Service Level Agreement
Last updated: January 2026
1. Service Availability
DataSectors commits to maintaining a monthly uptime percentage of at least 99% for paid subscription plans. Uptime is calculated as the total minutes in a month minus downtime minutes, divided by total minutes in the month.
2. Uptime Guarantee by Plan
| Plan | Uptime SLA |
|---|---|
| Free | No SLA |
| Starter | 95% |
| Pro | 99% |
| Business | 99.5% |
3. Exclusions
The following are not counted as downtime:
- Scheduled maintenance (announced 24 hours in advance)
- Force majeure events
- Issues caused by third-party data providers
- Customer-side network or configuration issues
- API abuse or exceeding rate limits
4. Service Credits
If we fail to meet the SLA, eligible customers may request service credits:
- 99% - 95% uptime: 10% credit of monthly fee
- 95% - 90% uptime: 25% credit of monthly fee
- Below 90% uptime: 50% credit of monthly fee
5. Support Response Time
| Plan | Response Time |
|---|---|
| Free | Community support only |
| Starter | 48 hours |
| Pro | 24 hours |
| Business | 4 hours |
6. Contact
For SLA-related inquiries or to request service credits, please contact [email protected] with your account details and incident information.