This Service Level Agreement (SLA) describes the service availability that Friendly Captcha GmbH, the operator of the IP Trust service, will provide to the Professional Service User.
During the Term of the agreement under which Friendly Captcha GmbH has agreed to provide IP Trust services to the Professional Service User (the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to the Professional Service User of at least 99.9% (the “Service Level Objective” or “SLO”).
If IP Trust does not meet the SLO, and if the Professional Service User meets its obligations under this SLA, the Professional Service User will be eligible to receive the Financial Credits described below. This SLA states the Professional Service User’s sole and exclusive remedy for any failure by IP Trust to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement.
The following definitions apply to the SLA:
“Back-off Requirements” means, when an error occurs, the Professional Service User is responsible for waiting for a period of time before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.
“Covered Service” means API requests to the IP Trust API for Professional Service Users.
“Downtime” means more than a 5% Error Rate. Downtime is measured based on server side Error Rate.
“Downtime Period” means a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.
“Error Rate” means the number of Valid Requests that result in a response with HTTP Status 500 and Code “Internal Error” divided by the total number of Valid Requests during that period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
“Monthly Uptime Percentage” means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.
“Professional Service User” is defined as any account actively using and paying for IP Trust service plans (Professional Plans). For more details about the service plans, see the IP Trust pricing page.
“Valid Requests” are requests that conform to the Documentation, and that would normally result in a non-error response.
| Monthly Uptime Percentage | Financial Credit |
|---|---|
| 99.0% – < 99.9% | 10% |
| 95.0% – < 99.0% | 25% |
| < 95.0% | 50% |
In order to receive any of the Financial Credits described above, the Professional Service User must notify IP Trust technical support at support@iptrust.co within 30 days from the time the Professional Service User becomes eligible to receive a Financial Credit. The Professional Service User must also provide IP Trust with the date and time Downtime errors occurred.
If the Professional Service User does not comply with these requirements, the Professional Service User will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, IP Trust will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.
The total maximum number of Financial Credits to be issued by IP Trust to the Professional Service User for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by the Professional Service User for the Covered Service for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.
The SLA does not apply to any: (a) features designated pre-general availability (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors:
IP Trust may change its policies to reflect current acceptable practices at its discretion. IP Trust will take reasonable steps to let its service users know about changes via IP Trust’s website. IP Trust will provide 30 days advance notice to its service users before materially reducing the benefits offered to its service users under this policy.
This policy is effective as of 27 February 2026.