Service Level Agreement (SLA)
Overview
OilPriceAPI provides reliable commodity price data with guaranteed uptime and performance targets for paid plans.
Uptime Guarantee
Paid Plans
- 99.5% monthly uptime guarantee
- Measured: Calendar month basis
- Credit: 10% of monthly fee per 1% below SLA threshold
- Excludes: Scheduled maintenance (announced 48 hours in advance)
Free Tier
- Best effort basis
- No uptime guarantee
- Subject to rate limiting during high traffic
Performance Targets
Response Times (95th percentile)
- Latest prices endpoint: <500ms
- Historical data endpoint: <2 seconds
- Metadata endpoints: <200ms
- WebSocket connections: <100ms initial connect
Measured from API endpoint to your region. Performance may vary based on geographic location.
Support Response Times
Free Tier
- Community support via GitHub
- Best effort response time
Paid Tiers (Exploration, Production)
- Email support: <24 hours (business days)
- Priority assigned to production issues
Enterprise Plans
- Priority email support: <4 hours
- Dedicated Slack channel available
- Phone support during business hours
Data Freshness
Real-Time Data
- Spot prices: Updated every 5-15 minutes during market hours
- Futures prices: Real-time during trading hours
- Market status: Updated every 60 seconds
Historical Data
- Daily updates: Previous day data available by 9am ET
- Weekly aggregations: Updated Mondays by 12pm ET
- Monthly data: Updated first business day of month
Rate Limits
By Plan Tier
- Free: 1,000 requests/month
- Exploration: 10,000 requests/month
- Production: 50,000 requests/month
- Reservoir Mastery: 250,000 requests/month
Burst Limits
- Maximum 100 requests per minute (all plans)
- Exceeding burst limit returns 429 status code
- Retry-After header indicates wait time
Incident Communication
Status Updates
- Status page: Coming soon (status.oilpriceapi.com)
- Email notifications: For incidents affecting your account
- Incident postmortem: Published within 48 hours of major incidents
Planned Maintenance
- Announced 48 hours in advance via email
- Scheduled during low-traffic windows (typically Sundays 2-6am ET)
- Estimated duration provided in advance
SLA Credits
Eligibility
- Available for paid plans only
- Calculated monthly based on actual uptime
- Automatically applied to next invoice
Credit Calculation
| Uptime % | Credit |
|---|---|
| < 99.5% | 10% |
| < 99.0% | 25% |
| < 98.0% | 50% |
| < 95.0% | 100% |
Exclusions
SLA credits do not apply to downtime caused by:
- Scheduled maintenance (with advance notice)
- Client's internet connectivity issues
- Third-party service failures beyond our control
- Force majeure events
Data Accuracy
Quality Standards
- Multi-source validation: Prices cross-checked across 3+ sources
- Outlier detection: Automated alerts for anomalous data
- Manual review: Suspicious data flagged for human verification
Error Reporting
- Report data discrepancies via email: [email protected]
- Investigation initiated within 24 hours
- Resolution target: 48 hours for data corrections
Security Commitments
Infrastructure
- Encryption: TLS 1.2+ for all API endpoints
- Data at rest: Encrypted PostgreSQL database
- Backups: Daily automated backups, 30-day retention
Compliance
- GDPR compliant data processing
- SOC 2 Type II certification (in progress)
- Annual third-party security audits
Changes to SLA
We may update this SLA with 30 days notice via email. Continued use of the service after updates constitutes acceptance of new terms.
Contact
Questions about our SLA?
- Email: [email protected]
- Documentation: https://docs.oilpriceapi.com
- Sales: https://www.oilpriceapi.com/pricing
Last updated: November 29, 2024Effective date: October 1, 2024