LEGAL
Service Level Agreement Guarantee
Last updated: January 1, 2026
Arkose Labs is committed to providing best-in-class availability and performance for our enterprise customers. This SLA Guarantee describes our service availability commitment for the Arkose Labs platform.
1. Service Availability
Arkose Labs commits to a target service availability of 99.9% for the Arkose platform, measured monthly across our global infrastructure.
2. Definitions
- Service means the Arkose Labs platform and APIs used to detect, classify and disrupt bot and fraud traffic.
- Downtime means a continuous period of more than 60 seconds during which the Service returns a 5xx error rate above 1%, excluding scheduled maintenance.
- Monthly Uptime Percentage means the total minutes in a month minus Downtime, divided by the total minutes in that month.
3. Service Credits
If Arkose Labs fails to meet the committed availability in any calendar month, customers may request a Service Credit calculated as a percentage of the monthly fee for the affected Service, subject to the terms of their customer agreement.
4. Exclusions
This SLA does not apply to Downtime caused by: scheduled maintenance, force majeure events, customer-side issues including network connectivity to Arkose, third-party services not under Arkose control, or beta / early-access features.
5. Claim Process
To claim a Service Credit, contact support@arkoselabs.com within thirty (30) days of the end of the month in which the SLA was not met, including the dates and times of Downtime and any relevant logs.
For the full SLA terms applicable to your contract, please refer to your executed customer agreement or contact your Arkose Labs representative.
