Service level agreement

Effective Date: August 20, 2026

Last Updated: August 20, 2026

This Service Level Agreement ("SLA") describes the availability commitment Podonos, Inc. ("Onepin," "we," "us") makes for the Onepin Services, and the service credits available if we do not meet it.

This SLA applies to Enterprise customers with a signed Enterprise Agreement or order form that incorporates it. It forms part of, and is governed by, the Onepin Terms of Service at onepin.ai/terms. Capitalized terms not defined here have the meaning given in those Terms. If the Enterprise Agreement and this SLA conflict, the Enterprise Agreement controls.

1. Uptime commitment

Onepin will use commercially reasonable efforts to make the Covered Services available with a Monthly Uptime Percentage of at least 99.9% during each calendar month.

"Covered Services" means the Onepin API, the Onepin web application, and the command-line and MCP interfaces used to submit and retrieve work.

99.9% permits approximately 43 minutes of Unavailability in a 30-day month.

2. How uptime is measured

"Monthly Uptime Percentage" is calculated for each calendar month as:

(total minutes in the month, minus Unavailable minutes) divided by (total minutes in the month), expressed as a percentage.

"Unavailable" means a period of five or more consecutive minutes during which every properly formed request you send to the Covered Services fails, times out, or returns a server error. Isolated failures shorter than five consecutive minutes, and failures affecting only a subset of your requests, do not count toward Unavailability.

Availability is measured by Onepin's monitoring. On request during a credit claim, we will share the relevant monitoring records for the affected period.

3. A single provider outage is not an excuse

Onepin routes across many third-party text-to-speech engines. Routing around a failed engine is part of the Service, not an exception to it.

Accordingly, if one or more upstream providers become unavailable and Onepin fails to route your request to an available alternative capable of serving it, that time counts as Unavailability and is not excluded under Section 4.

Only the simultaneous unavailability of every upstream provider capable of serving a given request is excluded.

4. Exclusions

Unavailability does not include, and no service credit is due for, downtime caused by:

  • Scheduled maintenance announced at least 48 hours in advance, not exceeding 4 hours in total in any calendar month
  • Emergency maintenance reasonably required to address a security vulnerability or prevent imminent data loss, announced as far in advance as is practicable
  • Your systems, code, network, configuration, or credentials, including revoked or expired keys for a bring-your-own-key provider account
  • Requests exceeding your documented rate limits, concurrency limits, or plan quotas
  • Features labelled beta, preview, or coming soon
  • Suspension or termination of your account for breach of the Terms, breach of the Acceptable Use Policy, or non-payment
  • Factors outside our reasonable control, including internet or network failures beyond our infrastructure, and events of force majeure
  • The simultaneous unavailability of every upstream provider capable of serving a given request, as described in Section 3

5. Service credits

If the Monthly Uptime Percentage falls below 99.9% in a calendar month, you may claim a credit against the fees paid for the Covered Services for that month:

  • Below 99.9% and at or above 99.0%: a credit of 10% of that month's fees
  • Below 99.0% and at or above 95.0%: a credit of 25% of that month's fees
  • Below 95.0%: a credit of 50% of that month's fees

Credits are calculated against the fees actually paid for the affected month, are applied to a future invoice rather than paid in cash, and will not exceed 50% of that month's fees. Credits do not carry a cash value and are not refundable on termination.

6. How to claim a credit

To claim, email support@onepin.ai within 30 days after the end of the affected month with:

  • The dates and times of each incident you are claiming for
  • Your account or workspace identifier
  • Request logs or error records showing the failed requests, with any confidential information removed

We will acknowledge the claim within 5 business days and confirm or decline it within 15 business days, giving our reasoning and the supporting monitoring data. Failing to submit a claim within the 30-day window waives the credit for that month.

7. Sole remedy

Service credits are your sole and exclusive remedy for any failure by Onepin to meet the availability commitment in this SLA. Nothing in this Section limits either party's liability for fraud, wilful misconduct, or any liability that cannot be limited under applicable law.

8. Changes to this SLA

We may update this SLA from time to time. For Enterprise customers, we will give at least 30 days' notice before a change that materially reduces the commitment takes effect, and the version in force at the start of your then-current term continues to apply for that term.

9. Contact

Questions about this SLA, or about the availability commitment in an Enterprise Agreement, go to support@onepin.ai.