1. Uptime Commitment
NemoRouter ("CloudAct Inc.") will use commercially reasonable efforts to make the Core API available with a Monthly Uptime Percentage of at least 99.9%during any monthly billing cycle (the "Service Level Commitment").
The "Core API" is defined strictly as the ability of our proxy layer to receive and process inbound requests and route them to upstream LLM providers.
2. Exclusions (Important)
Because we route to third-party APIs (e.g., OpenAI, Anthropic), our SLA covers only the NemoRouter proxy infrastructure. The SLA does not apply to any performance or availability issues that result from:
- Downtime, degraded performance, or rate-limiting caused by upstream underlying foundation model providers.
- Factors outside our reasonable control (e.g., internet outages, natural disasters, state-sponsored attacks).
- Your equipment, software or other technology.
- Use of our Services in a manner not strictly conforming with our documentation.
- Scheduled maintenance (up to 4 hours per month, announced at least 48 hours in advance via our Status Page).
3. Service Credits
If we do not meet the Service Level Commitment, you will be eligible to receive a Service Credit as described below. This Service Credit is calculated as a percentage of your Service Credit Basis for the monthly billing cycle in which the uptime was not met.
Your Service Credit Basis depends on your plan, so that every plan has a real, non-zero basis to apply the percentage against:
- Pay As You Go: the total NemoRouter platform fees you paid that cycle (excluding raw token costs billed on behalf of upstream providers).
- Pro: your Pro subscription fee for that cycle (the $50 monthly charge, or the monthly-equivalent share of your $500 annual plan) — Pro carries a 0% platform fee, so the subscription fee is the basis instead.
- Enterprise: the minimum monthly commitment fee set out in your Enterprise order form — Enterprise pricing is custom and may also carry a 0% platform fee, so the negotiated commitment fee is the basis instead.
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% |
| Less than 99.0% | 30% |
4. Requesting Service Credits
To receive a Service Credit, you must submit a claim to support@nemorouter.ai within 30 days immediately following the end of the affected billing cycle. The claim must include the dates and times of the outages you are claiming.
Sole and exclusive remedy. Service Credits are your sole and exclusive remedy for any failure of the Services to meet the Service Level Commitment or for any unavailability, non-performance, or degraded performance of the Services. Service Credits are not refunds, carry no cash value, are non-transferable, and may only be applied against future amounts owed under your plan (platform fees, your Pro subscription fee, or your Enterprise commitment fee, as applicable). CloudAct Inc. has no other liability of any kind for downtime or availability failures, as set out in the Terms of Service.
5. Tracking uptime
Our current system-status posture is published on our status page at https://nemorouter.ai/status. The board reflects the operational posture as of its snapshot date — a live, server-backed feed with continuous historical uptime data is on our roadmap. Post-mortems for major (P0/P1) incidents are published in our changelog within 7 days.