Service Level Agreement (SLA)
Last Updated: 2026-06-29 Service Provider: Wontopos, L.L.C.
1. Service Availability (Uptime)
Wontopos targets the following monthly uptime goals, tiered by operational maturity. These are internal targets and do not constitute a contractual guarantee or entitle clients to service credits or compensation.
| Period | Monthly Uptime Target | Max Downtime/Month | Notes |
|---|---|---|---|
| Year 1 (through ~2027 Q1) | 99.3% | ~5 hours | Current operational baseline |
| Year 2 | 99.5% | ~3.6 hours | After planned 24/7 alerting |
| Year 3 | 99.9% | ~43 minutes | After planned multi-AZ and on-call rotation |
Uptime is calculated as: (Total minutes - Downtime minutes) / Total minutes x 100
"Downtime" means a sustained period of five (5) or more consecutive minutes during which the WOS API is completely unavailable and returns server-side errors (HTTP 5xx) to all requests, as confirmed by our monitoring systems. Slow response times, intermittent or isolated request failures, and errors caused by Client requests (e.g., malformed requests, HTTP 4xx, rate-limit responses) do not constitute Downtime.
Excluded from downtime calculation:
- Scheduled maintenance (announced 7+ days in advance)
- Downtime caused by Client's actions or third-party services outside our control (including Client's own LLM providers)
- Force majeure events
2. API Performance Targets
| Metric | Target |
|---|---|
| API response time (average) | < 400ms |
| API response time (p99) | < 1000ms |
| Typical server-side range | Varies by data scale and tier |
Note: These are targets, not guarantees. Response time targets apply to WOS memory storage and retrieval operations only, and are measured server-side, excluding network transit and the Client's own LLM time. Downstream LLM inference time (Client's own LLM) is excluded from these measurements.
3. Incident Response Times
| Severity | Definition | First Response |
|---|---|---|
| Critical (P1) | Service completely unavailable | Business hours: 4 hours / Off-hours: best-effort, aligned with our alerting roadmap |
| High (P2) | Major feature unavailable or significant degradation | 24 hours |
| Medium (P3) | Minor feature impaired | Best effort |
| Low (P4) | General inquiries, minor issues | Best effort |
Business hours: Monday–Friday, 09:00–18:00 KST. Because business hours are KST, US and global customers should expect off-hours handling for incidents reported outside these hours.
Until 24/7 alerting exists, the response times above are good-faith targets, not guarantees.
4. Scheduled Maintenance
- Advance notice: Minimum 7 days (routine maintenance)
- Notifications sent via: the status page at status.wontopos.com
- Emergency maintenance (security-critical): Minimum 24 hours notice where possible
5. Service Credits
The Service is provided without service credits. The uptime targets in Section 1 are internal goals and do not entitle clients to refunds, service credits, or other compensation for any failure to meet them.
6. Support Channels
| Plan | Support Channel | Response SLA |
|---|---|---|
| All plans | Request form on our website at wontopos.com/contact | 1 business day |
| Enterprise | Priority response per separately negotiated enterprise agreement (available as on-call capability is added) | Per enterprise agreement |
7. Status Page
Real-time service status and incident history: status.wontopos.com
8. Data Backup and Recovery
| Backup Type | Frequency | Retention | Window |
|---|---|---|---|
| Account, billing, and usage database (RDS) | Daily | 7 days | 03:19–03:49 UTC |
| Long-term snapshot | Weekly | 30 days | Scheduled |
| Vector-store (memory) mirror | Daily | Latest (same-day) | Mirrored to a separate storage server |
Database backups are encrypted and retained per the table above. The vector store (customer memory) is mirrored daily to a separate storage server for box-failure recovery; a point-in-time, immutable archive is planned. Audit logs (CloudTrail) are stored with S3 Object Lock (immutable) and retained for 7 years.
Recovery time objective (RTO) and recovery point objective (RPO) are available upon request for Enterprise tier clients.
9. SLA Exclusions
This SLA does not apply to:
- Beta or preview features
- Downtime caused by Client's misuse or exceeding rate limits
- Third-party service failures outside our control (including Client's own LLM providers)
- Force majeure events
10. Review and Updates
This SLA will be reviewed annually. Material changes require 30 days advance notice.