Service Level Agreement

Last updated: 25 September 2026

1. Who this applies to

This Service Level Agreement ("SLA") applies only to customers on the Scale plan whose SLA application has been approved. Your dashboard shows "SLA active" once it applies to your account. It forms part of, and is subject to, our Terms of Service.

2. Uptime commitment

We commit to a Monthly Uptime Percentage of at least 99.5% for the Validitool API (the endpoints under https://validitool.com/api/v1/) in each calendar month.

3. How uptime is measured

Availability is measured by an independent third-party monitoring service that requests https://validitool.com/api/health at intervals of no more than five minutes. A check fails when that endpoint does not return a successful response. Downtime is the total time between the first failed check and the next successful check. The results are published on our status page.

Monthly Uptime Percentage = (total minutes in the month − minutes of downtime) ÷ total minutes in the month × 100.

4. What is not covered

The following do not count as downtime:

• unavailability, errors, slowness or incorrect data from third-party government services we query, including the European Commission's VIES and EORI validation services and the publication of the sanctions lists we screen against. When the API correctly reports that one of these services is unavailable, the API is working as intended;
• scheduled maintenance announced at least 48 hours in advance, up to 4 hours per month;
• events beyond our reasonable control, including outages of the internet or of our hosting providers affecting a wide area;
• problems caused by you, including invalid requests, exceeding your plan's rate limits, or misuse of your API keys;
• suspension of your access under our Terms of Service;
• features described as beta or preview.

5. Service credits

If we miss the commitment in a calendar month, you are eligible for a credit against your Scale plan fee for that month:

• 99.0% to below 99.5%: 10% of the monthly fee;
• 95.0% to below 99.0%: 25% of the monthly fee;
• below 95.0%: 50% of the monthly fee.

Credits are applied as a discount on a future invoice. They have no cash value, cannot be transferred, and lapse if your subscription ends. The total credit for any month will not exceed 50% of that month's fee.

6. How to claim a credit

Email scale@validitool.com within 30 days after the end of the affected month, with the subject "SLA credit request" and the dates and times you were affected. We verify claims against our monitoring data and will respond within 10 business days.

7. Sole remedy

Service credits are your sole and exclusive remedy for any failure to meet this SLA. The limitation of liability in our Terms of Service continues to apply.

8. Changes

We may change this SLA by giving approved customers at least 30 days' notice by email. Changes never reduce a credit already earned.