Vallkey

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Service level agreement

This is what Vallkey promises Business plan customers about uptime and support, and what you get back if we do not keep the promise. It is part of the terms of service for the Business plan.

Last updated October 24, 2026

1. The promise

The Vallkey proxy, which receives the requests your apps send with ghost keys, is available at least 99.9% of each calendar month. That allows about 43 minutes of downtime in a 30-day month.

2. How it is measured

The proxy is available when it receives a request and answers it: it forwards it to the provider or refuses it because of your rules. A minute counts as down when our monitoring sees the proxy fail to answer, or answer with an error caused by Vallkey itself. Our monitoring checks every few minutes from several places, and its results are on the public status page.

Monthly uptime is the share of minutes in the month that were not down.

3. Service credits

If monthly uptime is below the promise, you get a credit on the fee you paid for that month:

  • Below 99.9%: 10% of the month's fee
  • Below 99.0%: 25% of the month's fee
  • Below 95.0%: 50% of the month's fee

Credits are taken off your next invoice, or refunded if you leave. They never add up to more than 50% of a month's fee. Service credits are the only compensation for missing the uptime promise.

4. What does not count as downtime

  • Outages of the providers you use, such as Stripe or OpenAI. Vallkey forwards their answers, including their errors.
  • Planned maintenance announced on the status page at least 48 hours ahead, at most 4 hours a month.
  • Requests refused on purpose: by your rules, a killed or expired key, or a plan limit.
  • Problems in your own systems or network, or on the internet outside Vallkey's control.
  • Events beyond reasonable control, such as natural disasters or a large-scale attack on the wider internet.

The dashboard and the management API aim for the same uptime, but credits apply to the proxy, which is what your apps depend on.

5. Support

  • Urgent problems, such as requests failing for every key: a first answer within 4 business hours.
  • Everything else: a first answer within 1 business day.

Write to support@vallkey.com or use the Support page in the dashboard. Business days are Monday to Friday, except public holidays.

6. Asking for a credit

Write to support@vallkey.com within 30 days after the end of the month, with your account email and the times you saw problems. We check them against our monitoring and answer within 10 business days.