API Service Level Agreement

Our operational commitment for the production OpesCare Connect API.

Effective 01 Sep 2026 · Applies to approved production integration clients.

99.9%

Monthly uptime commitment

Measured monthly against the production Connect API, excluding scheduled maintenance and the exclusions below.

Support severity & response targets

Severity

First response

Target resolution

SEV1 — Critical

Production API down or unusable for all clients.

30 minutes

4 hours

SEV2 — Major

Major function degraded; no reasonable workaround.

2 hours

1 business day

SEV3 — Minor

Partial or non-critical degradation with a workaround.

1 business day

5 business days

SEV4 — Low

Questions, cosmetic issues, feature requests.

3 business days

Best effort

Scheduled maintenance

Planned maintenance is announced at least 72 hours in advance and scheduled during off-peak hours (typically 01:00–04:00 WAT). Notices are published on the system status page.

Service credits

If monthly uptime falls below the commitment, eligible clients may request a credit against the following month's API fees:

Below 99.9% (at or above 99.0%) 10% credit

Below 99.0% (at or above 95.0%) 25% credit

Below 95.0% 50% credit

Exclusions

Sandbox, beta, and unversioned/preview endpoints.
Announced scheduled maintenance windows.
Issues caused by client misuse, exceeding plan limits, or invalid requests.
Force majeure and failures of third-party networks or providers outside OpesCare's control.

Need help or want to report an incident?

Email developer-support@opescare.com with your client ID and a description. Live status is always on the status page.

System status