Service Level Agreement

Last updated: July 31, 2026

This page defines how we measure availability and what we commit to. For all customers it describes our operating target; contractually binding remedies (service credits) apply to customers with an Enterprise agreement that incorporates this SLA.

1. Definitions

• Monthly Uptime Percentage. 100% minus the percentage of minutes in a calendar month during which the platform was Unavailable.
• Unavailable. A minute in which our synthetic monitoring observes an error rate above 5% for API requests that are valid, authenticated and within plan limits.
• Measurement. Availability is measured by an independent monitoring system that probes the live API once a minute and validates response contracts, and is published continuously on the status page.

2. Availability target

We target a Monthly Uptime Percentage of 99.9% for the API platform. The platform is engineered with redundant serving paths and automatic recovery precisely so that single failures do not become customer-visible downtime.

3. Exclusions

Downtime does not include unavailability caused by:

• scheduled maintenance announced at least 48 hours in advance (rare by design);
• your systems, credentials, misuse, or requests outside plan limits;
• suspension or termination under the Terms or AUP;
• factors beyond our reasonable control (force majeure, internet-wide outages, actions of governmental authorities).

4. Service credits (Enterprise)

Credit claims must be submitted within 30 days of the month in question to support@endpointry.com, referencing the affected request IDs or status page incidents. Credits apply to future invoices, are the exclusive remedy for availability shortfalls, and never exceed 50% of the monthly fee.

5. Incident communication

Incidents are published on the status page with timeline updates (investigating → identified → monitoring → resolved) and a post-incident summary for significant events.