Effective Date: March 23, 2025
This Service Level Agreement ("SLA") outlines the service commitments, uptime guarantees, and support levels for Purple Zebra's financial transaction enrichment API Service.
Service Availability
We process the following transaction-related data:- We guarantee 99.5% uptime per calendar month, excluding scheduled maintenance.
- In the event of service downtime exceeding this limit, users may be eligible for service credits as outlined below.
Support Levels
- Standard Support: Available via email (support@purple-zebra.info), with response times of 24 hours on business days.
- Enterprise Support: Includes dedicated account management and priority issue resolution, subject to a separate agreement.
Service Credits
If uptime falls below the guaranteed level, users may request service credits as follows:| Uptime | Service Percentage |
|---|---|
| 99.0% - 99.5% | 5% of monthly fees |
| 95.0% - 99.0% | 10% of monthly fees |
| Below 95% | 20% of monthly fees |
Maintenance and Downtime
- We schedule maintenance with at least 48 hours' notice.
- Emergency maintenance may be conducted with minimal notice to address security or operational issues.
