Last Updated: January 2026
1. Scope of This SLA
This Service Level Agreement (“SLA”) applies only to the TrueFoundry-managed AI Gateway Control Plane, including:
Gateway APIs
Routing & governance control plane
Observability & management interfaces
Prompt, guardrails, and MCP control surfaces
This SLA does NOT apply to:
Customer-managed VPC, on-prem, or air-gapped deployments
Upstream LLM or tool providers (OpenAI, Anthropic, AWS, etc.)
Customer application code or infrastructure
2. Definitions
| Term |
Definition |
|
Service
|
The TrueFoundry AI Gateway Control Plane operated by TrueFoundry
|
|
Applicable Month
|
A calendar month (UTC)
|
|
Downtime
|
A minute during which the Service is unavailable or materially degraded
|
|
Scheduled Maintenance
|
Maintenance announced ≥72 hours in advance
|
|
Monthly Uptime Percentage
|
Availability calculated per Section 4
|
|
Service Credit
|
A percentage credit applied to future invoices
|
|
Service Fees
|
Monthly fees paid for the AI Gateway Service
|
3. Service Availability Commitment
3.1 Uptime Targets (Control Plane Only)
| Plan
|
Monthly Uptime Commitment |
|
Developer
|
Best effort (no SLA)
|
|
Pro
|
Best effort (no SLA)
|
|
Pro Plus
|
99.9%
|
|
Enterprise
|
99.99%
|
4. Uptime Measurement & Calculation
4.1 What Counts as Downtime
A minute is counted as Downtime if either of the following conditions is met:
Downtime is measured using TrueFoundry’s internal monitoring and request telemetry.
4.2 Monthly Uptime Formula
Monthly Uptime Percentage =
((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes inMonth) × 100
Example:
30-day month = 43,200 minutes
99.99% SLA allows up to 4.32 minutes of Downtime
5. Scheduled Maintenance
Notice: ≥72 hours advance notice
Major upgrades: ≥7 calendar days notice
Preferred window: Low-traffic hours (typically weekends)
Designed for zero-downtime deployments whenever possible
Scheduled Maintenance does not count toward Downtime.
6. Emergency Maintenance
TrueFoundry may perform emergency maintenance to address:
Security vulnerabilities
Data integrity risks
Platform-wide incidents
Emergency maintenance counts toward Downtime only if it causes >30 minutes of actual unavailability.
7. Service Credits
A Service Credit is a monetary credit applied to a future invoice, calculated as a percentage of the monthly fees paid for the TrueFoundry AI Gateway Control Plane for the affected calendar month.
Service Credits:
Are applied to future invoices only
Are not refundable and not redeemable for cash
Are non-transferable
Are capped at 100% of the monthly AI Gateway Service Fees
7.1 Eligibility
Service Credits apply only to Pro Plus and Enterprise customers with active paid subscriptions.
7.2 Service Credit Table
Enterprise (99.99% SLA)
| Monthly Uptime Percentage
|
Service Credit |
|
≥99.0% but <99.99%
|
10%
|
|
≥95.0% but <99.0%
|
25%
|
|
<95.0%
|
50%
|
Pro Plus (99.9% SLA)
| Monthly Uptime Percentage
|
Service Credit |
|
≥99.0% but <99.9%
|
10%
|
|
≥95.0% but <99.0%
|
25%
|
|
<95.0%
|
50%
|
Maximum credit: 100% of monthly Service Fees.
7.3 Credit Request Process
- 1. Submit request within 30 days of the affected month
- Include
- Account Name
- Impacted month
- Incident description
- Submit via:
- Credits applied to next invoice (No cash refunds)
8. Support & Incident Response
8.1 Incident Severity Levels
| Severity
|
Description |
|
P1
|
Complete service outage or security breach
|
|
P2
|
Major feature unavailable, no workaround
|
|
P3
|
Partial degradation with workaround
|
|
P4
|
Minor issue or inquiry
|
8.2 Response Targets
| Severity |
Pro Plus |
Enterprise |
|
P1
|
4 hours
|
2 hours
|
|
P2
|
8 hours
|
4 hours
|
|
P3
|
2 business days
|
1 business day
|
|
P4
|
4 business days
|
2 business days
|
9. Exclusions
Downtime does not include issues caused by:
Upstream LLM or tool providers
Customer misconfiguration or misuse
Force majeure events
Customer network failures
Customer-managed infrastructure
Beta or preview features
Exceeding documented limits without notice
10. Data & Security
Encrypted in transit (TLS 1.2+) and at rest
SOC 2 Type II compliant
GDPR compliant
RBAC, SSO, audit logs (tier-dependent)
No training on customer data
11. Governing Terms
This SLA is incorporated into the Master Subscription Agreement
SLA credits are the sole and exclusive remedy
TrueFoundry may update this SLA with 30 days notice
12. Contact Information
