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Our commitments to uptime, data freshness, and customer support. This SLA is subject to and incorporated into our Terms of Service.
Definition of Downtime: A period of 5 or more consecutive minutes during which the service returns HTTP 5xx errors or is completely unreachable, as measured by our server-side monitoring. Isolated API errors, client-side issues, and latency degradation without full unavailability do not constitute downtime.
The following are not counted against uptime:
| Tier | Initial Response | Support Channel |
|---|---|---|
| Free | Best effort | |
| Pro | 24 business hours | |
| Pro+ | 4 business hours | Priority support |
Business hours: Monday–Friday, 9:00 AM – 6:00 PM EST, excluding US federal holidays.
Complete platform outage affecting all users. Dashboard and API inaccessible.
Core functionality degraded. Examples: data not updating, exports failing, authentication issues.
Non-critical features affected. Workarounds available. Examples: specific chart not rendering, one marketplace data delayed.
Cosmetic issues, minor bugs, or general questions. No impact on core functionality.
If we fail to meet our 99.9% monthly uptime commitment, eligible customers may request service credits.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Service credits are the sole and exclusive remedy for any failure to meet the uptime target. Service credits are available to Pro tier and above only. Free tier is not eligible for SLA credits. Total credits in any calendar month shall not exceed 50% of that month's subscription fee. Credits are not transferable, have no cash value, and cannot be applied to other charges. Eligibility for credits requires that the affected customer was in compliance with these terms and the Terms of Service at the time of the incident.
We strive to minimize disruption and will perform maintenance during low-usage periods whenever possible.
For support requests or to report service issues.
SLA Version 1.2 — Effective April 24, 2026. This SLA is subject to and governed by our Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail. AIMC Technologies, LLC reserves the right to modify this SLA with 30 days' notice.