Vendors › Writer
Writer SLA
99.9%
Uptime commitment
20%
Max service credit
5d
Claim window
Manual
Credit application
enterprise
Min plan for SLA
B
- Service credits on request Credits are available, but you must file a claim to receive them.
- Standard uptime commitment: 99.9% A common industry baseline.
- Very short claim window: 5 days Easy to miss; credit is forfeited if you file late.
- Credit cap: 20% The most you can recover for a bad month.
- SLA only on top-tier plans The uptime SLA applies only to enterprise customers.
Service credit policy
Calculation: tiered · Remedy: credit · Max 20%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 5% |
| 99% | 10% |
| 98% | 20% |
How to claim
| Submission method | Email · writer.com/contact/ ↗ |
|---|---|
| Deadline (submission) | 5 business days · Submit a written request within 5 business days after the affected month |
| Review timeline | 30 days |
| Credit applied | Applied to future invoice |
Required evidence: Account/Project ID, Affected service, Incident timestamps, Impact evidence.
Per-service SLAs (3)
Hyperscalers and most platforms commit to SLAs per service, not one blanket number. 3 tracked · 3/3 SLA-eligible.
| Service | Category | Uptime | SLA | Source |
|---|---|---|---|---|
| Palmyra LLMs Enterprise LLM family (Palmyra X5) | AI | – | eligible | SLA ↗ |
| AI Studio Developer platform / API | AI | – | eligible | SLA ↗ |
| AI HQ / Agents Agent building and workflows | AI | – | eligible | SLA ↗ |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | No | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Beta / preview features
Notes
Writer is an AI & Machine Learning provider. See the SLA/terms at https://writer.com/legal/sla/.
Found an error or stale SLA? Suggest a correction ↗ (quick form, no account changes needed) · View as JSON