SEO Review Tools API – Service Level Agreement (SLA)

 Provider: SEO Review Tools (hereinafter referred to as the “Provider”) Customer: Any individual or entity that has subscribed to or uses the Provider’s API service (hereinafter referred to as the “Customer”) Effective Date: This SLA is effective as of the date of the Customer’s initial subscription to the API service.

1. Purpose and Scope

This Service Level Agreement (SLA) outlines the commitment of the Provider to the Customer regarding the availability, performance, and support for the SEO Review Tools API (the “Service”). The purpose of this document is to clearly define the metrics, responsibilities, and remedies to ensure a consistent and reliable service level.

2. Service Availability

The Provider guarantees a Monthly Uptime Percentage for the Service of 99.9%.

2.1. Calculation of Monthly Uptime Percentage The Monthly Uptime Percentage is calculated using the following formula:

Monthly Uptime Percentage = (Total Scheduled Minutes in a Month – Total Downtime Minutes in a Month) × 100

  • Total Scheduled Minutes: The total number of minutes in the calendar month, excluding Planned Maintenance.

  • Total Downtime Minutes: The total number of minutes during which the Service is unavailable, as measured by the Provider’s monitoring systems.

3. Performance Metrics (SLIs and SLOs)

The Provider will monitor and strive to meet the following Service Level Indicators (SLIs) and Service Level Objectives (SLOs) for the Service. These are targets and are not subject to service credits, but represent the Provider’s commitment to quality.

  • Error Rate: The goal is for the Monthly Error Rate to be less than 0.1% of total successful API calls.

4. Support & Maintenance

4.1. Support Channels The Provider offers support through the following channels:

  • Email: support@seoreviewtools.com

4.2. Response Times The Provider is committed to responding to support requests based on the following severity levels:

 

Severity Level

Definition

Response Time Target

P1 – Critical

A widespread, critical issue impacting all or a majority of Customers, rendering the Service unusable.

Within 4 business hours

P2 – High

A significant issue impacting a subset of Customers or a core feature, but a workaround is available.

Within 12 business hours

P3 – Medium

A non-critical issue impacting a single user or minor functionality.

Within 24 business hours

P4 – Low

General questions, feature requests, or documentation feedback.

Within 48 business hours

 

4.3. Planned Maintenance The Provider will perform Planned Maintenance to ensure the Service’s health and performance.

  • Schedule: Planned Maintenance will be scheduled during off-peak hours (e.g., Saturday and Sunday between 2:00 AM and 6:00 AM UTC).

5. Exclusions

This SLA does not apply to any performance or availability issues that are caused by or result from:

  • Factors outside of the Provider’s reasonable control, including Force Majeure events such as natural disasters, war, or acts of government.

  • The Customer’s or a third party’s hardware, software, network, or connectivity issues.

  • The Customer’s use of the Service in a manner not authorized by the Service documentation.

  • API usage that exceeds the Customer’s purchased plan limits (e.g., rate limiting).

  • Any issues related to non-critical APIs or endpoints explicitly designated as “beta.”

  • Planned Maintenance periods.

6. Key Definitions

  • “Downtime”: A period when the Service is not accessible for use by the Customer as a result of a failure in the Provider’s systems. Downtime is measured from the time the Provider’s monitoring systems detect the unavailability until the Service is restored.

  • “Monthly Uptime Percentage”: The percentage of the total minutes in a given calendar month that the Service is operational and available for the Customer.

  • “Planned Maintenance”: Periods during which the Provider performs scheduled upgrades, patches, or other maintenance tasks that may cause the Service to be unavailable.

  • “Service”: The SEO Review Tools API and its associated infrastructure.







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