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 uptime	Credit
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:

Severity	First response	Resolution target
Critical	4 hours	24 hours
High	8 hours	48 hours
Medium	24 hours	5 business days
Low	48 hours	Best effort