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Headline commitments

The Sandbox environment (sk_test_* keys) is excluded from SLA — it’s there for integration testing, not production traffic.

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Credits formula

If monthly production uptime falls below 99.5 %, the Partner is entitled to a credit on the next monthly invoice: Latency breaches sustained over 4+ rolling 24-hour windows in a Service Month add: Maximum aggregate credit per Service Month: 25 % of that month’s settlement total.

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How uptime is measured

1

External probes

Independent probes hit https://api.safarapi.com/api/partner/v1/health every minute from at least 3 geographic regions (Casablanca, Frankfurt, Paris).
2

2-of-3 quorum

A minute counts as Unavailable only if at least 2 probes report failure within that minute — eliminates single-region transient noise.
3

Server-side latency

p95 latency is measured from the SafarAPI audit log (ingress → response dispatch), not from your probe location — gives you a fair view independent of your network distance to our edge.
4

Status page

Real-time dashboard and historical SLA reports on status.safarapi.com (being provisioned). Until live, SLA reports are sent to approved partners on request and incidents are notified directly per this SLA.

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Incident severity and response

During an incident:
  1. Acknowledged on the status page within MTTA.
  2. “Identified” update with root cause hypothesis.
  3. Progress update every 30 minutes until “Resolved”.
  4. Post-mortem within 5 business days of resolution (Critical and High only).

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Support channels

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Claiming a credit

Send a written request to billing@safarapi.com within 30 days of month-end, with:
  • the Service Month concerned;
  • the measured uptime/latency figures (yours or ours);
  • the calculation of the requested credit.
We respond within 10 business days and apply the credit on the next monthly settlement invoice. Credits are not refundable in cash.

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Exclusions

SLA credits do not apply when downtime is caused by:
  • Scheduled Maintenance (announced 7+ days in advance);
  • Force Majeure;
  • Partner-side issues (their network, their misuse, expired credentials);
  • Sandbox environment;
  • Beta features explicitly marked as such.

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Obtaining the SLA

The SLA is provided as a signable PDF on request — email support@safarapi.com. On production approval, the countersigned copy is included automatically in your compliance bundle.

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FAQ

We commit to numbers we will hit consistently while running a single-region active-passive architecture. Active-active multi-region is on the roadmap for Q1 2027 — when it ships, we’ll review the SLA targets upward.
Yes — at 25 % of the monthly settlement total. Beyond catastrophic outages, the cap is contractual liability scope handled in the Main Agreement, not the SLA.
POST /quotes, POST /bookings, POST /bookings/{number}/cancel, POST /webhooks, POST /webhooks/{id}/test, DELETE /webhooks/{id}. Everything else is read.
Not in v1. Critical security incidents reach our on-call via PagerDuty 24/7. Normal/high-severity tickets are handled in business hours. We can negotiate a 24/7 commercial support tier separately if your contract requires it.
The status page (UptimeRobot-hosted) is on independent infrastructure from the API. If both are down, that’s a force-majeure-grade event — we’d reach you via email and Slack Connect directly.