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Service Level Agreement (SLA)
Last Updated: November 2025
Summary: BellyFly commits to maintaining high availability and performance standards for our Partner API,
with uptime guarantees ranging from 95% to 99.99% depending on your subscription tier.
1. Uptime Commitment
1.1 Uptime Guarantees by Tier
| Tier |
Monthly Uptime |
Max Downtime/Month |
Service Credit |
| Starter |
95.0% |
~36 hours |
10% if below 95% |
| Professional |
99.9% |
~43 minutes |
25% if below 99.9% |
| Enterprise |
99.99% |
~4 minutes |
50% if below 99.99% |
1.2 Uptime Calculation
Uptime is calculated as the percentage of time the API is available and responsive during a calendar month.
Scheduled maintenance windows (announced 7 days in advance) are excluded from uptime calculations.
2. Performance Commitments
2.1 Response Time Targets
| Endpoint Type |
P95 Response Time |
P99 Response Time |
| GET Endpoints (Data retrieval) |
< 200ms |
< 500ms |
| POST Endpoints (AI generation) |
< 2 seconds |
< 5 seconds |
2.2 Rate Limits
| Tier |
Requests/Minute |
Burst Limit |
| Starter |
100 |
150 |
| Professional |
500 |
750 |
| Enterprise |
Custom |
Custom |
3. Support Response Times
3.1 Support Tiers
| Priority Level |
Starter |
Professional |
Enterprise |
P1 - Critical
(API completely down) |
24 hours |
2 hours |
30 minutes |
P2 - High
(Major functionality impaired) |
48 hours |
8 hours |
2 hours |
P3 - Medium
(Minor issues or questions) |
5 business days |
2 business days |
1 business day |
P4 - Low
(General inquiries) |
10 business days |
5 business days |
2 business days |
3.2 Support Channels
- Starter: Email support (partnerships@bellyfly.app)
- Professional: Email + Priority queue + Dedicated Slack channel
- Enterprise: Email + Phone + Slack + Dedicated account manager
4. Scheduled Maintenance
We perform scheduled maintenance as needed to improve service quality. We will:
- Provide 7 days advance notice for scheduled maintenance
- Schedule maintenance during low-traffic periods (typically Sunday 2-4 AM EST)
- Limit scheduled downtime to 4 hours per month maximum
- Provide status updates during maintenance windows
5. Service Credits
5.1 Eligibility
If we fail to meet uptime commitments, you may be eligible for service credits:
- Credits are calculated as a percentage of monthly subscription fees
- Credits must be requested within 30 days of the incident
- Credits are applied to future invoices (not cash refunds)
- Maximum credit per month is 50% of subscription fee
5.2 Exclusions
Uptime guarantees do not apply to downtime caused by:
- Factors outside our reasonable control (force majeure)
- Issues with your network, systems, or implementation
- Scheduled maintenance (with proper notice)
- Your violation of these Terms or acceptable use policy
- Third-party service failures (beyond our infrastructure)
6. Incident Management
6.1 Incident Notification
For significant outages (affecting >20% of partners), we will:
- Post status updates at status.bellyfly.app (coming soon)
- Send email notifications to technical contacts
- Provide estimated time to resolution
- Issue post-incident reports for major outages
7. Data Backup and Recovery
We maintain the following data protection measures:
- Daily automated backups of all API data
- 30-day backup retention period
- Geo-redundant storage across multiple Azure regions
- Recovery Time Objective (RTO): 4 hours for Professional, 1 hour for Enterprise
- Recovery Point Objective (RPO): 24 hours for all tiers
8. Security Commitments
We maintain enterprise-grade security including:
- TLS 1.3 encryption for all API communications
- Encrypted data at rest using AES-256
- Regular security audits and penetration testing
- SOC 2 Type II compliance (in progress)
- 24/7 security monitoring and threat detection
9. Change Management
9.1 API Versioning
We follow semantic versioning for the API:
- Major versions: Breaking changes (minimum 6 months notice, 12 months deprecation period)
- Minor versions: New features, backward compatible (30 days notice)
- Patch versions: Bug fixes, no notice required
9.2 Deprecation Policy
When we deprecate features or endpoints:
- Minimum 12 months notice for Professional and Enterprise
- Minimum 6 months notice for Starter tier
- Migration guides and support provided
- Legacy endpoints remain functional during deprecation period
10. Monitoring and Reporting
Partners have access to:
- Basic Analytics: All tiers - Monthly usage reports, credit consumption, error rates
- Advanced Analytics: Professional/Enterprise - Real-time dashboards, detailed logs, custom reports
- API Health Dashboard: Coming soon - Public status page with real-time uptime metrics
11. Service Credit Request Process
To request service credits for SLA violations:
- Email partnerships@bellyfly.app within 30 days of the incident
- Include: Account ID, incident date/time, description of impact
- We will investigate and respond within 5 business days
- Approved credits are applied to your next invoice
12. SLA Review and Updates
This SLA is reviewed quarterly and may be updated with 60 days notice to partners.
Material changes will be communicated via email.
13. Contact for SLA Questions
For questions about this SLA or to report service issues:
Email: partnerships@bellyfly.app
Phone: (Available for Professional and Enterprise tiers)
Status Page: status.bellyfly.app (coming soon)
Note: This SLA applies to the BellyFly Partner API services only.
For questions about specific incidents or to request service credits, please contact our partnerships team.
This Service Level Agreement is effective as of November 2025 and applies to all BellyFly Partner API subscriptions.