Service Level Agreement

Last updated: 20 May 2026

This Service Level Agreement (“SLA”) governs the availability of the Hail Pilot platform for Customers on paid Subscription Plans. It forms part of the Terms of Service.

1. Uptime commitment

Hail Pilot will use commercially reasonable efforts to make the Service available at least 99.5% of the time in any calendar month, measured by external uptime monitoring (UptimeRobot and Upptime, published at status.hailpilot.com).

The Service is considered available when the API endpoints api.hailpilot.com/health and the marketing homepage hailpilot.com both return HTTP 200 within 5 seconds.

2. Service credits

If monthly uptime falls below 99.5%, Customer may request a service credit applied to the next month's invoice, as follows:

Monthly uptime	Service credit
≥ 99.5%	No credit (SLA met)
99.0% – < 99.5%	10% of monthly fee
95.0% – < 99.0%	25% of monthly fee
90.0% – < 95.0%	50% of monthly fee
< 90.0%	100% of monthly fee

Service credits are Customer's sole and exclusive remedy for any breach of this SLA. Total credits in any calendar month will not exceed 100% of that month's fee.

3. Excluded events

Downtime caused by the following is excluded from the uptime calculation:

3.1 Scheduled maintenance.

Maintenance windows announced at least 48 hours in advance via the status page and email. Hail Pilot will schedule maintenance during off-peak hours (Singapore time) where practicable.

3.2 Third-party platform outages.

Downtime, degradation, API rate-limiting, or capability removal by any of the following third-party platforms is excluded:

Marketplace platforms: Shopee Open Platform, Lazada Open Platform, TikTok Shop Open API, Amazon Selling Partner API, Carousell.
Payment processing: HitPay.
AI providers: Anthropic, OpenAI, Together AI, Alibaba Cloud Model Studio, Cloudflare Workers AI.
Infrastructure: Cloudflare, Railway, Vercel, AWS S3, Backblaze B2.
Communications: Telegram, Resend.

In the event of a major third-party outage that materially affects the Service, Hail Pilot will publish a status update at status.hailpilot.com and, where reasonable, offer a goodwill credit at our discretion.

3.3 Force majeure.

Events beyond Hail Pilot's reasonable control, including: war, terrorism, civil unrest, natural disasters, pandemics, governmental actions, internet or telecommunications-provider outages, denial-of-service attacks, and any other force-majeure events under the Terms of Service.

3.4 Customer-caused issues.

Downtime caused by Customer's acts or omissions, misuse of the API, exceeding published rate limits, bring-your-own-key misconfiguration, or Customer's violation of the AUP.

3.5 Beta features.

Features marked “beta,” “preview,” or “experimental” are excluded from this SLA.

4. Credit claim mechanism

To claim a service credit, Customer must:

Submit a written claim to business@hailpilot.com within 30 days of the end of the calendar month in which the downtime occurred.
Include the affected month, the calculated uptime, and supporting evidence (e.g. screenshots of the status page, third-party uptime reports, error timestamps).
Have an active paid Subscription Plan at the time of claim and no overdue invoices.

Hail Pilot will validate the claim within 14 business days. Approved credits are applied to the next billing cycle. Credits have no cash value, are non-transferable, and expire at the end of the Subscription Plan.

5. Beta / Free tier

This SLA does not apply to the Free tier, trial periods, or to evaluation accounts. Hail Pilot will use commercially reasonable efforts to keep all tiers available, but no service credits are payable.

6. Contact

SLA claims and questions: business@hailpilot.com. Status page: status.hailpilot.com.