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Service Level Agreement

Our standard SLA for Institutional plans. It takes effect on the date in your order form, which may adjust these terms. Self-serve plans are covered by the Terms of Service and carry no SLA.

Availability

  • 99.99% monthly uptime for the API and data services.
  • Planned maintenance of up to 8 hours a month, normally Monday 02:00 to 06:00 UTC, with 72 hours' notice by email.

Service credits

If monthly uptime falls short, you receive a credit on your monthly fee:

Monthly uptimeCredit
99.0% – 99.98%5%
95.0% – 98.99%10%
Below 95.0%25%
  • Request a credit at support@aperiodic.io within 30 days, with the affected period and its impact.
  • Credits apply to future invoices, are capped at 25% of the monthly fee and can't be redeemed for cash.

Uptime calculations exclude:

  • Scheduled maintenance
  • Issues caused by the client, or misuse of the service
  • Force majeure
  • Outages at third-party exchanges
  • Internet issues outside Aperiodic's network
  • Beta services

Data delivery

  • Historical data: Parquet files served through the REST API as short-lived pre-signed URLs. Files are immutable once published.
  • Direct object-store access for bulk pulls, without per-request rate limits.
  • Live data: delivered over Kafka.

Support

  • Service issues: support@aperiodic.io. Commercial matters: info@aperiodic.io.
  • Monday to Friday, 09:00 to 18:00 CET/CEST, with a general response target of one business day.

Incident targets:

SeverityFirst responseResolution target
Critical4 hours24 hours
High8 hours48 hours
Medium24 hours5 business days
Low48 hoursBest effort
Aperiodic

Crypto microstructure, liquidity & flow metrics — built from hundreds of terabytes of raw data, distilled into point-in-time metrics you can pull as parquet files. Plus the raw trades, quotes and derivatives data behind them.

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136 Capel StreetDublin, D01 T2C9Ireland
Registered in Ireland · Company No. 815273

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Provided for informational purposes only; not investment advice, a recommendation, or an offer to transact. Past performance is not indicative of future results.