Service Level Agreement

Uptime Guarantees & Credit Policy

This SLA applies to all ComplianceGrid production API customers on paid plans. It defines our uptime commitments, how we measure availability, what happens when we miss our targets, and how we handle maintenance windows.

Effective: January 1, 2026 · Last updated: February 1, 2026

1. Uptime Targets

Uptime is calculated as (total_minutes − downtime_minutes) / total_minutes × 100 per calendar month. Scheduled maintenance is excluded from downtime calculations.

ServiceTargetMeasurementCredit
Production REST APIs99.9%Monthly, per-endpoint10× downtime
Authentication / Token Service99.95%Monthly, aggregate10× downtime
Sandbox APIsBest-effortNo SLAN/A
Developer Portal99.5%Monthly, aggregate5× downtime
Webhook Delivery99.9%Monthly, per-endpoint10× downtime

2. Service Credit Schedule

If monthly uptime falls below the target, you receive a credit as a percentage of that month's invoice. Credits are applied automatically to your next billing cycle. Credits do not exceed 50% of the affected month's charges.

Monthly UptimeService Credit
99.9% – 99.0%10%
99.0% – 95.0%25%
Below 95.0%50%

To request a credit, email support@compliancegrid.ai within 30 days of the incident with your account ID and the affected time window.

3. Support Response Times

P0 — Complete Outage15 minutesEvery 30 min4 hours24/7/365
P1 — Degraded Service1 hourEvery 2 hours8 hours24/7/365
P2 — Partial Impact4 hoursEvery 8 hours24 hoursBusiness hours
P3 — Minor / Question1 business dayAs needed5 business daysBusiness hours

Business hours: Monday–Friday 09:00–18:00 US Eastern, excluding US federal holidays.

4. Scheduled Maintenance

Scheduled maintenance windows are excluded from uptime calculations. We commit to the following:

Advance Notice≥48 hours via email + status page
Preferred WindowTuesdays 02:00–06:00 UTC
Maximum Duration15 minutes (rolling deployment)
Emergency PatchesDeployed immediately with post-notification

5. SLA Exclusions

The following are not counted as downtime for SLA purposes:

  • Scheduled maintenance announced ≥48 hours in advance
  • Force majeure events (natural disasters, government actions)
  • Client-side issues (network, configuration, rate limit violations)
  • Sandbox environment availability
  • Third-party upstream government data source outages (e.g., OFAC SDN feed delays, SEC EDGAR downtime)
  • Features explicitly labeled as Beta or Preview

6. Incident Communication & Post-Mortems

For any P0 or P1 incident, ComplianceGrid will publish a detailed post-mortem within 48 hours of resolution. Post-mortems include: timeline of events, root cause analysis, impact scope (affected endpoints, error rates, duration), and corrective actions with deadlines.

All incidents are logged on our public status page. Enterprise customers also receive direct email notifications for P0/P1 events.

7. Data Freshness Guarantees

ComplianceGrid syncs government data sources at the following intervals:

OFAC SDN ListEvery 6 hours
BIS Entity ListDaily
SEC EDGAR FilingsReal-time (API proxy)
FDA Drug DatabaseReal-time (API proxy)
FMCSA SAFER DataReal-time (API proxy)
ATF FFL RecordsWeekly
FAA Aircraft RegistryDaily

Need a custom SLA?

Enterprise customers can negotiate custom uptime targets, dedicated support channels, and enhanced credit terms. Talk to our team about your requirements.

Contact Sales