Service Level Agreement

Last Updated: September 3, 2025

1. OVERVIEW

This Service Level Agreement ("SLA") is a part of the Terms of Service between Search Ventures Pty Ltd (ACN 639906353) ("we", "us", "our") and users of Exchange Rates API ("you", "your") for paid subscription plans.

This SLA applies to paid subscription plans.

Free Tier users receive best-effort service with no SLA guarantees.

2. SERVICE AVAILABILITY COMMITMENT

2.1 Uptime Calculation

Monthly Uptime % = 
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Definitions:

• Total Minutes in Month: Total number of minutes in the applicable billing month
• Downtime Minutes: Total accumulated minutes during which the API is unavailable
• Unavailable: When valid API requests consistently return errors (5xx responses) or fail to respond within 10 seconds

2.2 Monitoring and Measurement

• Uptime is monitored from multiple geographic locations
• Measurements taken every 60 seconds
• Downtime begins after 5 consecutive failed checks
• Downtime ends after 2 consecutive successful checks
• Status page: https://exchangeratesapi-com-au.openstatus.dev

3. SERVICE CREDITS

3.1 Credit Schedule

3.2 Credit Limitations

• Maximum credit per month: 50% of monthly subscription fee
• Credits applied to next billing cycle
• Credits cannot be exchanged for cash refunds
• Credits expire after 12 months if unused
• No credits for accounts not in good standing

3.3 Credit Request Process

1. Submit claim to sla@exchangeratesapi.com.au within 30 days
2. Include:
   • Account details
   • Affected time periods
   • Request logs showing errors
   • Impact description
3. We respond within 5 business days
4. Credits applied within 10 business days of approval

4. SLA EXCLUSIONS

4.1 Downtime Exclusions

The following are NOT considered downtime:

Scheduled Maintenance:

• Announced 48 hours in advance
• Maximum 4 hours per month
• Preferably scheduled outside business hours (AEST)

Force Majeure:

• Natural disasters
• Government actions
• War, terrorism, civil unrest
• Internet backbone failures
• Pandemics

Third-Party Issues:

• Reserve Bank of Australia system outages
• Cloudflare global outages
• DNS failures outside our control
• Customer's internet connectivity

Customer-Caused:

• Invalid API requests
• Exceeded rate limits
• Account suspension for Terms violation
• Incorrect API key usage
• Customer application errors

Other Exclusions:

• Beta features or preview endpoints
• Free tier usage
• Deprecated API versions (after notice period)
• Actions resulting from customer's breach of Terms

4.2 Emergency Maintenance

We reserve the right to perform emergency maintenance without advance notice to:

• Address security vulnerabilities
• Prevent data loss
• Restore service availability
• Comply with legal requirements

Emergency maintenance is excluded from downtime calculations but limited to 2 hours per month.

5. PERFORMANCE TARGETS

5.1 Response Time Targets

Note: Response times measured from Cloudflare edge locations to API response.

5.2 Rate Limiting

*Fair use policy applies - excessive usage may be throttled

5.3 Data Freshness

• Normal Updates: Within 30 minutes of RBA publication (4:00 PM AEST)
• Maximum Delay: 2 hours from RBA publication
• Stale Data Indicator: Included when serving cached/fallback data
• Historical Data: Available within 24 hours of publication

6. SUPPORT COMMITMENTS

6.1 Support Response Times

Business Hours: Monday-Friday, 9 AM - 5 PM AEST (excluding public holidays)

6.2 Support Channels

6.3 Issue Priority Levels

Critical (P1): Complete service outage affecting all API calls

• Business/Enterprise: 1 hour response
• Resolution: 4 hours

High (P2): Significant degradation affecting major functionality

• Business/Enterprise: 2 hour response
• Resolution: 8 hours

Medium (P3): Minor feature issues with workaround available

• All paid plans: 24 hour response
• Resolution: 3 business days

Low (P4): General questions, feature requests

• All plans: 48 hour response
• Resolution: Best effort

7. DATA GUARANTEES

7.1 Data Availability

• Current Rates: Available 99.9% of the time
• Historical Data: Available 99.5% of the time
• Backup Data: Previous day's rates available if current unavailable

7.2 Data Accuracy

• Source data provided exactly as published by RBA
• No modifications or interpolations without notice
• Clear indicators for estimated or stale data

7.3 Data Completeness

• All 21 RBA-published currencies included
• Historical data from January 2018 (where available)
• Missing data points clearly indicated

8. TECHNICAL SPECIFICATIONS

8.1 API Standards

• Protocol: HTTPS only (TLS 1.2+)
• Authentication: Bearer token (API key)
• Format: JSON responses
• Compression: Gzip supported
• Versioning: Semantic versioning with deprecation notices

8.2 Infrastructure

• CDN: Cloudflare global network
• Locations: 200+ cities worldwide
• DDoS Protection: Enterprise-grade
• Redundancy: Multi-region failover
• Monitoring: 24/7 automated monitoring

9. MAINTENANCE WINDOWS

9.1 Scheduled Maintenance

Standard Window:

• Saturday 10 PM - Sunday 2 AM AEST
• Maximum 4 hours per month
• 48-hour advance notice via email and status page

Types of Maintenance:

• Security updates
• Infrastructure upgrades
• Feature deployments
• Database optimization

9.2 Maintenance Communication

• 7 days before: Email to technical contacts
• 48 hours before: Dashboard notification
• 1 hour before: Status page update
• During: Live status updates
• After: Post-mortem for any issues

10. INCIDENT MANAGEMENT

10.1 Incident Response Process

1. Detection: Automated monitoring or customer report
2. Assessment: Severity determination within 15 minutes
3. Communication: Status page update within 30 minutes
4. Resolution: Based on priority level
5. Post-Mortem: Published within 5 business days for P1/P2

10.2 Communication During Incidents

• Status page updates every 10 minutes
• Direct contact for Enterprise customers
• Post-incident report within 48 hours

10.3 Escalation Process

1. First-line support team
2. Senior technical team (30 minutes)
3. Infrastructure team (1 hour)
4. Management team (2 hours)

11. CUSTOMER RESPONSIBILITIES

To receive SLA benefits, customers must:

• Maintain account in good standing
• Use supported API versions
• Implement proper error handling
• Follow rate limiting guidelines
• Report issues promptly
• Provide necessary troubleshooting information
• Maintain reasonable caching (up to 24 hours)
• Keep contact information current

12. MODIFICATIONS TO SLA

12.1 Change Process

• 30-day notice for material changes
• 90-day notice for degradation of service levels
• Immediate updates for service improvements
• Version history maintained at www.exchangeratesapi.com.au/sla

12.2 Grandfathering

Enterprise customers with custom SLAs may retain terms for contract duration.

13. DEFINITIONS

API Call: A valid HTTPS request to our endpoints with proper authentication

Business Day: Monday-Friday, excluding NSW public holidays

Downtime: Period when service is unavailable as defined in Section 2.2

Error Rate: Percentage of API calls resulting in errors

Response Time: Time from request receipt to response delivery

Service Credit: Reduction applied to future invoice

14. CONTACT INFORMATION

SLA Claims: sla@exchangeratesapi.com.au

Status Page: https://exchangeratesapi-com-au.openstatus.dev

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Languages: This Service Level Agreement is provided in English. In case of any translations, the English version prevails.

Australian Consumer Law: Nothing in this Service Level Agreement excludes, restricts or modifies any rights under the Privacy Act 1988 (Cth) or Australian Consumer Law that cannot be excluded, restricted or modified by agreement.