Service Level Agreement
Our uptime commitments, response time targets, and what happens if we fall short.
Effective: February 18, 2026
1. Scope
This Service Level Agreement ("SLA") applies to the Langbly translation API endpoints:
- Global endpoint: api.langbly.com (Netherlands, europe-west4)
- EU endpoint: eu.langbly.com (Finland, europe-north1)
This SLA applies to paid plans (Starter, Growth, Scale, Enterprise). The free tier is provided on a best-effort basis and is not covered by this SLA.
2. Uptime Commitment
Langbly commits to 99.9% monthly uptime for the API endpoints listed above. Uptime is measured as the percentage of minutes in a calendar month during which the API is available and responding to valid requests with a non-5xx status code.
Uptime % = ((Total minutes - Downtime minutes) / Total minutes) x 100
In a 30-day month, 99.9% uptime allows for a maximum of 43.8 minutes of unplanned downtime.
3. Response Time Targets
These targets apply to standard translation requests up to 500 characters. Longer texts take proportionally more time to process.
| Percentile | Target | Description |
|---|---|---|
| p50 (median) | < 1,000ms | Half of all requests complete within 1 second |
| p95 | < 3,000ms | 95% of requests complete within 3 seconds |
| p99 | < 10,000ms | 99% of requests complete within 10 seconds |
Response times are measured from when the request reaches our API to when the response is sent back. Network latency between your application and our servers is not included.
Cached responses (repeated translations) are served near-instantly, typically under 100ms. The first request after a period of inactivity may take longer due to initialization. Context-aware translation requires more processing time than stateless engines, but delivers higher quality output. This is a deliberate trade-off.
4. Incident Response
| Phase | Target | Details |
|---|---|---|
| Detection | < 5 minutes | Automated monitoring detects the issue |
| Initial response | < 30 minutes | Investigation begins, status page updated |
| Resolution target | < 4 hours | Service restored to normal operation |
| Post-mortem | < 5 business days | Root cause analysis shared with affected customers |
5. Service Credits
If monthly uptime falls below 99.9%, affected customers on paid plans are eligible for service credits. Credits are applied to the next billing cycle.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to 99.9% | 10% of monthly fee |
| 95.0% to 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To request a service credit, email us within 30 days of the end of the affected month. Include your account email and the dates of the downtime you experienced. Credits are capped at 50% of the monthly fee for that billing period.
6. Exclusions
The following do not count as downtime for SLA purposes:
- Scheduled maintenance: Announced at least 48 hours in advance via email. We schedule maintenance during low-traffic windows (typically weekday mornings UTC).
- Force majeure: Events beyond reasonable control, including natural disasters, widespread internet outages, and actions by government authorities.
- Client-side issues: Problems with the customer's application, network, invalid API keys, or exceeding rate limits.
- Abuse or violations: Downtime caused by the customer violating the Terms of Service (e.g., excessive request volumes beyond plan limits).
7. Monitoring
Uptime is measured by independent external monitoring services that check both API endpoints every minute. We also run automated health checks that verify database connectivity, cache availability, and translation engine responsiveness. You can set up your own monitoring against our /health endpoint, which returns the operational status of all API components.
8. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated via email at least 30 days before they take effect. The current version always lives at this URL.
9. Contact
For SLA-related questions or to request a service credit: