This SLA applies only to paid production plans expressly marked SLA-eligible. The "Control Plane" comprises authenticated quote, deployment-control, routing and status APIs operated by CapIX. Provider workload availability is measured separately for a specific accepted order.
Objectives and credits
The monthly Control Plane availability objective is 99.9%. If availability is below 99.9% but at least 99.0%, the credit is 10% of affected eligible monthly fees. Below 99.0%, the credit is 25%. Workload availability and response commitments are order-specific. Availability means successful eligible requests divided by total eligible requests, measured from CapIX telemetry in five-minute intervals. A workload is available when its contracted readiness check succeeds.
Exclusions
Excluded events include scheduled maintenance notified at least 72 hours in advance and limited to four hours per month; Customer systems, code, content or configuration; unsupported clients; a Customer-selected single Provider where rerouting is disabled; public internet or blockchain failures outside reasonable control; AUP action; beta or free Services; force majeure; and malicious traffic despite reasonable protections. CapIX must retain records supporting an exclusion.
Claims
Submit a claim within 30 days to hello@capix.network with account, deployment, affected time range and impact. Credits apply to future eligible fees, are capped at 50% of affected monthly fees and are not cash. They are the sole contractual remedy for availability failure except for liabilities or rights that cannot be limited. Material incidents are published at capix.network/status where available, and CapIX targets a post-incident report for critical incidents within 10 business days.