This Service Level Agreement (“SLA”) describes the uptime commitments, definitions, and credit structures for Mataki Labs LLC (“Authpipe”) cloud services. This SLA applies only to customers on the Enterprise plan. The Free, Pro, and Scale plans are offered on a best-effort basis and are not covered by this SLA.
If you have executed a Master Services Agreement (MSA) with Authpipe, the SLA terms in your Service Order supersede this published SLA to the extent of any conflict.
1. Definitions
“Monthly Uptime Percentage” means the total minutes in a calendar month minus the minutes of Downtime, divided by the total minutes in the calendar month, expressed as a percentage.
“Downtime” means any period during which a Service is materially unavailable for reasons attributable to Authpipe’s infrastructure, as measured by Authpipe’s external monitoring systems. Downtime does not include:
- Scheduled maintenance communicated at least seventy-two (72) hours in advance via email or the Authpipe status page (https://status.authpipe.dev).
- Force majeure events including natural disasters, war, pandemics, government actions, or Internet backbone failures beyond Authpipe’s control.
- Customer-caused unavailability including issues arising from Customer’s equipment, software, network, or actions/inactions of Customer’s users.
- Third-party provider outages affecting upstream OAuth providers, API endpoints, or other services not operated by Authpipe (e.g., upstream DNS providers, third-party authentication providers), except to the extent Authpipe’s architecture could have reasonably mitigated the impact.
- Beta, preview, or experimental features not designated as generally available.
“Service Credit” means a percentage of the monthly Fees for the affected Service, credited to Customer’s account as described in Section 3.
2. Uptime Targets by Service
| Service | Uptime Target | Notes |
|---|---|---|
| Authpipe API | 99.9% | Core REST API for credential management, project configuration, and account operations. |
| Token Proxy | 99.9% | Token refresh, rotation, and proxied credential delivery endpoints. |
| Dashboard | 99.9% | The Authpipe web console at authpipe.dev for managing projects, connections, and settings. |
| Documentation (docs.authpipe.dev) | 99.95% | Static content served via CDN. Higher target reflects simpler infrastructure. |
| Status Page (status.authpipe.dev) | Best effort | The status page itself is hosted on separate infrastructure to remain available during Service outages. |
3. Service Credits
If the Monthly Uptime Percentage for a Service falls below the applicable Uptime Target in a given calendar month, Customer is entitled to a Service Credit calculated as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% to < 99.9% (or < 99.95% for CDN-hosted services) | 5% of monthly Fees for the affected Service |
| 95.0% to < 99.0% | 10% of monthly Fees for the affected Service |
| Below 95.0% | 25% of monthly Fees for the affected Service |
Credit Terms
- Service Credits must be requested in writing to support@authpipe.dev within thirty (30) days of the end of the month in which the Downtime occurred.
- Requests must include the dates and times of the Downtime and a description of the impact.
- Service Credits are applied as a credit against the next invoice. Credits are not redeemable for cash and may not be transferred.
- Service Credits may not exceed 25% of the monthly Fees for the affected Service in any calendar month.
- Service Credits are Customer’s sole and exclusive remedy for failure to meet the Uptime Target.
4. Incident Reporting
Upon Customer’s reasonable request, Authpipe will provide a written incident report for any Downtime event exceeding thirty (30) consecutive minutes, including:
- Root cause analysis
- Duration and timeline of the incident
- Affected services and regions
- Remediation steps taken
- Measures implemented to prevent recurrence
Incident reports are typically provided within five (5) business days of the request and are subject to confidentiality obligations.
5. Scheduled Maintenance
Authpipe performs routine maintenance to ensure the reliability and security of the Services. Scheduled maintenance is:
- Communicated at least seventy-two (72) hours in advance via email to account administrators and via the status page.
- Conducted during low-traffic windows when possible (typically weekends, 02:00-06:00 UTC).
- Designed to minimize or eliminate user-visible impact. Most maintenance is performed with zero downtime using rolling deployments.
Emergency maintenance (required to address critical security vulnerabilities or imminent service failures) may be performed with shorter notice. Authpipe will provide as much advance notice as is reasonably practicable under the circumstances.
6. Status Page
Real-time service status, incident history, and maintenance schedules are available at:
Customers can subscribe to status updates via email, RSS, or webhook.
7. Exclusions
This SLA does not apply to:
- Free, Pro, and Scale plans (offered on a best-effort basis).
- Beta, preview, or experimental features.
- Services suspended pursuant to the Terms of Service or MSA.
- Downtime caused by Customer’s actions or inactions.
- Conditions described in the Downtime exclusions in Section 1.
8. Changes
Authpipe may update this SLA from time to time. Changes will not reduce the Uptime Target or Service Credit percentages during a Customer’s current subscription period. Changes take effect for new subscriptions and upon renewal of existing subscriptions.
9. Contact
Questions about this SLA or Service Credit requests should be directed to support@authpipe.dev.