Service Level Agreement (SLA)
Our Uptime Commitment
RouteStack.ai is built for production AI agents that depend on real-time travel data. We take infrastructure reliability seriously.
Target uptime: 99.9% across all core API endpoints, measured on a rolling monthly basis.
This translates to approximately 43 minutes of unplanned downtime per month.
What's Covered
The 99.9% uptime target applies to:
- All three MCP server verticals — hotels, flights, car hire
- The credit-based data API and authentication layer
- The deep-link checkout endpoint
What's Excluded
The following are not counted against uptime:
- Scheduled maintenance (announced with at least 48 hours' notice via status.routestack.ai)
- Incidents caused by third-party travel inventory provider outages outside our control
- Force majeure events
- Downtime resulting from customer misuse, excessive load beyond agreed rate limits, or invalid API credentials
Monitoring & Status
Live platform status and incident history are available at status.routestack.ai. You can subscribe to real-time alerts for any degradation or outage.
Enterprise SLAs
The 99.9% target is our standard commitment for all paid plans. Enterprise customers can negotiate custom SLA terms, including:
- Higher uptime tiers (e.g. 99.95% or 99.99%)
- Defined response and resolution time windows
- Dedicated support channels and escalation paths
- Financial credits for SLA breaches
To discuss enterprise terms, contact sales@routestack.ai.
Scheduled Maintenance
We aim to perform all maintenance during low-traffic windows. Notice will be published on our status page and sent to registered account email addresses at least 48 hours in advance.
Questions
For questions about this SLA or to report a suspected outage, contact support@routestack.ai.