Service Level Agreement (SLA)

OilPriceAPI's commitment to reliability and performance for your business-critical applications.

Uptime Guarantees

Service Availability by Tier

What Counts as Downtime

Included in SLA:

• Complete API unavailability
• Authentication service failures
• Response errors >50% for 5+ minutes
• Data feed failures affecting >30% of commodities

Excluded from SLA:

• Scheduled maintenance (notified 72 hours in advance)
• Force majeure events
• Customer-side issues (network, implementation errors)
• Rate limiting due to exceeding plan limits
• Beta features and test endpoints

Performance Guarantees

Response Time SLAs

Data Freshness SLAs

Support Response Times

By Severity Level

By Plan Tier

Credit Calculation

Uptime Credits

For qualifying downtime beyond the SLA threshold:

Credit % = (Downtime Minutes - SLA Allowance) / (Total Minutes in Month) × 100

Credit Schedule:

How to Claim Credits

1. Submit claim within 30 days of incident
2. Include:
   • Account information
   • Incident timeframe
   • Impact description
   • Request IDs (if available)
3. Email to: [email protected]
4. Subject: "SLA Credit Request - [Your Account]"

Monitoring & Reporting

Public Status Page

Real-time service status: status.oilpriceapi.com

Displays:

• Current system status
• 90-day uptime history
• Active incidents
• Scheduled maintenance
• Historical incident reports

Uptime Calculation

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Where:
- Total Minutes = Minutes in billing period
- Downtime Minutes = Sum of all qualifying outages

Monthly Reports (Enterprise)

Enterprise customers receive monthly SLA reports including:

• Achieved uptime percentage
• Response time percentiles
• Incident summary
• Credit calculations (if applicable)
• Performance trends

Maintenance Windows

Scheduled Maintenance

Standard Windows:

• Saturday 02:00 - 06:00 UTC
• Maximum 1 per month
• 72-hour advance notice via email and status page

Emergency Maintenance:

• Critical security patches only
• Minimum 24-hour notice (when possible)
• Counts toward SLA if exceeds 15 minutes

Maintenance Notification

Notifications sent via:

• Email to account administrators
• Status page updates
• Dashboard banner (48 hours prior)
• API response headers (24 hours prior)

Data Accuracy Commitments

Price Accuracy

Target: >99.9% accuracy compared to source Measurement: Daily automated validation Remediation: Corrections within 4 hours of detection

Historical Data Integrity

Target: 100% preservation of original data Backup Policy: 90-day retention of all corrections Audit Trail: Complete modification history

Incident Management

Incident Classification

Severity 1 - Critical:

• Complete API outage
• Data corruption affecting multiple customers
• Security breach

Severity 2 - Major:

• Partial outage (>30% endpoints affected)
• Significant performance degradation (>3x normal)
• Single commodity data failure

Severity 3 - Minor:

• Isolated endpoint issues
• Minor performance degradation
• Documentation errors

Incident Response Process

1. Detection (0-5 minutes)

   • Automated monitoring alerts
   • Customer reports

2. Triage (5-15 minutes)

   • Severity assessment
   • Impact analysis
   • Team mobilization

3. Mitigation (15-60 minutes)

   • Implement immediate fixes
   • Activate failovers
   • Customer communication

4. Resolution (varies)

   • Root cause identification
   • Permanent fix deployment
   • Verification

5. Post-Mortem (within 5 business days)

   • Root cause analysis
   • Prevention measures
   • Customer notification

Exclusions & Limitations

Force Majeure

SLA does not apply to outages caused by:

• Natural disasters
• War, terrorism, or civil unrest
• Government actions
• Internet backbone failures
• Third-party service failures beyond our control

Customer Responsibilities

SLA requires customers to:

• Use supported integration methods
• Implement proper error handling
• Maintain valid authentication
• Stay within rate limits
• Report issues promptly

Beta Features

No SLA coverage for:

• Features marked as "Beta"
• Test endpoints
• Deprecated endpoints (after notice period)
• Undocumented functionality

Remedies & Limitations

Sole Remedy

Service credits are the sole remedy for SLA violations. Credits:

• Cannot exceed 100% of monthly fees
• Must be requested within 30 days
• Apply to future invoices only
• Are not redeemable for cash

Liability Limitations

Maximum liability for any month shall not exceed the monthly subscription fee paid by customer.

Definitions

"Downtime": Period when API returns errors or is unreachable for legitimate requests

"Monthly Uptime %": (Total Minutes - Downtime Minutes) / Total Minutes × 100

"Emergency": Situation requiring immediate action to prevent data loss or security breach

"Business Day": Monday-Friday, 9:00-17:00 EST, excluding US federal holidays

Contact & Escalation

Standard Support

• Email: [email protected]
• Response per SLA table above

Escalation Path (Enterprise)

1. Support Team
2. Engineering Lead
3. VP of Engineering
4. CTO

Emergency Contacts (Enterprise)

• Provided separately to enterprise customers
• 24/7 availability for critical issues
• Direct engineering team access

SLA Updates

This SLA may be updated with:

• 30-day notice for reductions in service levels
• Immediate effect for improvements
• Version history maintained at docs.oilpriceapi.com/guides/sla

Current Version: 1.0 Effective Date: January 1, 2025 Last Updated: January 23, 2025

Frequently Asked Questions

Q: How do I check current uptime? A: Visit status.oilpriceapi.com for real-time and historical uptime.

Q: Do test API calls count against SLA? A: No, test endpoints (using opa_test_* keys) are not covered by SLA.

Q: What if I need higher SLA guarantees? A: Contact [email protected] for custom enterprise agreements.

Q: How are partial outages calculated? A: Weighted by percentage of affected endpoints. 50% outage for 10 minutes = 5 minutes downtime.

Q: Can credits be transferred or refunded? A: No, credits apply only to future service and are non-transferable.