Service Level Agreement
Effective: March 28, 2026 · GabaNode Lab, LLC
1. Definitions
| Service | The idioma.chat translation widget API, dashboard, and supporting infrastructure hosted by GabaNode Lab, LLC. |
| Downtime | Any period where the translation API returns a non-2xx response for more than 1% of requests over a 5-minute window, as measured by our uptime monitor. |
| Scheduled Maintenance | Pre-announced maintenance windows during which downtime does not count toward the monthly uptime calculation. |
| Business Hours | Monday–Friday, 08:00–18:00 Mountain Time, excluding U.S. federal holidays. |
| Customer | The government agency, organization, or individual holding a paid subscription to idioma.chat. |
2. Uptime Commitment
| Tier | Monthly Uptime Target | Max Downtime / Month | Credit |
|---|---|---|---|
| Translation API | 99.9% | ~43 min | 10% of monthly fee |
| Dashboard / Portal | 99.5% | ~3.6 hrs | 5% of monthly fee |
| Analytics Endpoint | 99.0% | ~7.3 hrs | No credit |
3. Support Response Times
| Severity | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| Critical (P1) | Service fully unavailable or translations producing incorrect compliance-sensitive output | 4 business hours | 24 hours |
| High (P2) | Key feature degraded; significant subset of users affected | 1 business day | 3 business days |
| Medium (P3) | Non-critical feature issue; workaround available | 2 business days | 10 business days |
| Low (P4) | Feature request, documentation question, minor cosmetic issue | 5 business days | Best effort |
To report a P1 or P2 incident, email accesstreec@gmail.com with subject line P1: or P2: followed by a brief description.
4. Maintenance Windows
Scheduled maintenance is announced at least 72 hours in advance via email to the account owner. Maintenance windows are scheduled outside business hours (typically Sunday 02:00–04:00 Mountain Time). Emergency patches may be deployed without advance notice but are designed to minimize disruption. Deployments use Vercel's atomic deployment system, which swaps traffic to the new version once it is fully built and healthy.
5. Service Credits
If we fail to meet the uptime targets above, you are eligible for a service credit applied to your next billing cycle. Credits must be requested within 30 days of the incident via email. Credits are calculated as a percentage of the monthly fee for the affected service tier and do not exceed the total monthly fee.
Credits are not issued for downtime resulting from: (a) your own code, configuration, or network; (b) third-party services including Google Translate API or Stripe; (c) scheduled maintenance; or (d) force majeure events.
6. Data & Security Commitments
| Page Translations | Page content is processed in memory on Cloudflare’s edge network and is not written to our database or application logs. Platform-level request logs (Cloudflare, Vercel) are retained for up to 30 days per their respective data retention policies. |
| PDF Documents | Original PDF files are never stored. Extracted text structure and translated blocks are cached permanently in our database (Neon PostgreSQL, encrypted at rest) to eliminate reprocessing costs. Cache is keyed by content hash — no filenames or URLs are stored. |
| Authentication | User authentication is managed by Clerk, a SOC 2 Type II certified identity provider. Widget API tokens use JWT with a fixed 1-hour expiry. API keys are stored as SHA-256 hashes only; plaintext is shown once at creation and never persisted. |
| Transport Encryption | TLS 1.2+ is enforced on all endpoints via our hosting providers (Vercel and Cloudflare). Both platforms automatically redirect HTTP to HTTPS. |
| API Key Rotation | Self-service key rotation available at any time. Old key is immediately invalidated. |
| Audit Logging | All administrative mutations are logged with timestamp, IP address, user ID, and change summary. Logs retained for 90 days. |
| Backups | Database backed up via Neon’s continuous backup system with point-in-time recovery. Neon’s stated targets: RPO ~5 minutes, RTO ~1 hour. We have not independently verified recovery times. |
7. Exclusions
This SLA does not apply to free or trial accounts, accounts in arrears, or disruptions caused by the customer's own Content Security Policy, DNS configuration, or third-party CDN settings.
8. Contact
For SLA-related inquiries, incident reporting, or to request a signed SLA addendum for your agency's procurement files:
accesstreec@gmail.com
This SLA is subject to change with 30 days notice. Continued use after notice constitutes acceptance. Changes will never reduce committed uptime targets for active paid subscriptions during their contract period.