Service Level Agreement

This SLA covers availability of the DepthSignal REST API, including all endpoints documented at depthsignal.io/docs. It does not cover the marketing website, the customer-facing platform UI, or third-party exchange data feeds used as upstream sources.

Enterprise customers receive a negotiated SLA rider as a separate document, which supersedes this page where there is any conflict.

For Expert customers, we commit to 99.0% API availability per calendar month. At 99.0%, the maximum permitted unplanned downtime is approximately 7 hours and 18 minutes per calendar month. For Enterprise customers, the commitment is 99.5%, or approximately 3 hours and 39 minutes per calendar month.

This commitment is a contractual obligation, not a target. If availability falls below the applicable threshold in a given calendar month and the outage is not excluded under Section 4, you are entitled to a service credit as set out in Section 5. Service credits are the sole and exclusive remedy for availability breaches under this SLA.

Availability is calculated on a per-calendar-month basis using the following formula:

For the purposes of this formula:

• A successful response is any HTTP response with a status code in the range 200 to 499. Rate-limit responses (HTTP 429) count as successful because the API was reachable and functioning correctly.
• An unsuccessful response is any HTTP 5xx response, or a request that times out after 30 seconds with no response, or a connection refused at the API gateway.
• Total requests are those made during the measurement window, excluding requests made during any excluded period under Section 4.

Measurements are taken from our internal monitoring infrastructure. Customers are encouraged to monitor independently via depthsignal.io/status. Discrepancies between internal and customer measurements are resolved by us in good faith, with reference to server-side logs.

The following periods and causes of unavailability are excluded from SLA calculations and do not count toward credit entitlement:

• Scheduled maintenance: planned downtime announced at least 48 hours in advance via email to your registered address and a notice on depthsignal.io/status. We target off-peak windows (02:00 to 06:00 UTC) and aim to keep these under 2 hours per occurrence.
• Hotfix deployment restarts: brief service interruptions caused by container restarts during hotfix deployments. During the current active development phase, we deploy fixes frequently without advance notice. Individual restarts typically last under 60 seconds and do not represent system instability - the platform is healthy before and after each restart. We aim to transition to zero-downtime deployments before reaching general availability.
• Customer-caused degradation: outages or errors resulting from your configuration, your application code, your API key being revoked due to a policy violation, or requests that exceed your tier rate limit receiving HTTP 429 responses.
• DDoS mitigation: temporary service restrictions applied by us or our infrastructure provider to mitigate an active distributed denial-of-service attack targeting our systems.
• Upstream provider outages:unavailability of exchange data feeds, third-party infrastructure (including our hosting provider, Hetzner), or internet backbone disruptions beyond our reasonable control. The API returning stale or partial data during an upstream outage does not constitute an SLA breach unless the core API endpoint itself is unreachable.
• Force majeure: events outside reasonable control as defined in Section 14 of the Terms of Service.
• Free trial periods: SLA credits are not available during any trial period. SLA becomes active on the first paid billing cycle.

If API availability falls below the committed threshold in a calendar month (after excluding periods under Section 4), you are entitled to a service credit calculated as follows:

• Unit: one (1) day of additional service for each full hour of unplanned downtime below the SLA threshold during the affected calendar month. Credits are delivered as an extension of your current paid subscription period.
• Cap: Credits are capped at seven (7) days of service extension in any single calendar month, regardless of total downtime.
• Form: Credits are applied by extending your current billing cycle end date. Credits are not redeemable for cash, cannot be transferred, and cannot be carried over beyond one billing cycle.
• Partial hours: Downtime is measured in full hours. Partial hours do not qualify. For example, 90 minutes of downtime counts as one (1) full hour.
• Sole and exclusive remedy: Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment. We are not liable for trading losses, missed market opportunities, lost profits, or any other consequential damages arising from service unavailability. Our total liability is capped as set out in Section 10 of the Terms of Service.

Enterprise customers have a custom credit schedule set out in their SLA rider. The schedule on this page does not apply to Enterprise accounts.

DepthSignal provides market microstructure data and analytics. It does not provide investment advice, financial advice, trading recommendations, or fiduciary services. Any trading, investment, or financial decision you make in reliance on DepthSignal data is your own decision and your own responsibility.

In no event shall MarketDepth Analytics OÜ (operator of DepthSignal) be liable to you or to any third party for trading losses, missed entries or exits, opportunity cost, lost profits, or any other indirect, incidental, special, or consequential damages arising from or related to the availability or unavailability of the service, including any period of unplanned downtime covered by this SLA.

Service credits issued under Section 5 are the sole and exclusive remedy for any availability breach. Our total aggregate liability is capped as set out in Section 10 of the Terms of Service, which limits liability to the amount you paid us in the twelve (12) months preceding the claim. This cap applies regardless of the form of action, whether in contract, tort, or otherwise.

To request a credit:

1. Send an email to [email protected] with the subject line SLA-CLAIM-[YYYY-MM] (replace with the affected month, e.g. SLA-CLAIM-2026-04).
2. Include the following in the email body:
   • Your account email address.
   • The calendar month for which you are claiming.
   • A brief description of the outage, including approximate start and end times in UTC.
   • At least 3 example request IDs or API response timestamps that demonstrate the failure. Request IDs are returned in the X-Request-ID response header.
3. Claims must be submitted within 15 calendar days of the end of the affected month. Claims submitted after this window are not eligible for credit.

We will acknowledge your claim within 3 business days and provide a decision within 10 business days. If your claim is approved, the credit appears on your next invoice.

When an incident affecting API availability is detected, we commit to the following communication schedule:

• Initial notice within 15 minutes of internal detection: a status update is posted to depthsignal.io/status describing the nature of the incident and affected services.
• Progress updates every 30 minutes while the incident is active, or immediately when the situation changes materially.
• Resolution notice posted within 15 minutes of service restoration, confirming the incident is closed.
• Post-mortem published within 72 hours of resolution for any incident causing more than 30 minutes of downtime. Post-mortems include: a timeline, root cause, contributing factors, and the corrective actions taken or planned.

For Expert customers, major incidents (more than 15 minutes of downtime) are also communicated by email to your registered address within 1 hour of detection. This commitment applies to the tiers listed in Section 1.

We review API availability data and SLA performance on a monthly basis as part of our internal information security management system (ISMS) review process. This review covers: actual availability versus committed thresholds, incident frequency and duration, open corrective actions, and credit obligations.

The monthly ISMS review cadence is documented in our internal management review procedure. Results of reviews that affect service commitments or credits are communicated to affected customers within 5 business days of the review date.

Enterprise customers may request a quarterly availability report covering the prior quarter's uptime data, incident log, and post-mortem summaries. Send requests to [email protected] with the subject line SLA-REPORT-REQUEST.

We may update this SLA by providing at least 30 days written notice via email to your registered address. Changes that reduce your SLA entitlement take effect at the start of your next billing cycle after the notice period expires.

Changes that improve your SLA entitlement (for example, a higher uptime commitment or more generous credit schedule) take effect immediately on the published date.

Enterprise customers must consent to material changes to their SLA rider in writing. This page does not govern Enterprise SLA riders.