Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to the TrueEntropy REST API service at api.trueentropy.net for paid subscription tiers. Free tier accounts are not covered by this SLA.

2. Uptime Commitment

Tier	Monthly Uptime	Max Downtime/Month
Developer	99.5%	3h 39m
Pro	99.9%	43m 50s
Business	99.95%	21m 55s
Enterprise	99.99%	4m 23s

"Uptime" is measured as the percentage of total minutes in a calendar month during which the API returns valid responses (HTTP 2xx/4xx) to properly authenticated requests.

3. Response Time Targets

Metric	Target
p50 response time	< 15ms
p95 response time	< 50ms
p99 response time	< 100ms
Batch endpoint (100K values)	< 500ms

4. Exclusions

The following are excluded from uptime calculations:

• Scheduled maintenance (announced 72 hours in advance via dashboard and email)
• Force majeure events
• Issues caused by customer's infrastructure, network, or misuse
• IBM Quantum hardware outages beyond our control
• Sandbox environment availability

Note: Entropy pool architecture ensures API availability even during IBM Quantum outages - pre-generated entropy continues serving requests from the warm pool and cold reserve.

5. Service Credits

Monthly Uptime	Credit
Below SLA but ≥ 99.0%	10% of monthly fee
Below 99.0% but ≥ 95.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

Credits must be requested within 30 days of the incident. Credits are applied to future invoices and are non-refundable.

6. Monitoring & Reporting

Real-time system status is available at status.trueentropy.net. The Developer Dashboard displays current API health, entropy pool depth, IBM Quantum backend status, and QuBitLang compiler version.

7. Support Response Times

Severity	Developer	Pro	Business	Enterprise
Critical (API down)	24h	4h	1h	15m
High (degraded)	48h	8h	4h	1h
Normal	5 days	2 days	1 day	4h

8. Contact

SLA enquiries: support@trueentropy.net