Service Level Agreement

This Service Level Agreement (“SLA”) is part of the Terms of Service. For organizations on the Pro and Scale plans, NamiDB will use commercially reasonable efforts to make the Covered Service available with a Monthly Uptime Percentage of at least 99.9% in each calendar month (UTC). If we miss it, you are eligible for the service credits below.

The Free plan has no SLA and no service credits. Preview and beta features are not covered.

• Covered Service: the data plane at db.namidb.com: the HTTPS query API (/v1/<database>/cypher), the MCP endpoint and the Bolt endpoint on port 7687, for databases in the ready state. The console, sign-in, backups and restores, usage reporting and billing are not part of the Covered Service; we operate them to the same standard but without credits.
• Valid Request: a well-formed request to the Covered Service, authenticated with an active API key of the organization, for a database it may access, within the plan’s limits.
• Downtime Minute: a minute in which, for the organization, either no Valid Request could connect, or more than 5% of Valid Requests failed with a server-side error attributable to NamiDB: an HTTP 5xx status (including engine_unavailable, control_plane_unavailable and engine_starting once the cold-start budget is exhausted) or the Bolt equivalent. A request that succeeds after an engine starts from idle (“scale to zero”) is not a failure, even if the first response is slower. A minute with no Valid Requests is not a Downtime Minute.
• Monthly Uptime Percentage: (total minutes in the month − Downtime Minutes) ÷ total minutes in the month × 100, calculated per organization, counting only the minutes the organization was on a paid plan.
• Monthly Fees: the fees paid for the organization for that month: the subscription fee (one twelfth of the annual fee with annual billing) plus usage-based fees, excluding taxes.

If the Monthly Uptime Percentage for an organization falls below the target, the credit is a percentage of that month’s Monthly Fees:

• Credits for one month never exceed 25% (Pro) or 50% (Scale) of that month’s Monthly Fees.
• Credits are applied to future invoices of the same organization. They have no cash value, are not refundable or transferable, and expire if the organization leaves paid plans, except that we will refund an unused credit when you terminate the Terms for our uncured breach.
• Service credits are your sole and exclusive remedy for any failure to meet this SLA, without limiting any right to terminate under the Terms.

Email info@namidb.com with the subject “SLA claim” within 30 days after the end of the month in which the downtime occurred. Include:

1. the organization (its slug) and the affected databases;
2. the dates and times (UTC) of each period of downtime;
3. evidence of the failed requests: request IDs (the x-request-id header), error codes, and logs or monitoring data from your side.

We verify claims against our own monitoring and gateway logs, and answer within 30 days. If we confirm the claim, the credit appears on the next invoice. Claims that do not include the information above, or are not received in time, are not eligible.

Downtime caused by any of the following is not counted:

• Planned maintenance announced at least 48 hours ahead on status.namidb.com or by email, up to 4 hours per month, and emergency maintenance needed to protect the Service from an imminent security threat;
• requests refused because of the organization’s own state or configuration: plan limits, rate and concurrency limits, the spend cap, a pause or suspension under the Terms, read-only or revoked keys, database scope, request or result size limits, query timeouts, or a database that is restoring or was deleted;
• your applications, queries, drivers, networks or equipment, or anything done with your API keys, including queries that exhaust the engine’s memory or time limits;
• failures of the Internet, DNS resolvers or networks outside NamiDB’s control, and a regional or global outage of the storage subprocessor that holds the organization’s data which NamiDB could not reasonably have avoided;
• events beyond our reasonable control as described in the force majeure clause of the Terms;
• preview, beta or experimental features, and organizations on the Free plan;
• organizations with fees past due.

We may change this SLA with the notice described in the Terms. A change that reduces the target or the credits applies from the start of your next billing period after the notice period, and never to a month already in progress.