Last Updated: September 25, 2026
This Laneful APIs Service Level Agreement (“Laneful API SLA”) is incorporated into and forms part of the Terms of Service located at https://joylabs.com/legal/terms-of-service (“Terms of Service”) between Joy Labs Ventures LLC doing business as Laneful (“Laneful”) and Customer. Capitalized terms used but not defined in this Laneful API SLA have the meanings set forth in the Terms of Service. In the event of a conflict between this Laneful API SLA and the Terms of Service, the Terms of Service shall control, except solely with respect to the service level commitments and credits expressly described herein.
1. Definitions. The following defined terms apply to this service level agreement for the Laneful Services APIs (as defined below):
“Actual Monthly API Availability Percentage” = (A-B)/A * 100, where:
• A = Total Monthly API Time (as defined below), and
• B = Unavailable Monthly API Time (as defined below).
“API Service Credit” means the credit that Customer is eligible to request pursuant to Section 3 (API Service Credits) of this Laneful API SLA if the Actual Monthly API Availability Percentage is less than the applicable Monthly API Availability Percentage Threshold. An API Service Credit is calculated by multiplying the applicable API Service Credit percentage set forth in Section 3 (API Service Credits) of this Laneful API SLA by (i) the fees Customer actually incurs for the affected Laneful Services APIs for the applicable calendar month.
“Laneful Services API” means the application programming interface for the Services branded as “Laneful”.
“Monthly API Availability Percentage Threshold” means 99.5%.
“Total Monthly API Time” means the total number of minutes in the applicable calendar month.
“Unavailable Monthly API Time” means the number of minutes in the applicable calendar month during which the Laneful Services APIs, as applicable, return a server-side status code (e.g., HTTP 5xx class errors) for properly formed and authorized requests. Unavailable Monthly API Time does not include Excluded Monthly API Times (as defined below).
2. Status Notifications. Laneful will maintain a publicly accessible status page on the Laneful website. Customer may, not more than once per calendar month, request a report indicating the Actual Monthly API Availability Percentage for the previous thirty (30) days.
3. API Service Credits.
(a) Availability. Laneful commits that the Actual Monthly API Availability Percentage will be at least 99.5% in each calendar month, excluding Excluded Monthly API Times. If the Actual Monthly API Availability Percentage for the Services APIs falls below 99.5% in a calendar month, Customer shall be entitled to request an API Service Credit equal to 10% of the fees for the affected Services APIs for that calendar month, excluding Excluded Monthly API Times, as measured by Laneful’s internal monitoring systems.
(b) Annual Cap. Except as expressly provided in an applicable Order Form, in no event shall the total API Service Credits issued to Customer in any twelve (12) month period exceed five percent (5%) of the fees paid or payable for the Laneful Services APIs during such twelve (12) month period.
(c) Conditions for API Service Credit. To receive an API Service Credit, Customer must submit a written request to Laneful within thirty (30) days after the end of the affected calendar month in accordance with this Section. All submissions must include the following: (a) “SLA Claim” as the subject of the support ticket; (b) the dates and times of Unavailable Monthly API Time for the Laneful Services APIs; and (c) any documentation of such Unavailable Monthly API Time. Any API Service Credit will be applied to future amounts payable by Customer to Laneful for the Laneful Services APIs. The API Service Credits are not available in the form of refunds. No API Service Credit shall be issued if Customer is delinquent on its payment obligations.
4. Excluded Monthly API Times. Notwithstanding anything to the contrary in this Laneful API SLA, no Unavailable Monthly API Time will be deemed to have occurred if it (a) is caused by factors outside of Laneful’s reasonable control, including, without limitation, third-party provider problems or issues, Internet access or related problems occurring beyond the point in the network where Laneful maintains access and control over the Laneful Services APIs; (b) results from any action or inaction of Customer or any third party (except for Laneful’s agents and subcontractors); (c) results from Customer’s equipment, products and services, software, applications, or other technology, add-on services, or third-party equipment, software, or other technology (except for equipment within Laneful’s direct control); (d) occurs during Laneful’s scheduled maintenance for which Laneful will provide at least twenty-four (24) hours prior notice; (e) occurs during Laneful’s emergency maintenance (maintenance that is necessary for purposes of maintaining the integrity or operation of the Laneful Services APIs), regardless of the notice provided by Laneful; (f) results from any Laneful Services APIs that are identified as alpha, beta, not generally available, limited release, developer preview, or any similar Laneful Services APIs offered by Laneful; (g) results from suspension of Services in accordance with the Agreement; (h) results form a Force Majeure event; or (i) is less than five (5) minutes of continuous unavailability in duration (collectively, “Excluded Monthly API Times”).
5. Support Services.
(a) Standard Technical Support. Laneful will provide standard technical support during its normal business hours, Monday through Friday, excluding U.S. federal holidays. Laneful does not provide 24x7 or 365 support, unless mutually agreed to in a writing signed by both parties. A “P0 Incident” means a complete failure of the Laneful Services APIs, or a failure of an infrastructure component identified in Section 3(c), that prevents Customer from sending production email traffic and for which no commercially reasonable workaround is available. For P0 Incidents, Laneful will provide an initial response within five (5) hours, measured in calendar hours from Laneful’s receipt of a support ticket submitted through Laneful’s then-current designated support channel and identified as a “P0 Incident” in the subject line. The foregoing is a response commitment only; Laneful makes no commitment as to resolution time for any incident. No response time or resolution time commitments apply for issues that are not P0 Incidents.
(b) Support Exclusions. Laneful has no obligation to provide support for issues arising from: (a) Customer misuse of the Services; (b) violations of the Acceptable Use Policy; (c) Third-Party Products or integrations; (d) unsupported configurations or environments; and/or (e) modification not made or authored by Laneful.
6. Entire Laneful API SLA Liability. The API Service Credits are Laneful’s sole and entire liability to Customer, and Customer’s sole and exclusive remedy, for Laneful’s failure to meet any Monthly API Availability Percentage Threshold. API Service Credits are applied only against future amounts payable by Customer and are not redeemable for cash or any other refund.
7. Updates. Laneful may update this Laneful API SLA from time to time.