Skip to main content

Documentation Index

Fetch the complete documentation index at: https://developers.safarapi.com/llms.txt

Use this file to discover all available pages before exploring further.

​
Headline commitments

MetricTargetMeasurement
Production API monthly uptime≥ 99.5 %External probes, 3+ regions, 2-of-3 quorum
p95 read latency< 500 msRolling 24h, server-side
p95 write latency< 1 000 msRolling 24h, server-side
Webhook delivery success≥ 99 % within retry policy7-day rolling
Critical incident MTTA≤ 1 hourPer incident
RTO / RPO4 h / 15 min (5 min for WAL tier)Per DR event
The Sandbox environment (sk_test_* keys) is excluded from SLA — it’s there for integration testing, not production traffic.

​
Credits formula

If monthly production uptime falls below 99.5 %, the Partner is entitled to a credit on the next monthly invoice:
Monthly uptimeCredit
99.5 % — 99.0 %5 %
98.99 % — 95.00 %10 %
< 95.00 %25 %
Latency breaches sustained over 4+ rolling 24-hour windows in a Service Month add:
Sustained breachCredit
p95 read > 500 ms2 %
p95 write > 1 000 ms5 %
Maximum aggregate credit per Service Month: 25 % of that month’s settlement total.

​
How uptime is measured

1

External probes

Independent probes hit https://api.safarapi.com/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.

​
Incident severity and response

SeverityDefinitionMTTA
CriticalProduction API down, data loss, security breach1 hour
HighOne endpoint or feature unavailable, core flow OK4 hours
NormalDegraded performance, non-blocking issue1 business day
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).

​
Support channels

ChannelHoursUse case
support@safarapi.com9h — 18h CET, Mon–FriIntegration, general questions
billing@safarapi.com9h — 18h CET, Mon–FriSettlement, invoicing, SLA credits
security@safarapi.com24/7 ackSecurity incidents, vulnerability disclosure
Status page24/7status.safarapi.com
PagerDuty rotation24/7 (Critical only)Triggered by external probes

​
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.

​
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.

​
Download

SLA template (Markdown)

Source-of-truth document — versioned in Git, signable as-is.

SLA template (PDF)

Refreshed quarterly — request the latest version from billing@safarapi.com.

​
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.