Service Level Agreement

Uptime target

flatkey targets 99.95% monthly availability for the gateway routing layer. "Available" means at least one healthy upstream is reachable for every supported model class (chat, embedding, vision).

Service credits

monthly uptime	credit
≥ 99.95%	—
99.0% – 99.95%	10% of monthly fees
95.0% – 99.0%	25% of monthly fees
< 95.0%	50% of monthly fees

Exclusions

The following are excluded from the uptime calculation:

• Outages caused by upstream model providers when failover to alternative upstreams is not possible (e.g., a provider-specific feature like a brand-new model only available at one provider).
• Issues caused by your code, your configuration, or your network.
• Scheduled maintenance windows announced 48+ hours in advance (we target zero scheduled downtime).
• Force majeure: natural disasters, war, government action, etc.

How to claim a credit

Email hi@flatkey.ai within 30 days of the billing period in question with: account email, affected dates/hours, and any error logs. Credits are applied to your next invoice. Maximum credit per month is 50% of fees.

Status

Live health: app.flatkey.ai/health