Service Level Agreement
Our commitment to reliability, availability, and transparency.
Uptime Target
This equates to no more than approximately 43 minutes of unplanned downtime per month. Uptime is measured as the percentage of time our API endpoints return successful responses (HTTP 2xx/4xx) versus server errors (HTTP 5xx) or timeouts.
Scheduled maintenance windows are excluded from the uptime calculation and will be announced at least 24 hours in advance where possible.
Response Time Targets
| Category | p50 | p95 |
|---|---|---|
| Lightweight endpoints (validation, lookup, hashing, conversion) |
< 100ms | < 300ms |
| Network-dependent endpoints (DNS, WHOIS, scraping, SEO audit) |
< 500ms | < 2s |
| Processing-heavy endpoints (PDF merge, image processing) |
< 1s | < 5s |
Response times are measured from our API gateway, excluding network latency between the client and our servers.
What's Covered
- ✓ All 10 API toolkit endpoints (
*.toolkitapi.io/v1/*) - ✓ API authentication and key validation
- ✓ OpenAPI specification endpoints (
/openapi.json)
Exclusions
The following are excluded from SLA calculations:
- — Scheduled maintenance (announced in advance)
- — Marketing/documentation websites (*.toolkitapi.io non-API pages)
- — Third-party service outages (RapidAPI platform, upstream DNS providers)
- — Errors caused by client-side issues (invalid API keys, malformed requests)
- — Force majeure events
Incident Response
| Severity | Description | Response Target |
|---|---|---|
| Critical | Complete API outage across multiple toolkits | < 1 hour |
| High | Single toolkit unavailable or severely degraded | < 4 hours |
| Medium | Individual endpoints returning errors or slow | < 24 hours |
Remedies
If we fall below 99.9% monthly uptime on a toolkit you're subscribed to, you may request a service credit by emailing [email protected] within 30 days of the incident. Credits are applied as follows:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription |
| 95.0% – 99.0% | 25% of monthly subscription |
| Below 95.0% | 50% of monthly subscription |
Credits are capped at 50% of the affected month's subscription fee and are applied to future billing cycles.
Questions about our SLA? We're happy to discuss specific reliability requirements.
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