Service Level Agreement

1. Scope

Eridian is a product of RENEDOR LLC. This Service Level Agreement (the "SLA") is offered by RENEDOR LLC ("Company") to customers with a paid subscription to Eridian (the "Service") under the Terms of Service or other master agreement (the "Agreement"). This SLA does not apply to free, beta, or documentation-only access.

2. Uptime Commitment

The Company commits to 99.95% Monthly Uptime Percentage for the Inference API, measured at the Eridian gateway, excluding SLA Exclusions.

Enterprise customers that purchase a dedicated pipeline described in an Order Form receive a 99.99% Monthly Uptime Percentage commitment for that dedicated pipeline.

Monthly Uptime Percentage = (Total Minutes in the calendar month minus Downtime minutes minus Excluded Minutes) / (Total Minutes minus Excluded Minutes) x 100.

"Downtime" means a period in which the Inference API returns HTTP 500 or 503 errors, or fails to accept authenticated requests, for more than five (5) consecutive minutes, as measured by the Company's independent synthetic monitors from at least two regions. Partial degradation, elevated latency below the Latency Commitment, or errors caused by invalid Customer requests are not Downtime.

3. Latency Commitment

The Company targets p99 latency under 2,000 milliseconds for non-streaming inference requests that complete successfully, and p99 time-to-first-token under 500 milliseconds for streaming requests, in each case measured at the Eridian gateway and excluding model-provider generation time beyond the gateway, Customer-side network delay, and RAG retrieval when Customer-configured indexes exceed documented size limits.

Failure to meet the Latency Commitment in a month entitles Customer to the same credit that would apply to 99.0-99.94% uptime for that month, unless a higher credit is already due for Downtime. Latency credits and uptime credits in the same month are not stacked; the higher credit applies.

4. Service Credits

If Monthly Uptime Percentage falls below the applicable commitment, Customer is entitled to a service credit against the subscription fees for the affected Service in that month, as follows:

• 99.00% to 99.94% (or, for dedicated pipeline, 99.00% to 99.98%): 5% credit
• 95.00% to 98.99%: 15% credit
• Below 95.00%: 25% credit

5. Credit Claims and Application

Credits are Customer's sole and exclusive remedy for the Company's failure to meet this SLA. Credits are applied to the next invoice and are not payable in cash. Total credits in a month shall not exceed 25% of that month's subscription fees for the affected Service.

Customer must claim a credit within thirty (30) days after the end of the affected month by writing to contact@geteridian.com with the dates, times, and a reasonable description of the incident. The Company will confirm against its monitors. Untimely claims are waived.

6. Support Response Times

Support response times are measured during the coverage window in the Order Form (default: 24x5, Sunday 22:00 UAE time through Friday 22:00 UAE time) from the Company's receipt of a ticket:

• Enterprise: 4 hours (critical), 8 hours (major), 24 hours (minor)
• Growth: 8 hours (critical), 24 hours (major), 48 hours (minor)

7. Maintenance

Scheduled maintenance will be announced at least seven (7) days in advance on the status page and, for maintenance expected to exceed fifteen (15) minutes of Downtime, by email to workspace administrators. Emergency maintenance may be performed with as much notice as practicable. Scheduled maintenance within the announced window is an SLA Exclusion.

8. SLA Exclusions

Downtime and latency failures do not count toward this SLA to the extent caused by:

• Force majeure, including war, terrorism, epidemic, failure of public internet or power, or embargo.
• Customer's systems, credentials, configuration, exceeding rate limits, or use of undocumented APIs.
• Model provider outages, rate limits, or policy refusals outside the Company's reasonable control, unless the Company failed to fail over to an available configured fallback.
• Beta or experimental models and features marked as such.
• Scheduled maintenance windows, or suspensions permitted under the Agreement (including non-payment or Acceptable Use violations).
• A denial-of-service attack, except to the extent the Company failed to maintain commercially reasonable defensive measures.

9. Status

Component health and incident history are published on the Eridian status page on this website. Status descriptions are informational and do not modify this SLA.

10. Changes

The Company may update this SLA on thirty (30) days' notice. If an update materially reduces the uptime commitment during a paid term, Customer may remain on the prior SLA until the end of that term. Questions: contact@geteridian.com.