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Service Level Agreement

Last updated: April 5, 2026 · Applies to Growth, Scale, and Enterprise plans

This Service Level Agreement (“SLA”) sets out the uptime commitment EuroValidate makes to paying customers on the Growth, Scale, and Enterprise plans, and the credits you are entitled to if we miss it. It forms part of the Terms of Service.

1. Uptime commitment

We will make the API available for at least the following percentage of time in each calendar month, measured as the ratio of successful response minutes to total minutes excluding Excluded Downtime (see section 4):

Plan	Monthly uptime target	Max monthly downtime
Free / Starter	Best effort (no SLA)	—
Growth	99.9%	43 min
Scale	99.95%	21 min
Enterprise	99.99%	4 min

2. What counts as “available”

A minute is Available when the production API at api.eurovalidate.com:

• responds to authenticated requests on at least one billable endpoint (excluding /v1/status), and
• returns HTTP 5xx for fewer than 5% of those requests in that minute.

Measurement is performed by our external uptime monitor (Uptime Robot) with five-minute checks plus our internal synthetic monitor running each minute.

3. Response-time targets (Scale and Enterprise)

In addition to availability, we target the following p95 response times for cached requests:

Endpoint family	p95 target
/v1/vat, /v1/iban, /v1/eori, /v1/company (cached)	< 150 ms
Same endpoints, uncached (upstream fetch)	< 2000 ms
/v1/validate (multi-check)	< 2500 ms

Response-time misses do not themselves trigger credits, but are tracked and published in our monthly status report.

4. Excluded downtime

The following are excluded from SLA calculations:

• Scheduled maintenance — announced at least 72 hours in advance, capped at 2 hours per month, typically performed between 02:00 and 05:00 UTC on a weekend.
• Upstream provider outages — unavailability of VIES, EORI, HMRC, or GLEIF is outside our control. In these cases we serve cached data with reduced confidence and return the circuit-breaker state via /v1/status; such minutes are not counted as downtime.
• Force majeure — natural disasters, armed conflict, nationwide internet outages, power outages at our data centre.
• Customer-caused issues — rate-limit violations, abuse suspensions, invalid API keys, misconfigured webhooks.
• Beta / preview features marked as such in documentation.

5. Service credits

If we miss the monthly uptime target, you are entitled to a pro-rated credit against your next invoice:

Monthly uptime achieved	Credit (% of monthly fee)
< target – 99.0%	10%
< 99.0% – 95.0%	25%
< 95.0%	50%

Credits apply to the plan fee only, not to usage overage or add-ons. Total credits in any month are capped at 50% of that month’s fee.

6. How to claim a credit

Email [email protected] within 30 days of the end of the month in which the miss occurred. Include your account email, the affected time window, and (if available) your own observations (status codes, request IDs). We will confirm the credit within 10 business days and apply it to the next invoice.

Unclaimed credits expire after 30 days. Credits are not refundable in cash.

7. Status and transparency

Historical incident reports are published at our public status page. Real-time upstream availability is available via GET /v1/status.

8. Changes

We may update this SLA from time to time. Any reduction in our commitments will be announced at least 30 days in advance and will not apply retroactively to the current billing period.