Legal · SLA
Service Level Agreement (SLA)
Last updated: February 22, 2024
Service commitment
We use commercially reasonable efforts to make the included services available with a monthly uptime percentage of at least 99.99% during any monthly billing cycle.
Included services
- Official.fyi
- Official.fyi Biolink Service
Issue types & reaction times
| Issue type | Description | Reaction time |
|---|---|---|
| Critical | Majority of clients unable to use core functionality; no workaround. | 4 hours |
| Medium | Some clients/end clients unable to use some functionality; no workaround. | 24 hours |
| Minor | Few clients/end clients unable to use some functionality; no workaround. | 48 hours |
Response times
- Redirection speed: up to 2 seconds (average ~400ms for USA, including any waiting time on redirection page needed for scripts to complete).