Upstage API Service Level Agreement (SLA)
This Service Level Agreement (SLA) specifies the service responsibilities of Upstage for each account using the Upstage API. Any matters not specified in this SLA are subject to the terms of the service contract.
Service Responsibility
Upstage guarantees the following monthly availability levels for the target service. If Upstage fails to meet the specified monthly availability levels, compensation will be provided to the customer.
| Target Service | Monthly Availability |
|---|---|
| Chat | over 95.0% |
| Translation | over 95.0% |
| Groundedness Check | over 95.0% |
| Embedding | over 95.0% |
| Document OCR | over 95.0% |
| Key Information Extraction | over 95.0% |
| Document Parse | over 95.0% |
However, this SLA does not apply to the free tier of the service.
Service Compensation Policy
If Upstage fails to meet the guaranteed monthly availability level due to its own fault, compensation will be provided to each account in the form of credits equivalent to 1.5 times the usage of the previous month. Upstage will determine the eligibility for compensation based on the disruptions to valid requests made by the member.
Claiming and Application of Service Compensation
To receive credit compensation, members must submit a disruption compensation claim within one month of the occurrence of the disruption, notifying Upstage of the details of the disruption. If the disruption is confirmed, credit compensation for the respective month will be provided in the following month.
Definition
- Monthly Availability (%): 100% - Average monthly error rate
- Error Rate: The percentage of requests that resulted in errors out of all member requests every 5 minutes
- Error: Cases where the HTTP status result of a member's request is 500, 502, 503, 504 due to an internal error
- Previous Month Usage: The number of calls that formed the basis for the previous month's billing
- Availability: The ratio of operating time over a certain period
Epilogue
These terms and conditions will take effect from April 26, 2024.
Disclaimer: Governing Law
Please note that this Privacy Policy has been formulated in accordance with the laws and regulations of the Republic of Korea. While it is applicable to our global operations, the policy is primarily governed by South Korean legal standards and practices. Users outside of South Korea should be aware that the policy might reference legal concepts and frameworks specific to South Korea, which may differ from local laws.
(Attachment) Disruption Compensation Claim Form
Disruption Compensation Claim Form .docx (opens in a new tab)
Disruption Compensation Claim Form .pdf (opens in a new tab)