Legal
Service Level Agreement
Last updated: 12 August 2026
Service Level Agreement (SLA)
Last updated: 2026-08-02
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 |
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