Service Level Agreement
Last Updated: February 22, 2024
This Official.fyi Service Level Agreement (this “SLA”) is a policy governing the use of the Included Services (listed below) and applies separately to each account using the Included Services. In the event of a conflict between the terms of this SLA and the terms of the Official.FYI Terms & Conditions or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.
Included Services
- Official.FYI
- Official.FYI Biolink Service
General Service Commitment
Api Lads will use commercially reasonable efforts to make the Included Services each available for each Official.FYI service with a Monthly Uptime Percentage of at least 99.99%, in each case during any monthly billing cycle.
Issues types
| Issue Type | Conditions |
|---|---|
| Critical | – Majority of the clients aren’t able to use some – One client is not able to create aliases – Majority of the end clients aren’t able to use majority of the generated links And there is no work around |
| Medium | – Few clients aren’t able to use some of the API functionality – Some end clients aren’t able to use some of the generated links And there is no work around |
| Minor | – Few clients aren’t able to use some of the API functionality – Few end clients aren’t able to use some of the generated links And there is no work around |
Reaction times
| Issue Type | Reaction Time |
|---|---|
| Critical | 4 hours |
| Medium | 24 hours |
| Minor | 48 hours |
Service Response Times
- Redirection speed – Up to 2sec while the avg time is 400ms for USA (including the waiting time on the redirection page which is added to make the added scripts to be able to complete their work before the redirection)
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