# Scale SLA
URL: https://backworkhealth.com/docs/sla

The service level Backwork commits to for organizations on the Scale pack

This service level applies to organizations on the [Scale pack](/docs/pricing). Credits and Build carry no service level.

## Commitment [#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:

* `4xx` responses, including `402 BILLING_CREDITS_EXHAUSTED` and `429 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](/docs/rate-limits).

## Service credits [#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](mailto:support@backworkhealth.com) with the affected `request_id` values. Credits are the only remedy under this SLA.