Nextract
Data Solutions
Service Level Agreement (SLA)
A legal disclaimer
Introduction
This Service Level Agreement (SLA) outlines Nextract Data Solutions' commitment to providing reliable and high-quality API services to our clients. It defines our service guarantees, support procedures, and compensation for any service disruptions.
Uptime Guarantee
We guarantee a 99.9% uptime for our API services, excluding scheduled maintenance windows. This means that our API will be available and responsive for at least 99.9% of the time in any given month.
Service Credits
In the event that our API uptime falls below the guaranteed 99.9%, clients will be eligible for service credits. The amount of service credits will be determined based on the duration of the downtime and as specified in your individual service agreement.
Support
We provide email support to address any technical issues or inquiries related to our API services. Our standard support response time is 24 hours during business days (Monday-Friday, [IST]).
Maintenance
Scheduled maintenance will be performed during off-peak hours to minimize disruption to our clients. We will provide advance notice of any planned maintenance windows.
Exclusions
This SLA does not cover downtime or service disruptions caused by:
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Factors beyond our reasonable control, such as internet service provider outages or force majeure events.
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User errors or misuse of the API.
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Scheduled maintenance windows.
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Third-party service outages.
Monitoring
We continuously monitor our API services to ensure uptime and performance. We use various monitoring tools and techniques to detect and resolve any potential issues promptly.
Contact Information
If you have any questions or concerns regarding this SLA, please contact us via email at hello@nextractdata.com.