What we commit to, and what happens when we miss it

01Scope

These commitments cover the AlphaFlowing Pricing Hub service on the plan the customer is subscribed to. They apply to hosted nodes operated by AlphaFlowing. Self-hosted and hybrid deployments run inside the customer's own infrastructure, so availability there depends on systems AlphaFlowing does not operate and is agreed separately.

The Pilot plan carries no availability commitment. It is offered on a best effort basis and no service credits arise under it. This page is otherwise about the Production plan and the Premium SLA option.

02Availability commitment

How it is measured. Availability is calculated per calendar month, per node, as the proportion of one-minute intervals in which the node's health endpoint responded successfully to an external probe operated independently of the node itself. A minute counts as downtime only if every probe within it failed. Where a customer runs several nodes, availability is calculated for each node separately.

Recovery time and support response are commitments, not credit triggers. Production targets four hours to restore service after an incident is acknowledged, and four business hours to respond to a service-affecting report; Premium SLA targets one hour and 30 minutes respectively. These are held to, but service credits arise from the availability figure alone, because it is the one number both parties can measure the same way.

03Service credits

If measured availability for a calendar month falls below the committed figure, the customer is entitled to a credit calculated as a percentage of the fee paid for the affected node for that month.

Credits are applied against the next invoice. They are not paid in cash, and no credit is payable after the agreement ends. Total credits for any one month will not exceed 100% of the fees paid for that month.

04What does not count as downtime

• Maintenance announced at least 48 hours in advance.
• Emergency maintenance required to preserve the security or integrity of the service.
• Faults in networks, hardware, software or facilities outside AlphaFlowing's control, including the public internet between the node and the customer's clients.
• Anything caused by the customer's own systems, configuration, price feed or credentials, including a feed that stops sending.
• Suspension for non-payment, or for use in breach of the agreement.
• Load in excess of the plan's stated capacity.
• Force majeure.

A node that is serving requests correctly is available, even if the data it is serving is incomplete because the customer's own feed stopped.

05Claiming a credit

Credits are not applied automatically. To claim one, email [email protected] within 30 days of the end of the month concerned, stating the affected node and the dates and times of the unavailability observed. AlphaFlowing will respond within ten business days with its own measurement for that month.

A claim made after 30 days is not payable. Where AlphaFlowing's measurement and the customer's differ, both sets of records are compared and the discrepancy resolved before any credit is issued.

06Changes

AlphaFlowing may update this page. Changes that reduce a commitment take effect at the start of the customer's next renewal term, not during a term already paid for, and are notified by email at least 30 days beforehand.