Service Level Agreement (SLA)
Last updated: 2026-08-27
Operational draft pending counsel validation. This is not legal advice.
Runway Ready AI SL operates RunwayReady with a reasonable availability target for consumers. The service may scale to zero when unused; cold-start latency does not constitute an SLA breach.
Clients & support
| Commitment | Draft SLA |
|---|---|
| First response to support (contact@runwayready.ai / in-app) | 2 business days |
| Availability | Best effort; cold-start excluded |
Rights & consents (GDPR)
| Commitment | Draft SLA |
|---|---|
| DSAR (access / export / delete / rectify) | Acknowledge within 5 business days; complete within 30 days (Art. 12) |
| Consent withdrawal (analytics / cookies / diagnosticLogs) | ASAP / within 24 hours of API success |
| Breach notify AEPD when required | 72 hours of awareness |
| AEPD complaints | https://www.aepd.es · contact@runwayready.ai |
Payments (receive & pay out)
| Commitment | Draft SLA |
|---|---|
| Refund after Stripe refund initiation | 5–10 business days |
| Consumer withdrawal | 14 days (Return policy) |
| Seller payouts (marketplace) | After delivery / dispute window: target ~2 rolling business days via Stripe Connect (draft / counsel-pending; Connect implementation in progress) |
| Seller shipping | Listing timeframe; default 5 business days |
| Chargebacks | Per Stripe / card-network deadlines |
Shipping (Shippo) & insurance
| Commitment | Draft SLA |
|---|---|
| Shippo label / rate available to seller after payment | Best effort same business day; dependent on Shippo/carrier |
| Tracking updates to buyer | Per carrier events via Shippo (no proprietary network SLA) |
| Acknowledge damage/loss / insurance claim | 2 business days after in-time report (48h of delivery) |
| Decision or escalate to Shippo/insurer | 10 business days (draft; subject to insurer timelines) |
| Buyer protection (hold / dispute) | Funds held until delivery + withdrawal window; dispute first response within 5 business days |
Third-party providers (SLA / official documents)
Third-party uptime commitments are as published by each vendor; may be plan- or enterprise-gated. Counsel-pending.
| Provider | Published SLA (summary) | Online documents |
|---|---|---|
| fal.ai (Features & Labels, Inc.) Generative image APIs + LLM failover (`fal-ai/any-llm`) | Enterprise / Serverless marketed uptime ~99.99%; public ToS has no end-user consumer SLA. DPA/SCC countersignature pending (ENG-05 / CF-04). | Legal center · Terms of Service · Privacy Policy · Acceptable Use Policy · Trust center · Status · Enterprise · Status |
| Shippo Marketplace shipping labels, rates, tracking, optional insurance | Shippo publishes ~99.9% uptime SLA (plan-dependent; Premier/API plans advertise 99.9%). Carrier transit times are outside Shippo API SLA. | Terms of Use · Privacy Policy · Insurance Terms of Service · Privacy hub · API docs · Status · Status |
| Stripe Subscriptions, marketplace payments, Stripe Connect payouts | Availability and remedies under Stripe Services Agreement; no separate public uptime % for all products. Refunds/chargebacks per network + SSA. | Services Agreement (SSA) · SSA overview · Data Processing Agreement · Privacy Center · Status · Status |
| Google Cloud / Vertex AI Primary LLM / vision (Gemini); GCS storage | Vertex AI Platform SLA (Monthly Uptime % / financial credits per Google Cloud SLA pages). Generative features may have separate Gemini SLA docs. | GCP SLA index · Vertex AI Platform SLA · Gemini generative AI SLA · Cloud Data Processing Addendum · Status · Status |
| Google Firebase Authentication, app config, hosting (marketing), messaging | Firebase services under GCP Terms / Firebase ToS; Cloud Storage for Firebase and related products inherit applicable GCP SLAs where listed. | Firebase Terms of Service · Privacy & Security · Cloud Data Processing Addendum · Status · Status |
| OpenRouter Optional chat/suggestion model routing | No public uptime SLA found; monitor status.openrouter.ai. Provider-specific data retention / training policies apply per route. | Terms of Service · Privacy Policy · Provider logging / retention · Status · Status |
| Sentry Error monitoring (when DSN configured; production) | SaaS availability per Sentry subscription plan / MSA; not a consumer-facing product SLA. | Terms of Service · Privacy Policy · DPA · Status · Status |
| Apple App Store / StoreKit billing (iOS), ATT, privacy nutrition labels | App Store / StoreKit availability per Apple Developer / media services terms. ATT governs tracking; NSPrivacyTracking=false holds only while app emails are not synced to Meta Custom Audiences. | Privacy Policy · App Store Review Guidelines · User Privacy and Data Use (ATT) · Licensed Application End User License Agreement |
| Google Play Play billing (Android), Data Safety form | Play distribution and billing under Google Play Developer / Payments terms. Data Safety disclosures must match in-app privacy text. | Google Play Terms of Service · Developer Distribution Agreement · Payments / billing |
| Brevo Transactional email (verification, password reset, welcome). Live ESP — not SendGrid. | Transactional email under Brevo terms / DPA; no consumer-facing uptime SLA. Deliverability depends on domain authentication (SPF/DKIM/DMARC). | Terms of Use · Privacy Policy · Data Processing Agreement · Status · Status |
| Meta Custom Audiences / marketing pixels — gated on ATT + marketing consent; not enabled for tracking while NSPrivacyTracking=false | Marketing measurement only when configured and marketing consent (and iOS ATT, if tracking) is granted. Sync of app emails to Custom Audiences must stay gated or Apple tracking answers flip to Yes. | Privacy Policy · Business Tools Terms · Custom Audiences terms |
Platform (DSA)
| Commitment | Draft SLA |
|---|---|
| Illegal-content report | Acknowledge within 24h; decide within 7 days (draft) |
| Appeals | contact@runwayready.ai |
Runway Ready AI SL, CIF B27598499, Calle Faraday 7, Parque Científico de Madrid, 28049 Madrid, Comunidad de Madrid, Spain