This SLA applies to ComplianceGrid production API customers on paid plans. It defines our uptime commitments, how we measure availability, what happens when we miss our targets, and how we handle maintenance. Effective January 1, 2026.
1. Uptime targets
Uptime is calculated as (total_minutes − downtime_minutes) / total_minutes × 100 per calendar month. Scheduled maintenance is excluded from downtime calculations. Measured uptime is published on the status page.
| Service | Target | Measurement | Credit |
|---|---|---|---|
| Production REST APIs | 99.9% | Monthly, per-endpoint | 10× downtime |
| Authentication / Token Service | 99.95% | Monthly, aggregate | 10× downtime |
| Sandbox APIs | Best-effort | No SLA | N/A |
| Developer Portal | 99.5% | Monthly, aggregate | 5× downtime |
| Webhook Delivery | 99.9% | Monthly, per-endpoint | 10× downtime |
2. Service credit schedule
If monthly uptime falls below the target, you receive a credit as a percentage of that month's invoice. Credits are applied to your next billing cycle and do not exceed 50% of the affected month's charges.
| Monthly uptime | Service credit |
|---|---|
| 99.9% – 99.0% | 10% |
| 99.0% – 95.0% | 25% |
| Below 95.0% | 50% |
To request a credit, email support@compliancegrid.ai within 30 days of the incident with your account ID and the affected time window.
3. Support response times
| Severity | Initial response | Updates | Resolution target | Availability |
|---|---|---|---|---|
| P0 — Complete Outage | 15 minutes | Every 30 min | 4 hours | 24/7/365 |
| P1 — Degraded Service | 1 hour | Every 2 hours | 8 hours | 24/7/365 |
| P2 — Partial Impact | 4 hours | Every 8 hours | 24 hours | Business hours |
| P3 — Minor / Question | 1 business day | As needed | 5 business days | Business hours |
Business hours: Monday–Friday 09:00–18:00 US Eastern, excluding US federal holidays.
4. Scheduled maintenance
Scheduled maintenance windows are excluded from uptime calculations. We commit to the following:
| Item | Detail |
|---|---|
| Advance Notice | ≥48 hours via email + status page |
| Preferred Window | Tuesdays 02:00–06:00 UTC |
| Maximum Duration | 15 minutes (rolling deployment) |
| Emergency Patches | Deployed immediately with post-notification |
5. SLA exclusions
The following are not counted as downtime for SLA purposes:
- Scheduled maintenance announced ≥48 hours in advance
- Force majeure events (natural disasters, government actions)
- Client-side issues (network, configuration, rate limit violations)
- Sandbox environment availability
- Third-party upstream government data source outages (e.g., OFAC SDN feed delays, SEC EDGAR downtime)
- Features explicitly labeled as Beta or Preview
6. Incident communication and post-mortems
For any P0 or P1 incident, ComplianceGrid will publish a detailed post-mortem within 48 hours of resolution. Post-mortems include: timeline of events, root cause analysis, impact scope (affected endpoints, error rates, duration), and corrective actions with deadlines.
All incidents are logged on our public status page. Enterprise customers also receive direct email notifications for P0/P1 events.
7. Data freshness
These are the scheduled sync targets, not a real-time guarantee. The authoritative freshness of any result is the listRetrievedAt and listVersion returned with it (screening and risk responses), and meta.dataSource states where the data came from.
| Source | Update frequency |
|---|---|
| Consolidated Screening List (OFAC SDN, BIS Entity List and other U.S. lists) | Daily (10:30 UTC) |
| FMCSA carrier census, authority, insurance, out-of-service | Live query; FMCSA publishes daily; cached up to 6 hours |
| SEC EDGAR company data, FDIC, openFDA NDC | Weekly |
| SEC and CFPB enforcement actions | Daily |
| ATF FFL Records, HHS OIG LEIE, FAA Aircraft Registry | Monthly |
| USITC Harmonized Tariff Schedule | Quarterly |
Need a custom SLA?
Enterprise customers can negotiate custom uptime targets, dedicated support channels, and enhanced credit terms. Talk to our team about your requirements.