1. Overview
This Master Service Level Agreement ("SLA") defines the uptime commitments and service credit entitlements for paid DataLink APIs subscriptions. This SLA is incorporated by reference into the Terms of Use. Free tier users are not covered by this SLA. The SLA may be updated independently of the Terms of Use with a minimum of 14 days notice.
2. Uptime Commitment
We commit to the following Monthly Uptime Targets. Uptime is measured by the percentage of minutes in a calendar month during which the API gateway is reachable and returning valid responses, excluding upstream provider outages and scheduled maintenance.
| Plan | Monthly Uptime Target |
|---|---|
| Free | Best effort — no SLA |
| Starter | 99.5% |
| Pro | 99.9% |
3. Scheduled Maintenance
We will provide a minimum of 48 hours advance notice for scheduled maintenance that may affect service availability. Maintenance windows are typically conducted between 02:00–04:00 UTC on weekdays. Scheduled downtime does not count against uptime calculations.
4. Incident Response Times
P1 incidents are handled 24/7. All other severities are handled during business hours (09:00–18:00 GMT, Monday–Friday) unless otherwise agreed.
| Severity | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| P1 | Full API outage | 15 minutes | 2 hours |
| P2 | Partial outage / degraded service | 30 minutes | 4 hours |
| P3 | Non-critical degradation | 2 hours | 24 hours |
| P4 | Minor issues / enquiries | 1 business day | 5 business days |
5. Service Credits
If we fail to meet the uptime commitment in a given calendar month, eligible customers may request service credits as follows. Credits are applied to the next billing cycle and are the sole remedy for SLA breaches.
| Monthly Uptime Achieved | Credit (% of monthly fee) |
|---|---|
| Below target but above 95.0% | 10% – 25% depending on severity |
| Below 95.0% | 50% |
6. Exclusions
The following are excluded from uptime calculations and credit eligibility:
- ✓Scheduled maintenance with prior notice.
- ✓Outages caused by customer misuse, misconfiguration, or exceeding rate limits.
- ✓Outages where at least one (primary or fallback) upstream provider remained functional.
- ✓Force majeure events as defined in the Terms of Use.
- ✓Free tier accounts.
7. Monitoring & Reporting
System status and incident history are published at status.datalinkapis.com. Customers are encouraged to subscribe to status updates for real-time notifications of platform health and scheduled maintenance.
8. Credit Requests
Credits must be requested within 30 days of the incident by emailing hello@datalinkapis.com with the subject line "SLA Credit Request — [Month Year]". We will review and respond within 10 business days.
9. Amendments
OrangeFox LLC may update this SLA from time to time. Material changes will be communicated via email with a minimum of 14 days notice. Continued use of the Service after the effective date constitutes acceptance of the revised SLA.
SLA Credit Request?
Credits must be requested within 30 days of the incident. Email us with the subject line SLA Credit Request — [Month Year].
Email hello@datalinkapis.com