# Service Level Agreement

Source: https://docs.quake.ai/docs/account/sla
Markdown: https://docs.quake.ai/docs/account/sla.md
> Where to find Quake AI's Service Level Agreement, what it covers, and how to file a credit claim.

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# Service level agreement

The Quake AI Service Level Agreement (SLA) is the contractual document that defines the availability target for each service and the credits available when a target is missed. The SLA is published as part of Quake AI's commercial terms; this page links you to the canonical document and explains how to read it.

## Where the SLA lives

The current SLA terms are published at [rumble.cloud/legal](https://rumble.cloud/legal). The terms include the per-service availability targets, the measurement window, exclusions (scheduled maintenance, customer error, force majeure), and the credit schedule.


The exact monthly availability percentage and the credit schedule are governed by the published SLA at [rumble.cloud/legal](https://rumble.cloud/legal). If you are evaluating Quake AI against a procurement requirement and need a written copy of the current SLA before you sign, [contact the team](/support).


## What the SLA does and does not promise

The SLA defines what gets credited if a service falls below its target. It does not define your application's availability. Your application availability is a function of how you architect across instances, zones, and regions.

To make the SLA meaningful for your application:

- Run replicas across at least two instances in different [server groups](/docs/compute/concepts/server-groups) so a single host failure does not take you offline.
- For state, use replicated object storage (or your own database replication), block volumes are zonal.
- For geographic redundancy, design across [regions](/docs/platform#regions): Quake AI does not currently offer managed multi-region failover.

## How credit claims work

Service credit eligibility is determined by the published SLA. Credits are not automatic; they require a claim filed within the window the SLA specifies. To file a claim, [open a support ticket](/support) with:

- The service and region affected.
- The time window of the incident (UTC).
- The resource identifiers (project ID, instance/volume/bucket IDs).
- Any error messages or evidence collected, see [support ticket evidence collection](/docs/operate/troubleshooting/support-ticket-evidence) for the standard checklist.

## Related references

- [Platform overview: Operational expectations](/docs/platform): what the SLA covers and how it relates to your design.
- [Regions and availability](/docs/platform#regions): the regions covered by the SLA.
- [How billing works](/docs/account/billing/how-billing-works): how SLA credits appear on invoices.
- [Get help](/docs/get-help): support paths and what to expect.