Curio — Service Level Agreement

Effective 2026-06-06 · Last updated 2026-06-06

Draft. This SLA reflects how Curio actually runs, but the specific numbers (uptime target, credit percentages, response times) are yours to set — review them against your infrastructure before publishing. It isn't legal advice.

This Service Level Agreement ("SLA") describes the availability commitment for

Curio ("the Service") and the remedies available if we miss it. It applies to

paid (credit-purchasing) accounts. Free-tier usage is provided "as is" without an

availability commitment.

1. The commitment

We target 99.9% monthly availability and commit to a 99.5% monthly

Uptime Percentage for the Covered Services. If we fall below 99.5% in a

calendar month, you're eligible for Service Credits (Section 5).

2. Covered Services

• Widget delivery — serving widget.js and the widget's configuration to your visitors.
• Inference API — POST /api/chat answering on behalf of a verified domain.
• Tenant portal — getcurio.chat/portal for managing your assistant.

3. Definitions

• Uptime Percentage = (Total Minutes in the month − Downtime Minutes) ÷ Total Minutes in the month × 100.
• Downtime = a sustained period (≥ 5 consecutive minutes) during which the Covered Services return errors for all requests, *excluding* the items in Section 4. Downtime is measured by our monitoring (the same figures shown on your portal's Service status card).
• Scheduled Maintenance = maintenance announced at least 24 hours in advance; it does not count as Downtime.

4. Exclusions

The commitment does not cover unavailability caused by:

• Upstream AI providers — outages, rate-limiting, or latency from the model and embedding providers (e.g. Anthropic, Voyage) that Curio relies on.
• Your side — your website, DNS, domain expiry/verification lapses, CDN, firewall/security policy, or misconfiguration of the widget.
• Account state — a bot paused because the day's free conversation (or the trial) and credits are both exhausted, or an account suspended for Terms violations.
• Abuse controls — rate-limiting or blocks triggered by anomalous traffic.
• Scheduled Maintenance and emergency security patching.
• Force majeure — events beyond our reasonable control (network/provider failures, DDoS, natural events, etc.).
• Beta / preview features — anything labeled experimental.

5. Service Credits

If monthly Uptime Percentage drops below target, you may request a credit applied

to your prepaid balance:

• "That month's spend" = credits consumed for answers during the affected month.
• Service Credits are added to your Curio balance — they are not cash refunds, and the total for any month is capped at that month's spend.
• Credits are the sole and exclusive remedy for any availability shortfall.

6. Claiming a credit

Email support (via the contact details on getcurio.chat) within 30 days of

the affected month, with the dates/times you observed unavailability. We'll compare

against our monitoring and apply any credit within one billing cycle.

7. Support

• Channel: the support tab in the widget, or the contact details on getcurio.chat.
• Target first response: 1 business day for paid accounts.
• These are response targets, not resolution guarantees.

8. Data & privacy commitments

Independent of availability, Curio always:

• Never stores conversations — they're relayed (transcript email / your collector) and forgotten.
• Isolates content per domain — a bot answers only from its own domain's content (plus anything you mark shared).
• Protects secrets & PII in code — secrets, internal sources, the system prompt, and sensitive identifiers are scrubbed deterministically, not just by prompting.

See the Privacy Policy for full details.

9. Status & changes

• Live availability is shown on your portal's Service status card.
• We may update this SLA; material changes will be announced via the changelog. Continued use after a change constitutes acceptance.

Questions about this SLA? Reach us through the widget on getcurio.chat.