Service level agreement

Effective: August 2025.

1. Scope

This agreement describes availability and support commitments. It applies to paying customers, and it can be extended for Enterprise with additional terms. Live status: https://status.merki.dev.

2. Availability target

The monthly availability target is 99.9%, measured per model endpoint. Only models with a measured uptime value in the model catalog are covered. Where a model has n/a for uptime, no target is offered for that model yet.

3. How availability is measured

Availability is the fraction of valid requests that return a successful response, per endpoint, per calendar month.
Measurement excludes scheduled maintenance (announced 72h+ ahead), customer errors (including 4xx and rate limits), and provider outages on BYOK routes.

4. Support

Standard support: first response within 1 business day via support@merki.dev.
Enterprise support: first response within 1 hour, 24/7, via enterprise@merki.dev.
Security reports: acknowledgment within 2 business days via security@merki.dev.

5. Remedies

Where the target is missed on a covered endpoint, customers may claim service credits on monthly spend for the affected endpoint, in exclusive bands: 10% for availability below 99.9% down to 99.5%, 25% for availability below 99.5% down to 99.0%, and 50% for availability below 99.0%. Claims must be filed within 30 days via billing@merki.dev with the endpoint and month. Credits are applied to the account, not refunded in cash. Service credits are the sole remedy for availability failures.

6. Exclusions

This agreement does not cover BYOK provider outages, customer misconfiguration, force majeure, or models without a measured uptime value.