Service Level Agreement
Last updated: 2026-04-25
This SLA is part of your subscription contract with DriftRail Inc. for the NEROX product. It describes the uptime we commit to, what counts as downtime, and the service credits we issue when we miss the target.
Uptime commitment
| Plan | Monthly uptime | Credit on miss |
|---|---|---|
| Developer | Best-effort | — |
| Pro | 99.0% | 10% of monthly fee per 1% below target |
| Business | 99.5% | 15% of monthly fee per 0.5% below target |
| Enterprise | Negotiated, up to 99.9% | Per MSA |
Scope
- The
/optimize,/translate,/jobs,/datasets,/benchmark, and/sandboxendpoints. - The Optimize, Sandbox, Benchmark, and Datasets dashboard views in the web UI.
- Server-Sent Events job progress streams.
Excluded events
The following do not count toward downtime:
- Scheduled maintenance announced 48 hours in advance, capped at 2 hours/month.
- Force majeure: war, natural disaster, ISP-wide internet outage.
- Failures of customer-supplied infrastructure (BYOK key issues, BYOG cluster outages).
- Failures of upstream providers we depend on (Modal, Vercel, Railway, Clerk, Stripe) only when the upstream provider has a corresponding incident on their public status page.
- Beta features marked as such in the docs (currently: CUDA-Q quantum solvers).
How uptime is measured
NEROX runs an external prober that hits /healthfrom three regions (us-east-1, us-west-2, eu-west-1) every 60 seconds. A minute is counted as "down" if the majority of probes fail or return non-200 in that minute. Uptime = 1 − (down minutes / total minutes in calendar month). The live status board lives at /status.
Performance commitments (Business and above)
- API response p95 < 250ms for non-solver endpoints.
- Job dispatch latency p95 < 30s (Modal cold start).
- Status page reflects incidents within 10 minutes of detection.
How to claim a credit
Email support@driftrail.com within 30 days of the affected month with your account email, the dates and times you experienced the issue, and the impact. We cross-reference against our prober logs and apply credits to your next invoice automatically once verified.
Maximum monthly credit
Credits are capped at 50% of the affected month's subscription fee (excluding overage). Credits do not roll over and are not refunded as cash.
Questions? support@driftrail.com