Plain-language summary (not a substitute for the text below). For Business and Enterprise plans we target 99.5 % monthly availability of the verification and issuance APIs. If we miss it, you get service credits (extra days on your plan) — the only remedy. Scheduled maintenance, your own faults and force majeure are excluded.
Language. This document is drafted in English. Translations are provided for convenience only; in case of conflict the English text prevails. Operator. Aleksei Talamanov, a private entrepreneur registered in the Republic of Armenia (state registration number 20292045, TIN 286.1582228), with the registered address at 27 N. Tigranyan str., Arabkir, Yerevan 0014, Republic of Armenia (“Operator”, “we”, “us”). Contact: legal@agentid-registry.com.
1. Scope
This SLA applies to Accounts on the Business plan or under an Enterprise Agreement (“Covered Accounts”) and to the Covered Services: the verification API (/v1/verify), the issuance API (/v1/register), the signature-check API and the console sign-in. It does not apply to the Personal plan, the sandbox, beta features, SDKs running on your systems, third-party payment or identity-verification providers, or the participant database search (which has a 99.0 % target without credits).
2. Availability commitment
Monthly Availability ≥ 99.5 % per data region, measured by the Operator’s external monitoring as (total minutes in the month − Downtime minutes) ÷ total minutes. Downtime means a period of at least 5 consecutive minutes during which the Covered Service returns errors or no response for more than 5 % of valid requests in that region.
3. Exclusions
Downtime does not include: (a) scheduled maintenance announced at least 48 hours in advance on the status page, up to 4 hours per month, outside regional business hours; (b) emergency security maintenance; (c) failures caused by your systems, networks, keys, misuse or exceeding rate limits; (d) suspension or quarantine under the Documents; (e) force majeure, including failures of upstream cloud, DNS, network or perimeter providers beyond our reasonable control; (f) beta or sandbox services.
4. Service credits
| Monthly Availability | Credit (as additional days added to the paid period) |
|---|---|
| 99.0 % – < 99.5 % | 7 days |
| 98.0 % – < 99.0 % | 15 days |
| < 98.0 % | 30 days |
To claim, e-mail support@agentid-registry.com within 30 days after the month in question with the dates, times and request logs. Credits are capped at 30 days per month, are not convertible to cash (except on termination for chronic failure under 5.2) and are the sole and exclusive remedy for any failure to meet this SLA.
5. Support and chronic failure
5.1 Support response targets for Covered Accounts: critical (service unusable) — 1 hour, 24×7; high — 4 business hours; normal — 1 business day. Business hours: 09:00–18:00 in the region of the Account.
5.2 If Monthly Availability is below 98.0 % in any three months of a rolling six-month period, you may terminate the affected plan on notice and receive a pro-rata refund of prepaid fees for the remaining period.
6. Security incidents
We notify Covered Accounts of security incidents affecting their data within 48 hours of confirmation, with a written summary within 10 business days.
7. Changes
We may update this SLA on 30 days’ notice; changes do not reduce commitments during a prepaid period.
Document SLA-09 · Version 1.0 · Effective 1 October 2026 · Previous versions are available at https://agentid-registry.com/legal/history. © AgentID Registry. CONFIDENTIAL DRAFT until published — subject to review by licensed counsel in the Republic of Armenia, the European Union and the United States.