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Service Level Agreement

Effective: March 2026 · Applies to all paid plans

Uptime Commitments

PlanMonthly Uptime Target
Free / TrialBest effort (no SLA)
Lifetime Core99.0%
Economy99.0%
Optimized99.5%
Lifetime Pro99.5%
Premium99.9%

Uptime is measured as the % of minutes per calendar month during which the core chat API returns non-5xx responses.

Support Response Times

SeverityDescriptionFirst Response
P0 — CriticalPlatform unavailable2 hours
P1 — HighCore feature broken8 business hours
P2 — MediumDegraded experience24 business hours
P3 — LowMinor issue / question3 business days

Business hours: Mon–Fri, 09:00–18:00 CET

Service Credits

Uptime AchievedCredit
98.0% – 99.0%10% of monthly fee
95.0% – 98.0%25% of monthly fee
< 95.0%50% of monthly fee

Credits must be requested within 30 days via hello@zerolimitai.com. Lifetime plan holders receive equivalent additional message quota.

Data Backup

  • Recovery Point Objective (RPO): 24 hours
  • Recovery Time Objective (RTO): 4 hours
  • Backup retention: 30 days rolling

Exclusions

  • Third-party AI provider outages (OpenAI, Anthropic, etc.)
  • Scheduled maintenance (announced 24h in advance)
  • Force majeure events
  • Issues caused by the user's own integrations or API usage

Questions? hello@zerolimitai.com

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