and size
• System load and traffic patterns
• User's internet connection and infrastructure

4. Support Response Targets

We aim to respond to support requests according to the following targets:

Support Disclaimer: Response time targets are not guarantees. We provide support on a best-effort basis during business hours (Monday-Friday, 9 AM - 5 PM PST).

5. Monitoring and Reporting

5.1 Service Monitoring

We monitor our services using:

• Automated uptime monitoring
• Performance metrics collection
• Error rate tracking
• Third-party monitoring services

5.2 Status Communications

Service status updates may be provided through:

• Email notifications to affected users
• Dashboard notifications
• Status page (when available)
• Support channel communications

6. Planned Maintenance

We may perform scheduled maintenance to improve service quality and security. We will attempt to provide advance notice when possible:

• Major Maintenance: 24-48 hours notice when possible
• Minor Updates: Best effort notice
• Emergency Maintenance: No advance notice required

Maintenance Windows: We prefer to schedule maintenance during low-usage periods, typically weekends or late evenings (PST).

7. Service Credits and Remedies

8. Third-Party Dependencies

Our service relies on various third-party providers:

• OpenRouter: AI model routing and processing
• Stripe: Payment processing
• Clerk: User authentication
• Supabase: Database services
• Fly.io: Cloud hosting

We are not responsible for any issues, outages, or performance problems caused by these third-party services.

9. SLA Modifications

We reserve the right to modify this SLA at any time without notice. Changes will be posted on our website and take effect immediately upon posting.

10. Limitation of Liability

This SLA is subject to the limitation of liability clauses in our Terms of Service. Under no circumstances shall we be liable for any damages arising from service outages or failure to meet these targets.

11. Contact Information

For questions about this SLA or to report service issues: