Service Level Agreement

The SLA covers these hosted services for the workspaces named in your order form:

• the hosted API reference (latitude10.tech/r/…), including its embed;
• hosted docs (latitude10.tech/docs/… and your custom domains);
• the hosted MCP endpoint (latitude10.tech/mcp/…);
• the registry API for CI (latitude10.tech/api/registry/v1).

The workspace pages, the website, previews, labs and anything marked beta aren't covered.

We aim for each covered service to be available at least 99.9 % of each calendar month (“Monthly Uptime”). Monthly Uptime is the share of the month's 5-minute windows in which our probes, run from outside our cloud provider, got a correct answer from the service. A window counts as down when its probe failed and a second probe within the next 5 minutes also failed. A window with no probe counts neither way.

The results are published on our status page, https://status.latitude10.tech, and are what the SLA is measured by.

• Your own systems: your API, your identity provider, your DNS, and your network.
• Maintenance we announce at least 48 hours ahead, up to 4 hours a month.
• Requests over your plan's quotas, or refused under the Terms' acceptable use rules.
• Features you turned off, or misconfigured against our documentation.

If a covered service's Monthly Uptime is below the commitment, you can claim a credit on that month's fee for the plan:

• below 99.9 %: 10 %
• below 99 %: 25 %
• below 95 %: 50 %

Claim it by email to jorge@latitude10.tech within 30 days after the month ends. The credit applies to your next invoice, isn't paid in cash, and the credits for a month never exceed 50 % of its fee. Service credits are your only remedy for missing the uptime commitment.

Support is by email to jorge@latitude10.tech and in a shared channel we set up with you, during business hours: 09:00 to 18:00, Monday to Friday, Buenos Aires time (UTC−3), except public holidays listed in your order form. A response is a first reply from a person, not an automatic one. There is no round-the-clock support.

• Severity 1: A covered service is down or unusable in production. First response within 4 business hours.
• Severity 2: A covered service is degraded, or a feature is down with a workaround. First response within 1 business day.
• Severity 3: A question, a request, or a problem with little effect on production. First response within 2 business days.

For a severity 1 incident, we publish a written account on the status page within 5 business days of it ending.

The Terms of Service apply to everything this SLA doesn't say, including the governing law of the State of Wyoming, United States. We may update this SLA, but an update never lowers what applies to you before your order form's current term ends.