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

Primary sources (accessed 2026-08-27): ICO — international transfers / IDTA · PECR · DPA 2018 · Cal. Civ. Code 1798.120 opt-out of sale/share · Cal. Civ. Code 1798.135 methods · CPPA FAQs · OPC — PIPEDA · Quebec Law 25 / CAI · OAIC — Australian Privacy Principles · Privacy Act 1988 (Cth) · DPDP Act 2023 · DPDP Rules 2025 (notice / grievance)