Scale SLA
The service level Backwork commits to for organizations on the Scale pack
This service level applies to organizations on the Scale pack. Credits and Build carry no service level.
Commitment
The https://backworkhealth.com/api/v1 API is available at least 99.9% of each calendar month.
A minute is unavailable when more than 5% of valid, authenticated requests in that minute fail with a 5xx status. These do not count as unavailable:
4xxresponses, including402 BILLING_CREDITS_EXHAUSTEDand429 RATE_LIMIT_EXCEEDED;- the sandbox (
/api/sandbox/v1) and the MCP server; - maintenance announced at least 48 hours ahead on the status page, up to 4 hours per month;
- failures caused by the caller's network, a third-party outage outside Backwork's providers, or requests that break the rate limits.
Service credits
If monthly availability falls below the commitment, the organization receives a credit on the next Scale invoice:
| Monthly availability | Credit |
|---|---|
| Below 99.9% | 10% of that month's Scale fee |
| Below 99.0% | 25% of that month's Scale fee |
Claim a credit within 30 days of the month's end by writing to support@backworkhealth.com with the affected request_id values. Credits are the only remedy under this SLA.
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