Last updated — December 1, 2024
[01]
Service Level Commitment
Mynd Labs, Inc. ("mynd") commits to maintaining a Monthly Uptime Percentage of at least 99.99% for the mynd Runtime, Networks, and Analytics services ("Covered Services") for Enterprise customers. This SLA does not apply to Free or Pro plans.
[02]
Definitions
- "Monthly Uptime Percentage" is calculated as: (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100.
- "Downtime" means the Covered Services are unavailable for more than 60 consecutive seconds, as measured by our internal monitoring systems.
- "Scheduled Maintenance" means pre-announced maintenance windows (not exceeding 4 hours per month), which do not count toward Downtime.
- "Error Rate" means the number of API requests that return a 5xx error divided by the total number of API requests during a 5-minute window.
[03]
Service Credits
If the Monthly Uptime Percentage falls below the commitment, you are entitled to the following credits:
[04]
Claim Process
To receive a credit, you must submit a claim to support@myndlabs.tech within 30 days of the end of the affected month. The claim must include your account ID, the affected service, and the dates and times of observed downtime. Credits are applied to the next billing cycle and do not exceed 50% of your monthly charges.
[05]
Latency Commitment
For Enterprise customers on dedicated infrastructure, mynd commits to a P99 API response latency of less than 100ms for agent run initiation and less than 200ms for agent network routing, measured from our edge points of presence.
[06]
Exclusions
This SLA does not apply to downtime caused by:
- Factors outside our reasonable control (force majeure)
- Your misconfiguration or misuse of the Services
- Scheduled maintenance windows
- Third-party service failures (LLM providers, cloud infrastructure) beyond our control
- Issues resulting from your network or connectivity
[07]
Contact
For SLA-related inquiries, contact us at sla@myndlabs.tech.