1. Service Commitment

FinanceFlowAPI guarantees a Monthly Uptime Percentage of 99% for the API Service. Current historical performance: 99.97%.

2. Definitions

"Downtime": Period when the API is unavailable (returns HTTP 5xx errors or fails to respond for more than 60 seconds).

"Monthly Uptime Percentage": Calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100%

"Scheduled Maintenance": Pre-announced maintenance windows with 48-hour notice.

"Price per API call": Calculated as: Monthly plan price / Included monthly API calls

3. Claim Procedure

To claim SLA compensation, customer must:

1. Submit detailed incident report to [email protected]
2. Provide evidence including:
   • Machine-readable logs (JSON, CSV, or plain text format) with:
     • Timestamp (UTC timezone)
     • Request endpoint
     • HTTP status code
     • Response time or error description
   • Duration of the outage
3. Submit claim within 30 days of incident

We aim to acknowledge all claims within 3 business days and complete investigation within 14 days. Complex cases may require up to 30 days.

4. Compensation Calculation

For verified SLA violations, compensation is calculated based on time-based availability:

Compensation Amount = Monthly plan price × Uptime deficit

Where:

• Uptime deficit = Max(0, (99% - Actual Monthly Uptime Percentage))
• Actual Monthly Uptime Percentage = (Total minutes in month - Downtime minutes) / Total minutes in month × 100%

Compensation in API calls is calculated as:

Compensation API calls = Compensation Amount / Price per API call

Compensation is issued as additional API calls to Customer's account for the following billing period.

5. Exclusions

SLA does not apply to downtime caused by:

• Scheduled maintenance (with 48-hour notice)
• Customer-side network or equipment issues
• Third-party services or dependencies
• Force majeure events
• Violation of Acceptable Use Policy
• HTTP 4xx errors (client errors)
• Rate limit exceeded (HTTP 429)

6. Limitations

Total liability limited to maximum of one month's service fee in equivalent API calls.

FinanceFlowAPI is not liable for:

• Indirect, incidental, or consequential damages
• Loss of profits, data, or business opportunities
• Claims exceeding one month's service fee

7. Modification

This SLA may be updated with 30 days notice. Continued use of Service constitutes acceptance of revised terms.

Customers will be notified of changes via email and website announcements.