Service Level Agreement (SLA)

1. Service commitment

Stream.Estate uses commercially reasonable efforts to make the API available with a Monthly Uptime Percentage of at least 99 %, calculated over each calendar month (the “Service Commitment”).

2. Definitions

• Monthly Uptime Percentage means (Total Minutes − Unavailable Minutes) / Total Minutes × 100, where Total Minutes is the total number of minutes in the calendar month and Unavailable Minutes is the total number of minutes during which the API was Unavailable, excluding Excluded Minutes (defined below).
• Unavailable means the API returns HTTP 5xx responses or fails to respond within a reasonable timeout for more than five (5) consecutive minutes on more than fifty percent (50 %) of requests, as measured by our production monitoring at stream-estate.openstatus.dev.
• Excluded Minutes means any minutes excluded under Section 4 below.
• Service Credit means a credit applied against future invoices, calculated as set out in Section 5.

3. Measurement

Availability is measured using Stream.Estate's own production monitoring infrastructure, which performs continuous health checks against the public API endpoints from multiple geographic regions. The real-time service status is published at stream-estate.openstatus.dev, including historical incidents and post-mortems.

4. Exclusions

The following are excluded from the calculation of the Monthly Uptime Percentage:

• scheduled maintenance windows announced at least forty-eight (48) hours in advance via the customer dashboard or by email;
• emergency maintenance reasonably required to address security, integrity or service-continuity issues;
• unavailability caused by the customer, the customer's application, the customer's configuration or the customer's service providers, including the use of unsupported or deprecated API versions;
• unavailability caused by the use of features explicitly identified as beta or experimental;
• unavailability resulting from a force majeure event as defined in the API License Agreement;
• unavailability resulting from third-party dependencies outside Stream.Estate's reasonable control (upstream data providers, cloud providers, transit networks);
• requests that are rejected because they exceed rate limits, quotas or other documented technical restrictions;
• suspension of access in accordance with the API License Agreement or the Acceptable Use Policy.

5. Service Credits

If the Monthly Uptime Percentage falls below the Service Commitment in a given calendar month, the customer is eligible to claim a Service Credit calculated as follows, applied against the next monthly invoice:

Service Credits are the customer's sole and exclusive remedy for any failure to meet the Service Commitment. Service Credits are not refundable in cash and cannot be transferred to another account. They are capped at fifty percent (50 %) of the affected month's fee.

6. How to claim a Service Credit

To claim a Service Credit, the customer must submit a written request to [email protected] within thirty (30) days following the end of the calendar month in which the Service Commitment was missed. The request must include:

• the customer's account identifier;
• the dates and times of the incident(s);
• logs or other evidence of impact on the customer's use of the API.

If we confirm that the Monthly Uptime Percentage fell below the Service Commitment, the corresponding Service Credit will be applied to the next monthly invoice.

7. Maintenance windows

Scheduled maintenance is performed, whenever possible, during off-peak hours and is announced at least forty-eight (48) hours in advance via the customer dashboard or by email. Emergency maintenance required to address security, integrity or service-continuity issues may be performed without prior notice.

8. Incident communication

During an incident, Stream.Estate publishes regular updates at stream-estate.openstatus.dev. Customers who have subscribed to status notifications receive automated email or webhook alerts. Material incidents are followed by a public post-mortem within a reasonable time after resolution.

9. Custom SLA

Enterprise customers may negotiate a custom SLA with stricter availability targets, response-time commitments or support response times. Any such custom SLA must be set out in the applicable Order Form and prevails over this document for the scope it covers.

10. Updates to this SLA

We may update this SLA from time to time. Material changes will be notified by email or via the customer dashboard at least thirty (30) days before they take effect. Where a custom SLA has been agreed in writing, the custom SLA prevails for the scope it covers and is not affected by updates to this document.

11. Contact

Questions about this SLA should be sent to [email protected]. Operational incidents should be reported through the customer dashboard or to [email protected].