Effective date: 1 January 2025
This Service Level Agreement ("SLA") is between Data Docked OÜ (VAT EE102956214) and the Customer accessing the Data Docked API under a paid plan.
Data Docked targets 99% monthly availability for the API on a best-efforts basis. This is an aspiration, not a guarantee. We do not warrant uninterrupted or error-free access to the service at any time.
This target excludes (among other things):
Availability is measured solely by Data Docked's internal monitoring. Customer-side measurements are not used. An outage is counted only when our monitoring confirms complete endpoint unavailability for ten (10) or more consecutive minutes. Elevated latency, partial errors, or degraded performance are not counted as unavailability.
The following are informal targets for how we aim to communicate during incidents. They are not guaranteed response times and do not create any obligation.
| Severity | Description | Target acknowledgement |
|---|---|---|
| High | Complete API outage | Within a few hours (business hours) |
| Medium | Degraded performance | Within 1 business day |
| Low | Minor or cosmetic | Best efforts |
All targets apply during business hours (Monday–Friday, 09:00–17:00 CET) only.
In the event of a significant, confirmed outage, Data Docked may, at its sole discretion, offer a goodwill credit to affected customers. Any such credit is a gesture of good faith and does not constitute an admission of liability or a precedent for future incidents. Credits, if offered, are applied to account balance and cannot be exchanged for cash.
To request consideration for a goodwill credit, email [email protected] with your account email and a brief description of the impact. Requests are reviewed on a case-by-case basis.
To the maximum extent permitted by applicable law, Data Docked's total liability for any service disruption is limited to the fees paid by the Customer in the calendar month in which the disruption occurred. Data Docked is not liable for any indirect, consequential, incidental, or special damages arising from unavailability of the service, including but not limited to lost revenue, lost data, or business interruption.
Data Docked may update these targets at any time by posting a revised version at this URL. Continued use of the service after an update constitutes acceptance of the revised terms.
Current API status and recent incidents are published on our status page. We post updates there as information becomes available.