Service Level Agreement
Last updated: 2026-05-11
Agreement scope: This page describes SeaLink's service-level framework for contracted customers. Availability targets, measurement, exclusions, and remedies apply only when written into an order form or master services agreement.
1. Availability target
Self-serve accounts do not include a fixed uptime commitment. Contracted accounts may define a monthly availability target for SeaLink API endpoints (https://test.sealink.io) in the order form.
2. Measurement
SeaLink measures service state using internal request logs, health probes, and /status availability signals. Third-party monitoring or monthly reports for contracted customers should be specified in the order form.
3. Excluded events
- Planned maintenance announced ≥ 72 hours in advance (≤ 4 hours / month)
- Model provider outages (Anthropic / OpenAI / Alibaba / ByteDance etc.)
- Rate-limited 429 responses when Customer exceeds plan RPM/TPM
- 402 responses due to insufficient Customer balance
- Internet backbone / DNS / Customer's local network failures
- Force majeure (natural disaster, war, government order)
4. Service credits
| Account type | Remedy |
|---|---|
| Self-serve | No automatic service credits |
| Contracted accounts | As defined in the order form or master services agreement |
Unless a contract says otherwise, SeaLink does not promise automatic SLA-credit calculation or issuance. Token cost, upstream provider outages, and customer configuration issues are generally excluded from service credits.
5. How to claim
If your contract includes service credits, email contact@sealink.io with the affected time window, request IDs, and account details. SeaLink will review under the contracted measurement terms.
6. Sole remedy
When a contract defines service credits, those credits are generally the customer's sole remedy for service-level misses; liability limits are governed by the master services agreement.