Service Level Agreement (SLA)
Effective: June 2, 2026
This Service Level Agreement ("SLA") sets forth the availability target and remediation terms for the VATES service ("Service") provided by STANDOUT Inc. ("we", "us"). This SLA forms part of the Terms of Service for the Service. In case of conflict, the Terms of Service prevail.
1. Scope
This SLA applies to Customers using the Service for a fee. The SLA covers the availability of the core functionality of the Service.
Covered:
- VATES API endpoint (
vates.standout.jp). - VATES Customer Console (
console.vates.standout.jp). - VATES embedded widget delivery (
app.vates.standout.jp).
Not covered:
- Service provided during free trial periods.
- Features explicitly designated as beta or experimental.
- VATES Master Console (
admin.vates.standout.jp, internal operations tool).
2. Service Level Target
2.1 Monthly Service Availability Target
We target Monthly Service Availability of 99% or higher for the core functionality of the Service.
2.2 Definition of Monthly Service Availability
Monthly Service Availability is calculated as follows:
Monthly Service Availability = (Total Monthly Time − Monthly Downtime) ÷ Total Monthly Time × 100
"Monthly Downtime" means the cumulative time during the relevant month during which the covered Service was unavailable, after deduction of the exclusions defined in Section 3 of this SLA.
3. Measurement and Exclusions
3.1 Measurement
Monthly Downtime is determined based on two independent monitoring systems. A period is counted as Downtime only when both systems concurrently observe an outage:
- Cloudflare Health Check (probing the production origin from multiple geographic vantage points at 60-second intervals).
- Independent third-party monitoring service (including HetrixTools).
3.2 Exclusions
The following events are excluded from Monthly Downtime:
- Scheduled maintenance: Outages caused by maintenance for which we provided at least 72 hours' advance notice.
- Infrastructure provider outages: Outages caused by failures of cloud infrastructure providers including Amazon Web Services (EC2, EBS, and other services).
- Upstream AI provider outages: Functional outages caused by failures of Anthropic API, OpenAI API, or other third-party AI providers.
- Customer-caused events: Events arising from Customer's network, browser, device, credentials, API key management, or misconfiguration.
- Force majeure: Natural disasters, war, terrorism, government orders, power outages, telecommunication carrier failures, and cyber attacks beyond reasonable measures.
- Customer-consented changes: Outages arising from beta features or experimental changes that Customer consented to test.
Determination of exclusions is based on objective references including the AWS Status Page, Anthropic Status Page, and OpenAI Status Page.
4. Service Credits
4.1 Credit Schedule
If Monthly Service Availability falls below the target set in Section 2.1, we will provide a Service Credit upon Customer's request, in accordance with the following schedule:
| Monthly Service Availability | Service Credit (% of monthly Service fees) |
|---|---|
| 99% or higher | 0% (SLA met, no credit) |
| 97% or higher, less than 99% | 10% credited to deposit balance |
| 95% or higher, less than 97% | 25% credited to deposit balance |
| Less than 95% | 50% credited to deposit balance |
4.2 Form of Credit
Service Credits are issued as additions to Customer's deposit balance. We do not provide refunds or direct deductions from invoices. Because the Service uses a deposit-based billing model, the credited amount is automatically applied against future usage.
4.3 Maximum Credit
The maximum Service Credit issuable for any single month is 50% of the monthly Service fees for that month.
5. Request Procedure
5.1 Submitting a Request
If Customer believes Monthly Service Availability fell below the target, Customer must submit a request to [email protected] within 30 days after the end of the relevant month. The request must include:
- Customer's organization name, account holder name, and Customer ID.
- Affected period (start and end timestamps, in either JST or UTC).
- Description of impact (error types, affected features, etc.).
- (Optional) Customer-side records evidencing perceived outage.
5.2 Our Verification
Upon receiving a request, we will verify Monthly Service Availability and applicable exclusions in accordance with Section 3. We will communicate the verification result to Customer within 14 days of receipt.
5.3 Issuance of Credit
If a Service Credit is approved, we will add the credit amount to Customer's deposit balance no later than the first day of the month following the verification result notice. The addition is recorded in our audit log (event type: sla_credit).
6. Notifications
If we determine that a significant incident affecting the Service has occurred, we may notify Customers via email or a banner in the administration console. Detailed response procedures are governed by our Incident Response Plan (IRP).
Customer's right to request a Service Credit under this SLA must be exercised within 30 days after the end of the relevant month, regardless of whether we issued a notification.
7. Position of this SLA
Service Credits issued under this SLA are provided as service remediation, not as damages under the Terms of Service. Service Credits do not modify the limitations of liability set forth in the Terms of Service. By accepting a Service Credit, Customer waives any further claim against us in respect of the relevant event beyond what is provided under this SLA.
8. Amendments
We may amend this SLA from time to time. For material amendments, we will notify Customers at least 30 days before the effective date. The "Effective" date at the top of this SLA indicates the latest revision.
9. Contact
For inquiries about this SLA and to submit Service Credit requests:
STANDOUT Inc.
Email: [email protected]
Last updated: June 2, 2026