Service level agreement

This Service Level Agreement (“SLA”) is part of the Terms of Service between you and Roushan, Inc.(Dover, Delaware; operator of AIgateway / AI Gateway). It applies to paid accounts. Free-tier usage is delivered on a best-effort basis without any service credit.

1. Target

We target 99.99% monthly availability of the AIgateway API routing layer measured at api.aigateway.sh.

2. How we measure

Monthly Availability = (TotalRequests − FailedRequests) / TotalRequests × 100, where:

• TotalRequests = all requests to api.aigateway.sh during the calendar month, excluding requests rejected as 4xx due to customer error (authentication, malformed request, quota, etc.).
• FailedRequests = requests that returned a 5xx response attributable to the AIgateway routing layer, or that failed to connect for reasons within our control.

3. Service credits

If we miss the target in a given month, you are entitled to a service credit as follows:

Credits are applied to future invoices. They cannot exceed the fees actually paid for the affected month, cannot be exchanged for cash, and are your sole and exclusive remedy for a missed availability target.

4. Exclusions

The following do not count as FailedRequests and are not covered by this SLA:

• Scheduled maintenance announced at least 72 hours in advance on aigateway.sh/status.
• Emergency maintenance needed to patch a security vulnerability.
• Outages, errors, degradations, or rate-limits originating at the upstream model provider you selected — we relay these errors but they are not attributable to our routing layer.
• Failures caused by your code, credentials, quota, or configuration; DNS or network issues between you and our edge; or your use of Beta/Preview features (which are provided as-is).
• Force majeure events described in the Terms.
• Abuse by you or a third party that causes us to suspend your account.

5. Response time and support

For Pro customers, production-blocking support requests receive a first response within 24 business hours. Enterprise customers may negotiate stricter response and resolution commitments in their order form, including 24/7 on-call, dedicated channels, and defined escalation paths.

6. Claim process

To claim a service credit, email sla@aigateway.sh within 30 days of the end of the affected month with (a) your organization ID, (b) a summary of the outage, and (c) representative request IDs. We respond within 10 business days with our determination and, if approved, the credit amount and the invoice it will apply against.

7. Enterprise addenda

Enterprise customers may execute a separate SLA amendment that supersedes portions of this document — including higher targets (99.999%), faster response times, single-tenant infrastructure, and BYO-provider routing guarantees. Contact enterprise@aigateway.sh.

8. Changes

We may update this SLA as the platform matures. Material reductions require 30 days' notice via email and the changelog.

9. Contact

SLA claims: sla@aigateway.sh
Status + incidents: aigateway.sh/status
Mailing address: Roushan, Inc., 1111b S Governors Ave, STE 55131, Dover, DE 19904, USA.