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API Service Level Agreement

Effective Date: May 2, 2026 Last Updated: May 2026

This Service Level Agreement ("SLA") is incorporated into and forms part of the API Terms of Service between Motionworks AI, Inc. ("Motionworks") and Customer. This SLA defines the availability commitments and credit remedies applicable to the Motionworks API.

1. Definitions

2. Service Levels by Tier

The following uptime commitments apply based on Customer's subscription tier:

Tier Monthly Uptime Target Support Response Time Maintenance Windows
Sandbox No SLA (best-effort) Community / self-serve No advance notice required
Professional 99.5% Business hours, 4-hour response 48-hour advance notice
Enterprise 99.9% 24/7, 1-hour response for critical 48-hour advance notice
Strategic 99.95% (or as set in Order Form) 24/7, 30-min response for critical 72-hour advance notice; mutually-agreed maintenance windows

Sandbox tier: The Sandbox tier is provided on a best-effort basis with no uptime guarantee. Motionworks may throttle, rate-limit, or temporarily suspend Sandbox access without notice for capacity management purposes. No credit remedies apply to the Sandbox tier.

Professional tier: Motionworks commits to 99.5% Monthly Uptime Percentage. This equates to a maximum of approximately 21 minutes and 54 seconds of permitted Downtime per month, excluding Scheduled Maintenance.

Enterprise tier: Motionworks commits to 99.9% Monthly Uptime Percentage. This equates to a maximum of approximately 4 minutes and 23 seconds of permitted Downtime per month, excluding Scheduled Maintenance.

3. Credit Remedies

If Motionworks fails to meet the applicable Monthly Uptime Percentage, Customer is eligible for service credits as described below. Credits are applied against future invoices and are not redeemable for cash.

Tier Credit Per 0.1% Below Target Maximum Credit
Sandbox N/A N/A
Professional 10% of monthly fees 30% of monthly fees
Enterprise 15% of monthly fees 50% of monthly fees
Strategic 20% of monthly fees, or as set in Order Form 100% of monthly fees, or as set in Order Form

Credit Calculation Example (Professional): If Monthly Uptime Percentage is 99.2% (0.3% below the 99.5% target), Customer would receive a credit of 30% of monthly fees (3 x 10% = 30%, which also equals the maximum cap).

Credit Calculation Example (Enterprise): If Monthly Uptime Percentage is 99.7% (0.2% below the 99.9% target), Customer would receive a credit of 30% of monthly fees (2 x 15% = 30%).

  1. Credits are calculated based on the monthly subscription fee for the billing period in which the Downtime occurred.
  2. Credits do not include overage charges, one-time fees, or professional services fees.
  3. Credits are applied to the next billing cycle and do not accumulate across months.

4. Exclusions

The following are excluded from Downtime calculations and do not qualify for credit remedies:

  1. Force Majeure. Outages caused by events beyond Motionworks' reasonable control, including but not limited to natural disasters, acts of war or terrorism, government actions, pandemic, widespread internet failures, or third-party infrastructure provider outages.
  2. Customer-Caused Issues. Downtime resulting from Customer's actions or omissions, including misconfigured API calls, exceeding rate limits, denial-of-service attacks originating from Customer's infrastructure, or failure to implement recommended client-side practices.
  3. Scheduled Maintenance. Planned maintenance for which Motionworks has provided at least forty-eight (48) hours' advance notice via the status page and email. Motionworks will use commercially reasonable efforts to schedule maintenance during low-traffic hours (weekdays 2:00 AM - 6:00 AM ET).
  4. Beta or Preview Features. Any API endpoint or feature designated as "beta," "preview," or "experimental" in the documentation.
  5. Sandbox Tier. All usage under the Sandbox tier, which carries no uptime commitment.

5. Reporting and Claims

  1. Incident Reporting. Motionworks will report service incidents in real time via its public status page. Post-incident reports will be published within five (5) business days for any incident resulting in more than fifteen (15) minutes of Downtime.
  2. Credit Claims. To request a credit remedy, Customer must submit a support ticket within thirty (30) calendar days of the end of the month in which the Downtime occurred. The claim must include the dates and times of the observed Downtime and any relevant error logs or screenshots.
  3. Verification. Motionworks will verify the claim against its internal monitoring data. If Motionworks' monitoring confirms the Downtime, credits will be applied within one (1) billing cycle. In the event of a discrepancy between Customer's records and Motionworks' monitoring data, Motionworks' monitoring data shall be the authoritative source.
  4. Failure to Claim. Credits not claimed within the thirty (30) day period are forfeited. Motionworks is under no obligation to proactively issue credits.

6. Sole Remedy

The credit remedies described in this SLA constitute Customer's sole and exclusive remedy, and Motionworks' sole and exclusive liability, for any failure by Motionworks to meet the service levels set forth herein. This SLA does not limit or modify any other rights or remedies available to Customer under the API Terms of Service for matters unrelated to service availability.

This SLA is subject to the Limitation of Liability provisions set forth in the API Terms of Service. In no event shall the total credits issued under this SLA, combined with any other liability under the API Terms of Service, exceed the liability cap specified therein.