Service Level Agreement Commitments
Overview: The following document outlines the minimum guarantees offered to subscribers of PG Address Verification API and the steps assured if the commitment is not met.
Unless otherwise specified the SLA is subject to the terms and conditions of PostGrid, we reserve the right to change the terms of this SLA in accordance with PostGrid’s Agreement.
API Uptime: PostGrid will make every effort for the API to be available with a Monthly Uptime Percentage of at least 99.9%, in each case during any monthly billing cycle
In the event PostGrid API API does not meet the Service Commitment above, you will be eligible to receive a Service Credit by contacting us.
You can access our Uptime here https://status.postgrid.ca/
Web Service Availability Guarantee
PostGrid guarantees the Service will be available no less than 99.9% during a given calendar month during the working days.
Response Time Guarantee
PostGrid will ensure all requests are processed in a time, and utilizes various methods to offload and balance traffic to all available servers.
Exclusions
The uptime and response guarantees set forth above do not apply to any unavailability, suspension, or termination of Service, or any other Service performance issues:
- Results from a suspended account
- Due to factors outside of our control, including any force majeure event or Internet access or related problems beyond the demarcation point of the Service such as acts of war, terrorism and foreign enemies, natural disaster of overwhelming proportions, grand-scale discontinuation of electrical supply, or any other unforeseeable circumstances beyond the control of the Parties against which it would have been unreasonable for the affected party to take precautions and which the affected party cannot avoid even by using its best efforts;
- Due to action or inaction of you or any third party;
- Due to result from your equipment, software, other technology, and/or third party equipment (other than third party equipment within our direct control);
- Due to our suspension or termination of your right to use the Service in accordance with the Terms of Service; or
- Due to your failure to adhere to the technical requirement listed in our document additional month of the Service to the account at the current plan.
Service Credits
Service Credits for API downtime are calculated as a percentage of Subscription Fees paid by you for PostGrid API. In the event that PostGrid does not meet the API Uptime Service Commitment in any calendar month, you will be eligible for a Service Credit equal to i) the percentage of minutes that PostGrid API was Unavailable in excess of the time stated in the Service Commitment Fee spend in that calendar month.
Credit Request and Payment Procedures
To receive a Service Credit, you must submit a claim by opening a ticket with PostGrid Support. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:Information on Data and time the service was unavailable with logs of errors.
This document was last updated on September 1, 2022
