1. Uptime Commitment
NemoRouter ("CloudAct Inc.") will use commercially reasonable efforts to make the Core API available with a Monthly Uptime Percentage of at least 99.9%during any monthly billing cycle (the "Service Level Commitment").
The "Core API" is defined strictly as the ability of our proxy layer to receive and process inbound requests and route them to upstream LLM providers.
2. Exclusions (Important)
Because we route to third-party APIs (e.g., OpenAI, Anthropic), our SLA covers only the NemoRouter proxy infrastructure. The SLA does not apply to any performance or availability issues that result from:
- Downtime, degraded performance, or rate-limiting caused by upstream underlying foundation model providers.
- Factors outside our reasonable control (e.g., internet outages, natural disasters, state-sponsored attacks).
- Your equipment, software or other technology.
- Use of our Services in a manner not strictly conforming with our documentation.
- Scheduled maintenance (up to 4 hours per month, announced at least 48 hours in advance via our Status Page).
3. Service Credits
If we do not meet the Service Level Commitment, you will be eligible to receive a Service Credit as described below. This Service Credit is calculated as a percentage of the total charges you paid for NemoRouter platform fees (excluding raw token costs billed on behalf of upstream providers) for the monthly billing cycle in which the uptime was not met.
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% |
| Less than 99.0% | 30% |
4. Requesting Service Credits
To receive a Service Credit, you must submit a claim to support@nemorouter.ai within 30 days immediately following the end of the affected billing cycle. The claim must include the dates and times of the outages you are claiming.
5. Tracking uptime
Current system status, historical uptime data, and incident post-mortems can be found publicly on our status page at https://nemorouter.ai/status.