This SLA sets out the availability commitment RASTELITA UAB gives for the CortexForge Service at https://cortexforge.cloud, and the service credits you may claim where we fall short. It forms part of the Terms & Conditions.
1. What this SLA covers
The SLA applies to the generally-available paid functionality of the Service — signing in, viewing your token balance, submitting jobs across the supported tools (text, code, imagery, music, audio, video and analysis) and receiving Output — together with access to the REST API where it is offered. It does not cover free-tier usage, features labelled as beta, experimental or preview, the quality or accuracy of AI Output, or any third-party services you choose to connect.
2. Availability commitment
We target a Monthly Uptime Percentage of at least 99.5% for the covered Service. It is calculated as (Total Minutes in the calendar month − Downtime Minutes) ÷ Total Minutes in the month. A minute is considered "Available" when a typical request through the platform or the API can be completed within a reasonable time.
3. What is not counted as Downtime
The following events do not count as Downtime and do not entitle you to service credits:
• planned maintenance announced at least 48 hours in advance, capped at 8 hours per calendar month;
• emergency maintenance carried out to close a security vulnerability or contain an imminent risk;
• interruptions caused by upstream third parties — AI model providers, hosting, DNS, payment providers, the public internet;
• force majeure — natural disasters, war, civil unrest, government action, general internet outages;
• problems attributable to your configuration, misuse of the API, exhausted quotas or breaches of the AUP;
• denial-of-service attacks and other malicious traffic that we make reasonable efforts to mitigate;
• features labelled beta, experimental, preview or made available free of charge;
• suspensions applied under the Terms & Conditions or the AUP.
4. Service credits
Where the Monthly Uptime Percentage in a given month falls below the target, and none of the exclusions above apply, you may claim service credits added to your token balance on the following scale:
• 99.0% up to but not including 99.5% — 5% of the tokens you spent that month;
• 95.0% up to but not including 99.0% — 10% of the tokens you spent that month;
• below 95.0% — 25% of the tokens you spent that month.
Service credits are non-transferable, have no cash value and cannot be exchanged for a money refund. The monthly credit is capped at the tokens you actually spent during that month.
5. Claiming
Send a claim to [email protected] within thirty days of the end of the affected calendar month, providing the account email, the dates and approximate times of the incidents you rely on, and a short description of how they affected your work. Accepted claims are credited within fifteen business days of acceptance. Claims filed late or without sufficient detail cannot be processed.
6. Sole remedy
To the maximum extent allowed by law, the service credits described above are your sole and exclusive remedy for any failure by us to meet the availability commitment. This does not affect any mandatory statutory rights that consumers have under EU and Lithuanian law.
7. Support response targets
Alongside uptime, we aim for the following response times, measured in business hours (Monday to Friday, 09:00–18:00 Vilnius time, excluding Lithuanian public holidays), from the moment you write to us or open a dashboard ticket:
• Critical — the platform or API is entirely unavailable, the balance is inaccessible, or generation is impossible: within 24 calendar hours, 7 days a week;
• High — a specific tool or endpoint is broken, or you cannot complete a purchase: within 2 business days;
• Standard — bug reports, billing questions, account queries, general how-to: within 3 business days;
• Feature requests — reviewed on a best-effort basis, with no committed response time.
These targets describe when we acknowledge and begin working on a ticket, not a guarantee that every issue will be fully resolved within the same window. Support is provided in English.
8. Incident communication
Where we operate a public status page, live incidents are posted and updated there. Major incidents are additionally communicated by email to affected account holders and, where relevant, through in-app notices. After material incidents, we aim to publish a short post-incident summary covering what happened, the impact and the follow-up work.
9. Enterprise SLAs
Enterprise or custom agreements with bespoke availability terms — a different uptime target, dedicated support channels or guaranteed response times — take precedence over this SLA to the extent they differ.
10. Changes
We may update this SLA as the platform and its infrastructure evolve. Material changes — including any reduction of the availability target or of the service-credit percentages — will be signalled in the Service or by email before they take effect.
Contact
RASTELITA UAB · Company code 308066375 · V. Nagevičiaus g. 3, LT-08237 Vilnius, Lithuania · +370 666 54163 · [email protected]
