Our Commitments to You

1. Delivery Timeline Commitment

ApiHost targets delivery of your completed API backend within the following timeframes, measured from the date of Service Agreement execution and activation of your Stripe subscription:

• Standard projects (single-service backend, auth, standard CRUD endpoints, basic integrations): target delivery within 7 business days.
• Simple projects (basic auth + CRUD, minimal integrations): may be delivered in as few as 3–5 business days.
• Complex projects (multi-service architecture, advanced AI integrations, microservices, extensive third-party connections): estimated delivery of 2–3 weeks, confirmed in your Service Agreement.

Delivery timelines are contingent on timely communication and cooperation from the Client, including the provision of complete project specifications, prompt responses to clarification requests, and approval of scope documents within 24 hours of receipt.

Where ApiHost anticipates that a delivery target cannot be met, we will notify you through your dashboard or by email as soon as practicable, with a revised estimated delivery date and the reasons for the delay.

2. Platform Uptime Commitment

ApiHost commits to a 99.9% monthly uptime target for all live API containers managed under an active Service Agreement. This equates to a maximum of approximately 43.8 minutes of unplanned downtime per month.

Uptime is calculated as the percentage of total minutes in a calendar month during which your API container is accessible and responding to requests, excluding scheduled maintenance windows.

Exclusions from uptime calculation

• Scheduled maintenance windows (notified at least 24 hours in advance via your dashboard).
• Downtime caused by factors outside ApiHost's reasonable control, including third-party provider outages (AWS, Cloudflare), internet backbone failures, or force majeure events.
• Downtime resulting from Client-initiated actions, including modifications to your container environment or API configuration made without ApiHost involvement.
• Downtime caused by Denial of Service attacks or other malicious activity directed specifically at your application.

3. Technical Support

All technical support is provided through your client dashboard and via email. ApiHost does not offer telephone or live chat support. All conversations are logged within your dashboard, creating a clear, auditable record of every interaction.

Support is available during standard business hours. We monitor for critical issues outside business hours, but response times for non-critical matters outside these windows may extend to the next business day.

Support priority levels & response targets

Priority	Definition	Response Target	Resolution Target
Critical	Live API container is completely unavailable or a core authentication/data function is non-operational, affecting all end users.	Within 24 hours	Best effort; typically 24–48 hours depending on complexity.
High	Significant degradation to a key API function. The system is operational but a critical feature is impaired.	Within 48 hours	Best effort; typically 2–5 business days.
Standard	Non-critical issues, general questions, minor bugs, feature clarifications, and documentation requests.	Within 48 business hours	Addressed in the next scheduled maintenance or sprint cycle.

Response time is measured from the point at which a support request is received through your dashboard or email, during business hours. ApiHost will acknowledge all support requests and provide a priority classification within the response target.

4. Scope of Support

ApiHost technical support covers issues directly related to the infrastructure, code, and integrations delivered as part of your Service Agreement. The following are within the standard support scope:

• API container availability and performance issues.
• Bugs in endpoints or business logic as originally specified and delivered.
• Database connectivity, backup verification, and migration issues.
• Third-party integration failures caused by infrastructure or configuration changes on ApiHost's side.
• SSL certificate renewals and security patch deployment.

The following are outside standard support scope and may be addressed under a separate change request:

• New feature development or changes to original specification.
• Issues caused by Client modifications to the codebase or container environment.
• Third-party service outages (e.g. Stripe, SendGrid, OpenAI) that are not within ApiHost's control.
• Client-side application issues, including frontend code or mobile app integrations.

5. Scheduled Maintenance

ApiHost performs periodic maintenance on shared infrastructure components (network, base container images, security patches). Scheduled maintenance that may affect your API availability will be communicated via your dashboard and email with a minimum of 24 hours' notice.

Wherever possible, scheduled maintenance is performed during low-traffic periods (typically between 02:00–06:00 UTC on weekday nights) and is targeted to complete within 30 minutes.

6. SLA Credits

Where ApiHost fails to meet the uptime commitment in a given calendar month, Clients are eligible to request a service credit against their next invoice. Credits are calculated as follows:

• Uptime between 99.0%–99.9%: credit equivalent to 5% of that month's subscription fee.
• Uptime between 95.0%–98.9%: credit equivalent to 10% of that month's subscription fee.
• Uptime below 95.0%: credit equivalent to 25% of that month's subscription fee.

Credits must be requested through your client dashboard within 15 days of the end of the affected month. Credits are applied to future invoices and are not redeemable for cash. SLA credits are the sole remedy for uptime failures and do not affect your other rights under the Service Agreement.

7. Client Responsibilities

To enable ApiHost to meet its SLA commitments, Clients agree to:

• Provide accurate and complete project specifications at the outset of the engagement.
• Respond to clarification requests from ApiHost within 2 business days.
• Not make unauthorised modifications to container environments, deployed code, or database configurations without prior written agreement from ApiHost.
• Report issues promptly through the dashboard, including as much detail as possible to facilitate efficient diagnosis.
• Maintain an active Stripe subscription throughout the engagement.

8. Communication Channels

All client-to-support communication takes place through the following channels:

• Client Dashboard: the primary channel for all project updates, support requests, contract documents, and billing information. All conversations are logged and accessible to both parties.
• Email: automated notifications for key events (project status updates, new messages, payment confirmations) are sent to your registered email address. You may also initiate support contact by email, which will be logged to your dashboard.
• Discord Community: for general questions, pre-sales enquiries, and community engagement, visit discord.gg/CdQRD6NS8t. Discord is not monitored for formal support requests and does not form part of the SLA.

9. SLA Amendments

ApiHost may update this SLA from time to time. Changes will be communicated via your dashboard and email with reasonable notice. Continued use of the service following notification of changes constitutes acceptance of the updated SLA terms. Material changes will not take effect until the start of your next billing cycle.