This SLA applies to paid plans. The free plan is provided without an availability commitment. Enterprise customers with a signed agreement should read that agreement first — where it differs from this page, it prevails.
1. Uptime commitment
We commit to a Monthly Uptime Percentage of at least 99.5% for the Turtle AI Coworker platform, measured per calendar month.
Monthly Uptime Percentage = (total minutes in the month − Unavailable Minutes) ÷ total minutes in the month, expressed as a percentage.
1.1 What counts as unavailable
A minute is Unavailable when the platform’s core API and web application return errors for all requests, or fail to respond, for that full minute. Core functions are: authentication, the application interface, the REST API, and the ability to start an agent run.
1.2 What does not count
- Planned maintenance announced at least 7 days in advance.
- Emergency security patching, where delay would put customer data at risk.
- Failure or degradation of a model provider — OpenAI, Anthropic, Google and others. Their availability is outside our control, which is why the platform supports multiple providers and lets you fail over between them.
- Failure or degradation of a third-party service you have integrated.
- Problems caused by your configuration, your network, your credentials, or usage exceeding your plan’s limits.
- Suspension in accordance with the Terms of Service or the Acceptable Use Policy.
- Force majeure.
Slow responses, individual failed runs, and degraded performance short of total unavailability are not Unavailable Minutes. We take them seriously; they are simply not what this SLA measures.
2. Service credits
Where we miss the commitment in a calendar month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.5% but at or above 99.0% | 10% of that month’s fees |
| Below 99.0% but at or above 95.0% | 25% of that month’s fees |
| Below 95.0% | 50% of that month’s fees |
Credits are applied against your next invoice. They are capped at 100% of the fees for the affected month and are not paid in cash. Where you prepaid annually, the monthly fee is one twelfth of the annual fee.
2.1 Claiming a credit
Write to contact@turtleaicoworker.com within 30 days of the end of the affected month, with the dates and times you observed the outage. We will confirm against our monitoring and apply the credit to your next invoice. Claims made after 30 days are not eligible.
2.2 Sole remedy
Service credits are your sole and exclusive remedy for a failure to meet this uptime commitment.
3. Support response targets
Support is available Monday to Friday, 10:00–18:00 IST (excluding public holidays). Response targets are measured in business hours from when a ticket is received at contact@turtleaicoworker.com.
| Severity | Definition | First response |
|---|---|---|
| P1 | Service unavailable, or a critical function unusable with no workaround | 1 business day |
| P2 | Major function impaired, or a workaround exists but is burdensome | 2 business days |
| P3 | Minor issue, question, or feature request | 5 business days |
These are targets for a first substantive response, not resolution times. A resolution time depends on the fault, and we will not pretend otherwise. We will tell you what we know, what we are doing, and when we will next update you.
We assign severity in good faith on the facts. If you disagree with an assignment, say so and we will reconsider.
4. Planned maintenance
We give at least 7 days notice of planned maintenance by email and in-product notice. We schedule it outside Indian business hours wherever possible, and keep windows as short as we can.
5. Incidents
During an incident affecting multiple customers we post updates until it is resolved. For incidents causing more than one hour of unavailability we publish a post-incident summary within 5 business days: what happened, what caused it, and what we are changing so it does not happen again.
6. Data durability and backups
Customer data is backed up regularly, with backups retained on a rolling 24 monthscycle. Backups are encrypted at rest. Restoration from backup is available on request in a disaster scenario; this SLA does not set a formal recovery time or recovery point objective, and we will not claim one we have not tested.
7. Changes
We may update this SLA on 30 days’ notice. We will not reduce the uptime commitment or the credit schedule during a term you have already paid for.
Questions about this document? Write to legal@turtleaicoworker.com.