Service Level Agreement(SLA)

Last Updated: Aug 01, 2023

The Apidog Service Level Agreement ("SLA") is a policy appling to each paid account("Customer") using Apidog. During the effective date to expiration date period of the Customer’s paid service plan, this SLA sets forth the technical standards and remedies applicable to the Customer’s use of Apidog’s services as defined in the service agreement.

Please carefully review and ensure thorough understanding of all clauses, especially those that may limit or disclaim Apidog’s liability or affect your major legal rights, which may be highlighted by bold, underlined, or other conspicuous formats.

Service

The parties, Apidog and Customer, hereby enter into this Agreement as follows:

1. Services Availability

Apidog commits to provide a Monthly Uptime Percentage of 99.9% for the Apidog API Management Platform and associated services. This platform(including Linux, Windows, macOS, Web Service) will be available 24x7 except for scheduled maintenance.

Monthly Uptime Percentage = (Total Monthly Minutes - Minutes of Service Unavailability) / Total Monthly Minutes * 100%. Assuming there are 30 days in a month, the monthly availability of Apdiog service should be 30 days x 24 hours x 60 minutes x 99.9% = 43,156.8 minutes. This allows for 43,200 - 43,156.8 = 43.2 minutes of downtime per month.

Apidog continually monitors the platform to ensure services adhere to defined standards, with real-time status viewable on our Apidog Status. This enables transparent monitoring of availability metrics, scheduled maintenance, and ongoing incident resolution. In the event of overall Apidog service unavailability or instability, the records on Apidog Status shall act as the official reference, excluding planned maintenance downtime communicated in advance.

We encourage customers to bookmark this page to stay informed of platform events. Real-time updates demonstrate our commitment to timely communication and elevating the customer experience.

Continuous monitoring will be provided for uptime visibility. If the 99.9% availability is not achieved, Apidog may provide reimburse of consumed credits to customer as per the agreement, in accordance with the schedule below:

Monthly Uptime Percentage	Reimburse of Consumed Credits
99.9% or greater	Non Refunable
99.00% to 99.89%	10% Refundable
95.0% to 99.0%	25% Refundable
95.00% or less	100% Refundable

Apidog will apply any service credits solely as credits against future payments owed by the customer for Apidog services. Service credits will not entitle the customer to any refund or other form of payment from Apidog. Credits will only be issued if the amount for a monthly billing cycle exceeds one dollar ($1 USD). Service credits are non-transferable and cannot be applied to any other account. Unless otherwise stated in the agreement, the customer's sole remedy for any failure by Apidog to provide the platform per the service level objectives is to receive service credits, if eligible, as described in this SLA.

Compensation Claim Period

(1) If Apidog's service does not meet the monthly service availability standards, you can submit a claim for compensation through contacting our Customer Service Center at support@apidog.com only after the fifth (5) working day of the month following the unmet service month. After your claim is submitted, we will verify the details and any disputes regarding service availability calculations will be resolved based on Apidog's backend records.

(2) You should submit a compensation claim no later than sixty (60) days after the end of the unmet service month. If you do not submit a claim within the stipulated 60 days, or submit it after the 60-day period, or submit your claim in a way not agreed upon in this contract, it will be considered as an automatic waiver of your right to claim compensation. Apidog has the right to reject your compensation request and owes you no compensation or remediation in these cases.

2. Service Modifications and Updates

Apidog may modify the platform and services by adding, changing, or removing functionality. Apidog will notify customers of material adverse changes to services being utilized.

3. Service Continuity

Apidog shall institute and maintain written business continuity and disaster recovery plans aligned with industry best practices, encompassing regular data backup protocols. Furthermore, Apidog shall architect the platform for redundancy to eliminate single points of failure. Apidog must provision backup server capacity to maintain availability in the event of critical system failures. For details on Apidog's data backup protocols and policies, please refer to our Data Backup Documentation.

4 Services Restrictions

The customer shall only utilize Apidog's platform and associated services for internal business purposes in compliance with applicable laws and regulations. The customer shall not, and shall prevent its authorized users or any third party from attempting to:

(a) Use Apidog's services to engage in any illegal, fraudulent, deceptive or harmful activities.

(b) Interfere with the normal operation of Apidog's services or affect other users.

(c) Except as permitted by law, reverse engineer or attempt to reverse engineer Apidog's services or technology.

(d) Work around any technical limitations in Apidog's services or enable prohibited functionality.

(e) Access or attempt to access non-public Apidog systems, programs or data.

(f) Copy, reproduce, republish, distribute or sell any part of Apidog's services, documentation or website, except as allowed by law.

5. Service Termination

(a) The customer may terminate this agreement at any time by closing their Apidog account and ceasing use of the services. Reactivating the account after termination will be considered as entering a new agreement. Check how to delete your account here.

(b) Either party may immediately terminate this agreement by notifying the other party if there is a material breach that is not cured within 10 days of receiving notice specifying the breach. Only the affected services need to be terminated in case of partial material breach.

(c) Unless stated otherwise, terminating this agreement will not affect any other existing agreements between the parties.

Support

The Apidog Support Team commits to providing an initial response and acknowledgement to customer requests within one (1) business day during regular Singapore business hours. Singapore business hours are Monday to Friday, 9am to 6pm, excluding public holidays. Requests may be submitted via email to support@apidog.com or through Apidog's online support portal.

Exclusions

Apidog's service commitments do not apply to platform unavailability, suspension or other performance issues resulting from:

(a) Factors outside of Apidog's reasonable control, including force majeure events, third-party service disruptions, or other internet access failures external to Apidog's systems.

(b) Customer actions such as improper configuration, lack of resources, or use exceeding documented limits.

(c) Customer equipment, software, network or other technology deficiencies.

Notwithstanding the above exclusions, Apidog reserves the right to issue service credits at its reasonable discretion for availability impacts due to other factors not accounted for in uptime calculations.