Effective Date: Upon First API Use
Version: 1.1
Last Updated: December 2025
This Service Level Agreement (“SLA”) is incorporated by reference into the User Agreement between Advisory API Systems LLC (“Company,” “we,” “us,” or “our”) and the User (“you” or “your”). This SLA sets forth the service levels, support commitments, and remedies applicable to the Portfolio Optimization API (“Service”).
By using the Service, you agree to the terms of this SLA.
Advisory API Systems commits to maintain 99.5% Monthly Uptime for the API during each calendar month, measured as:
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
“Downtime” means periods when the API is unavailable or materially impaired such that User cannot make successful API calls. Downtime is measured from the time Company becomes aware of or is notified of an outage until service is restored.
“Scheduled Maintenance” means planned maintenance windows that are communicated at least 72 hours in advance.
The following are excluded from Downtime calculations:
(a) Scheduled Maintenance: Planned maintenance windows, typically scheduled during off-peak hours (12:00 AM – 6:00 AM Pacific Time, weekends preferred);
(b) User-Caused Issues: Downtime resulting from User’s systems, network connectivity, API Key misuse, or exceeding rate limits;
(c) Force Majeure: Events beyond Company’s reasonable control, including natural disasters, acts of war, terrorism, civil unrest, government actions, or internet backbone failures;
(d) Third-Party Failures: Failures of third-party services, hosting providers, or telecommunications providers not caused by Company;
(e) API Abuse: Service degradation resulting from User’s abuse of the API or violation of the User Agreement;
(f) Beta Features: Any features, endpoints, or services designated as “beta,” “preview,” or “experimental.”
If Company fails to meet the Monthly Uptime commitment, User may request Service Credits as follows:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fees) |
|---|---|
| 99.0% – 99.49% | 10% |
| 95.0% – 98.99% | 25% |
| 90.0% – 94.99% | 50% |
| Below 90.0% | 100% |
To receive Service Credits:
(a) User must submit a request via email to [email protected] within thirty (30) days after the end of the affected month;
(b) Request must include: User name, API Key identifier, dates and times of claimed Downtime (in Pacific Time), and a description of the impact;
(c) Company will review the request and respond within fifteen (15) business days.
(a) Service Credits are the sole and exclusive remedy for failure to meet the uptime commitment;
(b) Service Credits may not exceed 100% of the monthly fees for the affected month;
(c) Service Credits are forfeited if User is in breach of the User Agreement or has outstanding unpaid invoices.
Company targets the following API response times under normal operating conditions:
| Metric | Target | Measurement |
|---|---|---|
| Median Response Time | < 40 seconds | 50th percentile |
| 95th Percentile Response Time | < 100 seconds | 95th percentile |
| Maximum Response Time | < 120 seconds | 99th percentile |
Note: Response times are measured from receipt of a valid API request to delivery of the response. Complex household calculations with extensive background assets may require additional processing time.
Company targets an error rate of less than 1% for valid API requests, where errors are defined as HTTP 5xx responses attributable to Company’s infrastructure.
Company monitors Service performance regularly.
| Channel | Availability | Response Target |
|---|---|---|
| Email ([email protected]) | 24/7 (submission) | Next business day |
| Developer Portal | 24/7 | Self-service |
| Documentation | 24/7 | Self-service |
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical (P1) | Complete service outage or data corruption affecting all customers | 1 hour | 4 hours |
| High (P2) | Major functionality impaired; no workaround | 4 hours | 1 business day |
| Medium (P3) | Functionality impaired; workaround available | 1 business day | 5 business days |
| Low (P4) | Minor issues, questions, feature requests | 2 business days | Best effort |
Business Hours: Monday through Friday, 9:00 AM – 5:00 PM Pacific Time, excluding U.S. federal holidays.
Critical (P1):
High (P2):
Medium (P3):
Low (P4):
To facilitate efficient support, User shall:
(a) Designate up to two (2) technical contacts authorized to submit support requests;
(b) Provide detailed information when reporting issues, including: API Key identifier (last 8 characters only), request/response examples, timestamps, and steps to reproduce;
(c) Implement reasonable troubleshooting before submitting support requests;
(d) Respond promptly to requests for additional information.
(a) Company will provide at least 72 hours advance notice for scheduled maintenance;
(b) Scheduled maintenance will typically occur during off-peak hours (12:00 AM – 6:00 AM Pacific Time);
(c) Company will endeavor to limit scheduled maintenance to no more than 8 hours per month;
(d) Maintenance notifications will be sent to User’s registered email address or posted on the developer portal, either of which are considered sufficient notice.
Emergency maintenance may be performed without advance notice when necessary to:
(a) Address critical security vulnerabilities;
(b) Prevent imminent service failure;
(c) Comply with legal or regulatory requirements.
Company will provide notification as soon as practicable for emergency maintenance.
(a) Minor Updates: Bug fixes and minor improvements may be deployed without notice;
(b) Major Updates: Significant changes to API functionality will be communicated at least thirty (30) days in advance;
(c) Breaking Changes: Changes that may break existing integrations will be communicated at least ninety (90) days in advance, and Company will maintain the prior version for a reasonable transition period.
User Data submitted via API calls will be processed in real-time. The API provides synchronous responses—calculations are performed and results returned in a single request/response cycle.
(a) API Logs: Request/response data may be retained for up to the entire term of this agreement for debugging and regulatory audit purposes;
(b) User Data: User Data is processed in real-time and is retained by Company after the response is delivered, as specified in the Data Processing Agreement.
Company maintains backups of all system configurations and operational data necessary to restore Service functionality. User Data is backed up by the Company.
In the event of a security incident affecting User Data, Company will:
(a) Notify affected Users within 72 hours of confirming the incident;
(b) Provide a description of the incident and affected data categories;
(c) Describe remediation steps taken or planned;
(d) Provide recommendations for User actions, if applicable.
Company will:
(a) Conduct a thorough investigation of all security incidents;
(b) Implement appropriate remediation measures;
(c) Provide a post-incident report upon User request.
Upon written request, Company will provide:
(a) Usage Reports: Monthly summary of API calls by User;
(b) Incident Reports: Details of any incidents affecting User during the period.
Standard reports are available monthly. Custom reporting may be arranged for additional fees.
Company may modify this SLA by posting a revised version on the developer portal. Continued use of the Service after changes become effective constitutes acceptance of the modified SLA.
This SLA does not guarantee specific investment outcomes, portfolio performance, or the accuracy of any calculations. All investment recommendations are subject to market risk and model limitations as described in the Investment Advice Disclaimer.
Service Credits are User’s sole and exclusive remedy for any failure by Company to meet the service levels set forth in this SLA.
In the event of any conflict between this SLA and the User Agreement, the User Agreement shall control. All limitations of liability and disclaimers in the User Agreement apply to this SLA.
Advisory API Systems LLC
Email: [email protected]
Phone: (310) 839-0358
This Service Level Agreement is incorporated by reference into the User Agreement. By using the Service, you acknowledge and agree to the terms of this SLA.