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This Service Level Agreement (“SLA”) governs the use of APIVoid services under the APIVoid Terms of Service (“ToS”) between NoVirusThanks Company Srl (“APIVoid”, “Service Provider”) and customers subscribed to the Business Plan or higher (“Customer”). This SLA applies separately to each eligible Customer account. Unless otherwise stated, this SLA is subject to and incorporated into the APIVoid Terms of Service.
The Service Provider will use commercially reasonable efforts to ensure a Monthly Uptime Percentage of at least 99.5% during each monthly billing cycle (“Service Commitment”). If the Service Provider does not meet the Service Commitment, the Customer may be eligible to receive a Service Credit as described below.
“Downtime” means the time during which the Service Provider API production endpoints are not accessible or return server-side errors, as determined by the Service Provider’s internal monitoring systems. For avoidance of doubt, temporary monitoring anomalies or failures caused by third-party resources used in automated testing shall not constitute Downtime.
“Monthly Uptime Percentage” is calculated during each monthly billing cycle as: 100% – ((Total Downtime minutes in the month / Total minutes in the month) × 100).
Downtime excludes SLA Exemptions listed in Section 6.
If the Monthly Uptime Percentage falls below 99.5% in a given monthly billing cycle, eligible Customers in good standing may request a Service Credit as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.5% and ≥ 99.0% | 10% of monthly fee |
| < 99.0% and ≥ 98.0% | 20% of monthly fee |
| < 98.0% | 30% of monthly fee |
Service Credits: (a) apply only toward future payments under the applicable subscription; (b) are the Customer’s sole and exclusive remedy for any failure to meet the Service Commitment; (c) are not refundable and may not be redeemed for cash or any other form of monetary compensation; (d) must exceed USD $10 to be issued; (e) are calculated based on the fees actually paid by the Customer for the affected monthly billing cycle; (f) in no event shall the aggregate Service Credits for any billing cycle exceed 100% of such fees; (g) Service Credits are available only to Customers with active paid subscriptions in good standing and do not apply to free, promotional, trial, beta, partner, or complimentary subscriptions.
For Business Plan and higher, support requests will receive an initial response within one (1) business day. Support is monitored on a best-effort basis outside business hours, including weekends and holidays. Critical issues are prioritized and addressed promptly.
The Service Provider’s target response time for Critical Issues (including API outages, major functionality unavailability, or widespread production impact) is within eight (8) hours, with a target resolution time of twenty-four (24) hours, using commercially reasonable efforts. For Non-Critical Issues (including partial service degradation or non-production-impacting bugs), the Service Provider will use commercially reasonable efforts to respond and resolve the issue, typically within one (1) to five (5) business days depending on severity.
Either party may terminate the service subscription with three (3) months’ prior written notice. The Service Provider reserves the right to suspend or terminate accounts immediately in cases of violation of the Terms of Service, abuse, illegal usage, or security risks. Where reasonably practicable, the Service Provider will provide advance notice to minimize service disruption. Immediate suspension or termination in such circumstances shall not constitute a breach of this Service Level Agreement (SLA) or give rise to any liability.
Downtime does not include service unavailability caused by scheduled maintenance (with reasonable advance notice where practicable, generally at least seven (7) days’ notice), emergency maintenance addressing security risks or critical vulnerabilities, factors outside the Service Provider’s reasonable control (including force majeure events, internet backbone failures, cloud provider outages, denial-of-service attacks, or other hostile third-party actions), customer-side issues (including API misuse, exceeding plan limits, improper implementation, or customer infrastructure failures), suspension or termination in accordance with the Terms of Service, or beta or experimental features (if applicable).
To receive a Service Credit, the Customer must submit a written claim to the support contact details listed on the Contact page within thirty (30) days of the incident, including the account email, company name, dates and times of the incident, a detailed description of the issue, and supporting evidence reasonably sufficient to substantiate the claimed Downtime, after which the Service Provider will review and determine eligibility in its reasonable discretion.
Last updated on April 07, 2026
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