Service Level Agreement
Last updated: April 2026
1. Scope
This SLA applies to the NextAPI video generation API ("Service") and covers availability, latency, and support response commitments for Enterprise-tier customers.
2. Availability
| Tier | Monthly Uptime Target | Guarantee |
|---|---|---|
| Free / Builder | 99.0% | Best-effort (no credits) |
| Scale | 99.9% | Service credits on breach |
| Enterprise | 99.95% | Service credits on breach |
Uptime is calculated as the percentage of 5-minute intervals in a calendar month during which the API returns non-5xx responses to valid, authenticated requests.
3. Latency Targets
| Metric | Scale Tier | Enterprise Tier |
|---|---|---|
| API response (P50) | < 200ms | < 100ms |
| API response (P95) | < 500ms | < 250ms |
| Video generation queue wait | < 60s | < 15s (dedicated lane) |
| Webhook delivery (P95) | < 30s | < 10s |
4. Service Credits
| Monthly Uptime | Credit Percentage |
|---|---|
| < 99.95% but ≥ 99.0% | 10% of monthly bill |
| < 99.0% but ≥ 95.0% | 25% of monthly bill |
| < 95.0% | 50% of monthly bill |
Service credits must be requested within 30 days of the incident. Credits are applied to future invoices and are not redeemable for cash.
5. Support Response Times
| Severity | Description | Scale Tier | Enterprise Tier |
|---|---|---|---|
| P1 — Critical | Service outage affecting production | 4 hours | 30 minutes |
| P2 — High | Degraded performance or partial outage | 8 hours | 2 hours |
| P3 — Normal | Non-urgent issues or questions | 24 hours | 8 hours |
6. Exclusions
This SLA does not apply to:
- Scheduled maintenance windows (announced 48 hours in advance)
- Force majeure events
- Issues caused by customer code, configuration, or third-party integrations
- Free-tier accounts
7. Contact
For SLA inquiries or credit requests, contact support@nextapi.dev.