Terms & Conditions
API Basic Service Level Agreement
1. API Availability
If our API does not achieve 99.9% availability, you will be able to claim free DPU hours.
Availability and the DPU hours credit will be measured as follows:
|Service level||Availability measure||Credit|
|99.9% availability per month|
Measured by our monitoring systems at the end-points of our API, and calculated as follows:
% availability = ((Month - Downtime) x100) / Month
Example: A 30 day month has 43200 minutes. There are 60 minutes of planned maintenance in that month, and no other Permitted Downtime. If there is an outage in our system of 200 minutes, our availability % is:
(((43200 - 60) - 200) x 100) / (43200 - 60) = 99.536% availability
If the availability % is less than 99.9%, you will be entitled to DPU hours that are equivalent to the period of Downtime that is below our 99.9% service level, rounded up to the nearest hour
Example: If we experience 99.536% availability, you can claim 157 minutes, rounded up to 3 DPU hours, in credit
The following meanings apply in the above table:
- “Available” means that our API is available for you to use in the way we intend upon your first request, or within a 30 second window of your second request
- “Month” means the total number of minutes in each month, less the Permitted Downtime
- “Downtime” means our API downtime, being the number of minutes in a month when our API is not available for any reason
- “Permitted Downtime” means the number of minutes in the month during which our API is not Available as a result of:
- planned maintenance (see below)
- unavailability of the Data to us (see section 8 of the API terms)
- interruptions that are outside of our reasonable control (see section 11 of the API terms)
- your account being suspended or closed
We will try to place a warning on our site 48 hours in advance of site maintenance.
2. Claiming Credit
If you believe that you are entitled to DPU hours credit for us failing to meet our availability service level in accordance with section 1, you may submit a credit request by contacting our support team. You will need to do this within 48 hours of the end of the month in respect of which you believe that you are due the credit. These service credits must be used within three (3) months from when they are granted or they may expire. At no time may these hour credits be redeemed for actual money.
An on-demand user will only be able to obtain DPU hours credit if our API is not available during a period when the on-demand user is paying for a stream.
If you claim and are entitled to the credit, we will add it to your account within one month.
3. Nature of this SLA
You will not be entitled to DPU hours credit under this SLA if you are in breach of the API terms or if your account had been suspended or closed.
This SLA does not cover the performance of your network or the internet as it is measured at the points at which our API connects to the internet. In particular, this SLA does not cover that are beyond our control, including reasonable control (including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labour problems (other than those involving employees), computer, telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems and denial of service attacks) It also does not cover service levels from our data providers (i.e. Twitter) or our platform partners.
The DPU hours credit offered under this SLA is the exclusive remedy for our API not being available. If you close your account with DPU hours credit available on it, you will lose this credit and no refund will be paid.
Words that are defined in the API terms will have the same meaning when used in this SLA. The API terms take precedence over this SLA if ever a conflict arises between the two.
We may change, discontinue, or add to, this SLA at any time. Registered users of our API will be informed of this at least 30 days in advance – you are able to close your account before the change comes into effect if you don’t agree with it.