Service Level Agreement (SLA)

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

Uptime Targets

Service Availability by Tier

All paid plans carry the same 99.9% monthly uptime target. The free tier is best-effort. Verify current and historical uptime any time on the status page.

If you need contractually binding availability terms or service credits, those are negotiated individually — contact sales@oilpriceapi.com.

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 undocumented endpoints

Performance Targets

Response Times

We publish no per-request latency commitment, and no percentile figures. In normal operation the REST API responds in under a second. Historical range queries take longer as the requested window grows.

Response time depends on your network path, the endpoint, the size of the result set, and whether the response is served from cache (check the X-Cache header). Measure it from your own environment rather than relying on a published number — if you need a latency commitment in writing, contact sales@oilpriceapi.com.

Data Freshness Targets

These are operational targets, not measured percentages. We do not publish an on-time delivery rate.

Support

Support is provided on a best-effort basis for all plans. We do not publish contractual response-time commitments by plan tier.

• Email: support@oilpriceapi.com — include the X-Request-Id from an affected response so we can trace it
• Outages: check status.oilpriceapi.com first; active incidents are posted there
• Security issues: security@oilpriceapi.com

If your use case requires committed support response times, contact sales@oilpriceapi.com to discuss a custom agreement.

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

Uptime Reporting

Uptime and incident history are published on the status page and are the same for every customer. If you need a written uptime report for a compliance or procurement review, email support@oilpriceapi.com.

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"
• Demo endpoints (/v1/demo/*)
• Deprecated endpoints (after notice period)
• Undocumented functionality

Remedies & Limitations

Remedies

The targets on this page are operational commitments, not a service-credit contract. We do not publish a standard credit schedule. If you require contractual remedies, contact sales@oilpriceapi.com to discuss a custom agreement.

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

• Support: support@oilpriceapi.com (best effort — include the X-Request-Id from an affected response)
• Security: security@oilpriceapi.com
• Custom agreements: sales@oilpriceapi.com

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

Frequently Asked Questions

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

Q: What if I need a contractual SLA with service credits? A: Contact sales@oilpriceapi.com for a custom agreement. The targets on this page are operational commitments, not a credit-backed contract.

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