Cohere SLA credit guide

A VERIFIED PUBLISHED PAYER ON A 99.5% MONTHLY SLO, TIERED 10/20/30% OF THE AFFECTED SERVICE'S MONTHLY INVOICE. Source: Cohere's "Service Level Objective (SLO) — Cohere API SaaS Service" at https://cohere.com/slo, read first-hand 2026-10-09. The page body is a Sanity-hosted docx, and neither the page nor the docx carries an effective or last-updated date, so its provenance is the URL and the read date only. THE FIGURE: Cohere "will use commercially reasonable efforts to make the Cohere API SaaS Services available on a 24 x 7 x 365 basis with an objective of achieving" a Monthly Uptime Percentage of >= 99.5% for each Covered Service — os.cohere.ai and api.cohere.ai. Despite the "objective" wording it is encoded as a guarantee, not a target: the credit is tied to a numerical miss ("If Cohere fails to meet the SLO in any calendar month"), the Grafana / Cloudflare Workers / AssemblyAI precedent. ⚠️ A DISCREPANCY ON THE PAGE ITSELF: the rendered HTML table on cohere.com/slo lists "dashboard.cohere.ai" where the docx's table and its "Covered Service" definition say "os.cohere.ai". The docx is the operative text and is what is transcribed here; a claim about the dashboard host should cite the docx wording and expect Cohere to apply it. THE CREDIT TABLE, as a "Credited % of Monthly Invoice" — "Percentage of the monthly invoice for the respective Covered Service which does not meet the SLO": "98% to < 99.5%" → 10%; "95% to 97.99%" → 20%; "<94.99%" → 30%. Exactly 97.99% pays 20% ("to 97.99%" is inclusive); exactly 99.5% met the SLO and pays nothing. ⚠️ TWO GAPS THE TABLE PRICES AT NOTHING, reproduced faithfully rather than smoothed over: a month strictly between 97.99% and 98%, and a month from 94.99% (inclusive — 94.99% itself is not "<94.99%") up to but not including 95%. Both are below the 99.5% SLO — a miss — and Cohere's own table sets no percentage for either. Do not read a credit into them. ⏰ THE WINDOW RUNS FROM ELIGIBILITY, NOT FROM MONTH-END: "Customer must notify Cohere at support@cohere.com within 30 days from the time that Customer becomes entitled to receive a Service Level Credit" — the docusign/vercel/gcp eligibility anchor (DEADLINE_BASIS.cohere = eligibility), so file as soon as the month's uptime drops below 99.5% rather than waiting for month-end. The notice must give "the date and time upon which the SLO failure occurred, and any additional information requested by Cohere"; non-compliance forfeits the credit. COHERE DECIDES IN ITS SOLE DISCRETION: "Based on the information provided by Customer and Cohere’s internal system logs, Cohere will make a determination, in its sole discretion, whether Customer will receive a Service Level Credit" — so the customer's own monitoring evidence is what it brings to that determination. HOW CREDITS SETTLE: credited to the next monthly invoice; Service Level Credits "apply to outstanding or future invoices only and are forfeited upon termination or expiration of the Agreement", and Cohere "is not required to issue refunds or to make payments against such credits under any circumstances" — file before any termination. The Service Level Credits are the sole and exclusive remedy, and are conditional on the Customer meeting its obligations under the Agreement. Cohere "may unilaterally amend this SLO, in whole or in part" by prior notice or by posting notice on the Website, so re-read the page before filing. EXCLUSIONS: the SLO does not apply to features marked Alpha or Beta or excluded from the Covered Services in Cohere's Documentation, and the Monthly Uptime Percentage excludes unavailability due to (i) acts or omissions of Customer or its Permitted Users, including modifications to the Covered Service or breach of the Agreement; (ii) failure to adhere to Cohere's recommendations, including hardware/software configuration for minimum system requirements; (iii) Cohere acting at Customer's request or direction; (iv) Customer-driven demand spikes not previously agreed in writing; (v) scheduled or emergency maintenance; (vi) downtime of third party service providers; (vii) Force Majeure; (viii) suspension permitted under the Agreement. THREE DOCUMENTS THAT ARE NOT THIS SLA: (1) the Cohere SaaS Agreement (https://cohere.com/saas-agreement) disclaims the services "AS IS" / "AS AVAILABLE" and does not itself name the SLO — the SLO's own definitions tie it to that Agreement or the Terms of Use; its "Disputed Charges" 45-day clause is a BILLING-DISPUTE clock, NOT a credit window, and must not be encoded as claimWindowDays; (2) the Cohere Terms of Use (last updated September 7, 2022) mention no SLA or SLO; (3) the pricing page mentions no SLA or SLO. Source: https://cohere.com/slo, read first-hand 2026-10-09.