Service Level Agreement
Service level commitments for API and platform availability.
Last updated July 12, 2026
This Service Level Agreement (“SLA”) describes the service availability objectives, support commitments, maintenance practices, and service credit policy for the Haruspex platform (“Haruspex”, “we”, “our”, or “us”).
This SLA applies only to paid subscription plans that expressly include SLA coverage. Free plans, trial plans, promotional accounts, beta services, and complimentary access are provided on an “as available” basis without uptime guarantees unless otherwise stated.
This SLA forms part of the Haruspex Terms of Service.
1. Purpose
The purpose of this SLA is to establish transparent expectations regarding:
- Platform availability
- Support response times
- Scheduled maintenance
- Incident management
- Recovery objectives
- Service credits (where applicable)
This SLA does not modify or replace the Terms of Service.
2. Definitions
For purposes of this SLA:
Availability means the percentage of total time during which the Haruspex production platform is capable of accepting authenticated user requests and providing normal core functionality.
Downtime means a complete inability to access core platform functionality caused by Haruspex infrastructure.
Downtime does not include degraded performance, slow responses, or partial feature limitations unless those issues make the service substantially unusable.
Incident means an unexpected interruption or reduction in service quality.
Maintenance Window means planned service interruptions announced in advance.
3. Covered Services
Unless otherwise specified, this SLA covers:
- Web application
- Public API
- Authentication services
- User dashboard
- Portfolio management
- AI analysis engine
- Watchlists
- Alerts
- Report generation
- Data synchronization
Third-party integrations are not covered under this SLA.
4. Service Availability Target
Haruspex targets:
99.9% Monthly Uptime
This represents a service objective rather than an unconditional guarantee.
Monthly uptime is calculated as:
(Total Minutes - Downtime Minutes) ÷ Total Minutes × 100
Scheduled maintenance is excluded from this calculation.
5. Scheduled Maintenance
Haruspex may perform routine maintenance for:
- Security updates
- Infrastructure upgrades
- Database optimization
- Network improvements
- Feature deployments
Whenever reasonably possible we will provide advance notice through:
- Platform notifications
- Status page
- Developer announcements
Emergency maintenance may occur without prior notice when necessary to protect:
- User data
- Platform security
- System integrity
- Regulatory compliance
6. Excluded Downtime
The following are excluded from uptime calculations:
Third-Party Provider Failures
Including failures involving:
- Cloud hosting providers
- DNS providers
- Internet backbone providers
- CDN providers
- Authentication providers
- AI model providers
- Financial market data providers
Internet Connectivity
Loss of connectivity caused by:
- ISP failures
- Corporate firewalls
- Local networking issues
- Device failures
- Mobile carrier interruptions
Customer Configuration
Downtime resulting from:
- Invalid API requests
- Unsupported integrations
- Custom scripts
- User misconfiguration
- Browser extensions
- Unsupported software
Force Majeure
Including:
- Natural disasters
- War
- Terrorism
- Government actions
- Civil unrest
- Pandemic events
- Large-scale internet outages
Security Events
Including:
- Distributed denial-of-service attacks (DDoS)
- Zero-day exploits
- Emergency security responses
- Active cyberattacks
- Platform abuse mitigation
7. Incident Severity Levels
Haruspex classifies incidents according to business impact.
Severity 1 - Critical
Examples:
- Complete platform outage
- Authentication unavailable
- Data corruption
- Major security incident
Target Response:
Within 1 hour
Target Continuous Updates:
Every 2 hours while unresolved.
Severity 2 - High
Examples:
- Major feature unavailable
- API unavailable
- Significant degradation
- Partial service outage
Target Response:
Within 4 hours
Severity 3 - Medium
Examples:
- Individual feature malfunction
- Report generation issues
- Dashboard problems
- Non-critical API issues
Target Response:
Within 1 business day
Severity 4 - Low
Examples:
- Cosmetic bugs
- Documentation errors
- Minor UI issues
- Enhancement requests
Target Response:
Within 3 business days
Response times are targets rather than guarantees.
8. Support Channels
Support may be available through:
- Email support
- Platform support portal
- Help center
- Documentation
- Developer resources
- Security reporting channel
Availability of specific support channels depends on the applicable subscription plan.
9. Status Communications
Haruspex may communicate service incidents through:
- Public status page
- In-product notifications
- Developer communications
- Security advisories
Critical incidents will generally include:
- Current status
- Impact
- Estimated recovery progress
- Resolution summary
10. Disaster Recovery
Haruspex maintains reasonable disaster recovery procedures designed to:
- Restore service availability
- Protect customer data
- Minimize downtime
- Preserve operational continuity
Recovery methods may include:
- Infrastructure redundancy
- Automated backups
- Multi-region deployment where available
- Database replication
- Infrastructure-as-code restoration
Recovery objectives are operational goals and are not guaranteed.
11. Data Backups
Haruspex performs periodic backups of critical production systems.
Backups are intended primarily for disaster recovery and business continuity.
Backups are not intended to function as an end-user archival or file storage service.
Users remain responsible for maintaining copies of any data they consider important.
12. Service Credits
If a qualifying paid service experiences monthly uptime below the applicable target, eligible customers may request service credits.
Illustrative credit schedule:
Monthly Availability Service Credit 99.0% - 99.89% 5% 95.0% - 98.99% 10% Below 95.0% 25%
Credits:
- apply only to future subscription fees;
- are not redeemable for cash;
- are non-transferable; and
- represent the customer’s sole remedy under this SLA for covered service availability issues.
To receive a credit, the customer must submit a request within thirty (30) days after the end of the affected billing month, including sufficient information for Haruspex to verify the outage.
No credits will be issued where downtime results from an exclusion described in this SLA.
13. Beta Features
Experimental, preview, beta, alpha, early-access, or testing features are excluded from this SLA.
Such features are provided without availability commitments and may experience interruptions, changes, or removal at any time.
14. Third-Party Services
Haruspex integrates with external providers, including AI model providers and financial data sources.
Haruspex is not responsible for outages, delays, interruptions, inaccuracies, or failures originating from third-party services.
Service interruptions caused solely by third-party providers do not constitute SLA downtime.
15. Suspension for Security
Haruspex may temporarily suspend access where reasonably necessary to:
- prevent fraud;
- mitigate abuse;
- respond to security threats;
- comply with legal obligations;
- protect users or the platform.
Such suspensions are not considered SLA failures.
16. SLA Modifications
Haruspex may update this SLA from time to time to reflect changes in services, infrastructure, operational practices, or legal requirements.
Material changes will become effective upon publication or as otherwise communicated through the platform.
Continued use of the Services after the effective date constitutes acceptance of the updated SLA.
17. Contact
Questions regarding this Service Level Agreement may be directed through the official Haruspex support channels published on the platform.
End of Service Level Agreement