Contents
1. Uptime Commitment
PriceDepth commits to the following monthly uptime guarantees based on your subscription tier:
| Plan | Monthly Uptime Target | Max Downtime / Month | SLA Credits |
|---|---|---|---|
| Free | Best effort | No guarantee | Not applicable |
| Pro | 99.5% | ~2 hours 11 minutes | Not applicable |
| Enterprise | 99.9% | ~43 minutes | Yes (see Section 5) |
Enterprise customers receive contractual uptime guarantees backed by service credits. Contact sales for custom SLA terms.
2. Uptime Calculation
Measurement Period
Uptime is measured on a calendar month basis. The uptime percentage is calculated as:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) * 100
Excluded from Downtime
The following are excluded from downtime calculations:
- Scheduled maintenance: Up to 4 hours per month, announced at least 48 hours in advance via email and the Status page. Maintenance windows are typically scheduled during low-traffic hours (02:00-06:00 UTC)
- Third-party failures: Outages caused by Stripe (payment processing), third-party data sources (auction houses, marketplaces), DNS providers, or upstream internet infrastructure beyond our control
- Customer-caused issues: Downtime resulting from your own systems, network issues, or misuse of the API
- Force majeure: Natural disasters, acts of war, government actions, or other events beyond reasonable control
3. Response Time Targets
PriceDepth targets the following API response times, measured at the 95th percentile (p95):
| Endpoint Category | p95 Target | Examples |
|---|---|---|
| Standard API | < 500ms |
/v1/cards/:id, /v1/indexes, /v1/cards/:id/prices |
| Search | < 1000ms |
/v1/cards?q=..., /v1/search |
| Bulk / Export | < 5000ms |
/v1/portfolio/valuation, batch operations |
Response times are measured from the time the request reaches our edge (Cloudflare) to the time the response leaves our server. Network latency between your application and our edge is excluded.
4. Support Response Times
| Plan | Support Channel | Initial Response | Resolution Target |
|---|---|---|---|
| Free | Community (GitHub Issues) | No SLA | Best effort |
| Pro | Email support | 24 business hours | 72 business hours |
| Enterprise | Dedicated Slack channel + email | 4 hours | 24 hours (critical) 72 hours (standard) |
Business hours are defined as Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding U.S. federal holidays.
Enterprise customers with critical issues (service completely unavailable or data integrity at risk) receive 24/7 support via their dedicated Slack channel.
5. Service Credits (Enterprise Only)
Enterprise customers are eligible for service credits when the monthly uptime falls below the 99.9% commitment:
| Monthly Uptime | Credit (% of Monthly Bill) |
|---|---|
| 99.9% – 99.5% | 10% |
| 99.5% – 99.0% | 25% |
| Below 99.0% | 50% |
Credit Terms
- Maximum credit: 50% of your monthly bill per incident
- Request deadline: Credits must be requested within 30 days of the downtime event by emailing [email protected]
- Application: Credits are applied to future invoices and are not redeemable for cash
- Verification: PriceDepth will verify the downtime using our internal monitoring systems. Our monitoring data is the authoritative source for uptime calculations
- Exclusions: Credits do not apply during excluded downtime periods (see Section 2)
6. Exclusions
This SLA does not apply to downtime or performance degradation caused by:
- Distributed denial-of-service (DDoS) attacks directed at PriceDepth or our infrastructure providers
- Customer misuse of the API, including exceeding rate limits, sending malformed requests, or violating the Terms of Service
- Force majeure events including natural disasters, pandemics, war, terrorism, or government-imposed restrictions
- Scheduled maintenance windows announced in advance per Section 2
- Beta or preview features explicitly marked as non-production
- Custom integrations or modifications made by the customer that are not supported by PriceDepth
7. Monitoring
PriceDepth provides real-time system status and historical uptime data:
- Status page: pricedepth.com/status.html — Live health indicators for API, indexes, data sources, and scraper pipeline
- Health endpoint:
GET /api/health— Programmatic health check returning system status, last price date, and freshness metrics - Incident communications: Major incidents are communicated via the status page and email to affected Enterprise customers within 30 minutes of detection
Enterprise customers may request access to detailed uptime reports and performance dashboards.
8. Contact
For SLA-related inquiries, credit requests, or support escalations:
- Support: [email protected]
- Enterprise support: Your dedicated Slack channel or [email protected]
- Sales: [email protected]