Service Level Agreement

Catalyst targets 99.9% monthly uptime for the Cloud API (api.catalyst-neuromorphic.com). This equates to no more than 43 minutes of unplanned downtime per calendar month.

Uptime is measured as the percentage of total minutes in a calendar month during which the API returns a 200 status on the /health endpoint.

Planned maintenance windows are excluded from uptime calculations. We will provide at least 48 hours advance notice for scheduled maintenance via email to registered users and on the status page.

Maintenance is typically performed during low-traffic hours (00:00–06:00 UTC, Saturday–Sunday).

API latency: Authentication and metadata endpoints target <200ms p95 response time. Job submission targets <500ms. Job execution time depends on network size and timesteps.

Support response:

• Critical (service down): <4 hours
• High (degraded performance): <12 hours
• Normal (general enquiries): <2 business days

If monthly uptime falls below the 99.9% target for paid plan subscribers:

• 99.0%–99.9%: 10% service credit on next invoice
• 95.0%–99.0%: 25% service credit on next invoice
• Below 95.0%: 50% service credit on next invoice

Credits must be requested within 30 days of the affected month by emailing [email protected].

This SLA does not apply to:

• Free tier usage
• Features labelled as beta or preview
• Outages caused by factors outside our control (internet infrastructure, DDoS attacks, force majeure)
• Misuse or exceeding documented rate limits

Catalyst infrastructure is deployed across the following regions:

• Cloud API: Fly.io London (LHR), United Kingdom
• Object Storage: AWS S3 us-east-1 (N. Virginia, USA) — bitstream files only
• CDN & DNS: Cloudflare global edge network
• Database: SQLite on Fly.io London, replicated to S3 via Litestream
• Email: Resend (transactional), Gmail (support correspondence)

User data (accounts, networks, job results) is stored in the London region. Bitstream binaries are served from S3 us-east-1 through Cloudflare’s CDN. No user data is transferred to third countries except as required by payment processing (Stripe, US).

For enterprise customers requiring specific data residency guarantees, contact [email protected].