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Service Level Agreement (SLA)

Last updated: October 24, 2026

1. Scope

Applies to the FalaAI family services that depend on the API layer (/v1): FalaAI API and FalaAI MCP, in addition to the FalaAI Studio features that consume it, under the subscribed plan. The measurement described below is taken at the API edge.

2. Target availability (Uptime)

99.9% (three nines) monthly availability, measured at the edge of the service (FalaAI API) — equivalent to at most about 43 minutes and 49 seconds of downtime per month. This is the market standard for commercial B2B APIs and SaaS. The same measurement covers the layer that serves FalaAI Studio and FalaAI MCP: API unavailability implies unavailability of those features.

3. Measurement

Availability is measured per calendar month: (minutes in the month − unavailable minutes − scheduled maintenance minutes) ÷ (minutes in the month − scheduled maintenance minutes). A period is unavailable when the external monitor reports down (status 8/9). The error rate (HTTP 5xx) comes from the API's internal metrics (request logs, aggregated daily). Scheduled maintenance windows (item 6) and unavailability beyond the Processor's control (item 8) are not included.

4. Error rate

Less than 0.5% of valid requests may result in server errors (HTTP 5xx) per month. Client errors (4xx) are not counted.

5. Rate limiting

Each plan defines requests per minute (RPM) and concurrent requests. When the limit is exceeded, the API returns 429 — which does not constitute unavailability or an SLA breach.

6. Scheduled maintenance

Windows previously announced on the status page (preferably during low-usage hours). They do not penalize availability.

7. Service credits

Any service credit for a breach will be defined by legal on a case-by-case basis upon the event — no pre-set percentages in this document.

8. Exclusions

Force majeure, misuse of the service, Internet/third-party failures and unavailability beyond the Processor's control.

9. Status and contact

Real-time status on the status page. Questions: contato_falaai@action.tec.br.

Service Level Agreement (SLA) | FalaAI