Service Level Agreement
This is an unreviewed engineering stub. The wording is not legal advice and is not binding. Every [BRACKETED]item needs counsel's input. It is not enforced against customers until reviewed and this banner is removed.
This document is a draft pending final legal review. It reflects our current practices and is provided for transparency.
Effective date: 2026-06-01 · Version: 2026.06.01-draft
This Service Level Agreement ("SLA") applies to paid Plans (Pro, Premium, Scale) during the paid term. The Free plan and beta/preview features are provided without an SLA.
Uptime commitment
Agent Dojo will use commercially reasonable efforts to make the Service available at or above the monthly target for your Plan:
| Plan | Monthly uptime target |
|---|---|
| Pro | 99.5% |
| Premium | 99.9% |
| Scale | 99.95% |
Measurement
"Monthly Uptime Percentage" = (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the month, × 100. "Downtime" means sustained unavailability of the core Service (sign-in, authoring, and placing a scored Roleplay) as measured by Agent Dojo's monitoring, excluding the Exclusions below.
Exclusions
Downtime does not include unavailability caused by: (a) scheduled maintenance for which we give at least 48 hours' notice; (b) emergency maintenance; (c) force majeure (per the Terms); (d) factors outside our reasonable control, including the Customer's networks, devices, or third-party services not contracted by us; (e) the Customer's misuse or breach of the Terms/AUP; or (f) beta/preview features.
Service credits
If the Monthly Uptime Percentage falls below your Plan's target, you may request a service credit applied to a future invoice:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below target but ≥ 99.0% | 10% of that month's fees |
| Below 99.0% but ≥ 95.0% | 25% of that month's fees |
| Below 95.0% | 50% of that month's fees |
To claim, email support@agentdojo.atlassian.net within 30 days after the end of the affected month with the dates/times and affected functionality. Service credits are non-refundable, may not be exchanged for cash, and are the Customer's sole and exclusive remedy for any availability shortfall. Total credits in a month will not exceed 50% of that month's fees.