Service Level Agreement (SLA)
Last updated: July 11, 2026 · Version 1.0
This SLA supplements the Terms of Service and applies only to active Editor/OEM subscriptions. The free tier, prepaid credit packs and x402 pay-per-call remain provided without a contractual SLA, as stated in the Terms.
1. Availability commitment
We commit to 99.5% Availability of the IBANforge API per calendar month.
Availability is the percentage of minutes in the month during which the API answers requests without a service-wide failure. A minute counts as unavailable when more than half of the valid requests received in that minute fail with a 5xx error, or when the API is unreachable. Months with no traffic in a given minute count that minute as available unless our monitoring shows the service was down.
For reference: measured availability over the last 90 days is published continuously on the status page, computed from the same server-side request log we use to verify credit claims.
2. Service credits
If Availability in a calendar month falls below the commitment, you are entitled to a service credit on a following invoice:
| Monthly availability | Service credit |
|---|---|
| Below 99.5% | 10% of the monthly fee |
| Below 99.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Service credits are the sole and exclusive remedy for missed availability. They are capped at 50% of one monthly fee, are non-transferable, and have no cash value.
How to claim: email support@ibanforge.com within 30 days of the end of the affected month, naming the month and, if possible, the time windows you observed. We verify claims against our server-side request log and answer with the outcome and the applied credit.
3. Exclusions
The following do not count as unavailable time:
- Announced maintenance — planned windows announced at least 48 hours in advance on the status page or by email. We aim to make maintenance interruption-free; announced windows are rare.
- Your side of the integration — errors caused by malformed requests, exceeded quotas answered with the documented
402flow, revoked or leaked keys, or use that violates the Terms of Service. - Events beyond our reasonable control — force majeure, Internet backbone failures, or a failure of an upstream provider that no reasonable redundancy on our side would have avoided.
- Suspension for non-payment of the subscription.
4. Support
Editor/OEM subscribers have a named support contact at support@ibanforge.com (mention Editor/OEM in the subject). Our target first-response time is one business day (Monday–Friday, Swiss business hours). This target is a support commitment, not an availability commitment — service credits under §2 apply to availability only.
5. Changes
We may update this SLA with 30 days' notice by email for changes that reduce your rights; other changes take effect when published, with the change documented in the changelog. The version that applies to a given month is the one in force at the start of that month.
6. Precedence
If a separately negotiated Editor/OEM agreement between you and us states different service levels, that agreement prevails over this document.