# Standard Service Level Agreement for AI Agents

SLA for AI Agents

## Availability

commercetools commits to a minimum Availability of the Service of 99.0%.

The Service will be considered available to the extent that the Agent accepts a well-formed API request and returns a schema-conformant, non-5xx response at the service transfer point of the API (i.e. at the exit of the respective data center) ("Availability"). Availability does not cover output correctness, task success, or latency.

commercetools measures Availability as the percentage of well-formed API requests that return a schema-conformant, non-5xx response, averaged over 5-minute intervals, subject to a minimum request volume per interval. commercetools makes the results of service measurement available at [https://status.commercetools.com/](https://status.commercetools.com/). Past events are documented on the status page history.

Availability is measured over the entire operating period (24/7) and shall be calculated on the basis of a calendar month.

### Planned Servicing Period

commercetools may be required to schedule planned servicing and maintenance periods from time to time to technically adapt, ensure the functioning and interoperability, and develop and maintain the security of the Service ("Planned Servicing Period"). commercetools ordinarily informs Customers through the commercetools status page at least seven days before a Planned Servicing Period and describes the type, extent, and projected duration. Customers may register for this portal to receive such notifications by e-mail. When possible, such Planned Servicing Periods will be carried out during low-traffic periods and in such a manner that the usage of the Service is not expected to be substantially affected.

### SLA Exclusions

Availability calculations will exclude unavailability arising from any: (a) Planned Servicing Period; (b) force majeure events; (c) Customer's or third-party service provider’s application, equipment, software, systems or other technology, or faults, disruptions, degradation, latency or changes in behaviour or output of third-party service providers, APIs, models or dependencies for which commercetools is not responsible, including any third-party AI, machine learning or large language model services and the accuracy, completeness or determinism of their outputs; (d) Customer's use of the Service in violation of its agreement or not in accordance with the Documentation; (e) malformed or invalid requests submitted to the Agent; or (f) suspension or termination of Customer's access or use of the Service in accordance with the Customer's agreement.

The provisions of this Service Level Agreement do not apply to functionalities provided as Early Access or beta versions, test and/or development projects, and services that are provided to the Customer free of charge.

### Initial General Availability Period

Throughout the initial General Availability period, commercetools commits to using all commercially reasonable efforts to meet the 99.0% Availability target and to restore Availability promptly should any interruption occur, with performance transparently reported at [https://status.commercetools.com/](https://status.commercetools.com/).

## Related pages

- [Area overview page with navigation](/offering.md)
- [Search documentation and API specs](/search.md)