Service Level Agreement
Last updated: January 2025
This Service Level Agreement (SLA) describes our commitment to service reliability for Cito API paid plans. We're committed to providing a fast, reliable API that you can depend on. If we fail to meet these commitments, you're entitled to service credits.
99.9%
Uptime SLA
<200ms
Target Latency
1hr
P1 Response
Service Credit Schedule
| Uptime | Max Downtime | Credit |
|---|---|---|
| 99.9% | 43m 50s/month | 0% |
| 99.5% | 3h 39m/month | 10% |
| 99.0% | 7h 18m/month | 10% |
| 95.0% | 1d 12h/month | 25% |
| <95% | >1d 12h/month | 50% |
Service Availability
Uptime Commitment
Cito API commits to 99.9% uptime for all paid plans. This means no more than 43 minutes and 50 seconds of unplanned downtime per month. Free tier users receive best-effort availability with no uptime guarantee.
How We Measure
Uptime is measured as the percentage of time the API responds successfully (HTTP 2xx or 4xx responses) to valid requests. We use third-party monitoring from multiple global locations to ensure accurate measurement.
Status Page
Real-time service status is available at citoapi.com/status. We recommend subscribing to status updates to receive notifications about incidents and maintenance.
Response Time
API Latency
We target a median response time of under 200ms for cached endpoints and under 500ms for uncached requests. Response times may vary based on request complexity, data volume, and network conditions.
Regional Performance
Our infrastructure is deployed globally. Requests are automatically routed to the nearest available region to minimize latency for your users.
Support Response Times
Critical Issues (P1)
Service is completely unavailable or a security incident. Response within 1 hour, 24/7. Resolution target: 4 hours.
Major Issues (P2)
Service is significantly degraded affecting multiple users. Response within 4 hours during business hours. Resolution target: 24 hours.
Minor Issues (P3)
Service is partially impacted or a single user is affected. Response within 1 business day. Resolution target: 5 business days.
General Inquiries (P4)
Questions, feature requests, and general support. Response within 2 business days.
Scheduled Maintenance
Maintenance Windows
Scheduled maintenance is performed during low-traffic hours (typically 2:00-6:00 AM UTC on weekdays). We aim to complete maintenance without service interruption.
Advance Notice
We provide at least 72 hours notice for planned maintenance that may affect service availability. Emergency security patches may be applied with shorter notice.
Maintenance Exclusion
Scheduled maintenance windows are excluded from uptime calculations, provided advance notice was given as specified above.
Service Credits
Credit Calculation
If we fail to meet our 99.9% uptime commitment, you are eligible for service credits. Credits are calculated as a percentage of your monthly bill based on actual uptime achieved.
Credit Tiers
99.0% - 99.9% uptime: 10% credit. 95.0% - 99.0% uptime: 25% credit. Below 95.0% uptime: 50% credit. Maximum credit per month is 50% of your monthly fee.
How to Claim
To request a service credit, email support@citoapi.com within 30 days of the incident. Include your account email, the dates affected, and a brief description. We will verify the claim and apply credits within 30 days.
Exclusions
What's Not Covered
This SLA does not apply to: (1) Free tier accounts, (2) Features labeled as beta or preview, (3) Issues caused by factors outside our control including network issues, DDoS attacks, or force majeure events.
Customer-Caused Issues
Downtime resulting from your actions is not covered, including: exceeding rate limits, API misuse, invalid authentication, or issues with your integration code.
Third-Party Dependencies
Some data relies on third-party game publishers. Delays or outages in source data from game publishers are not covered by this SLA, though we will communicate such issues promptly.
Data Integrity
Data Accuracy
We strive for data accuracy but cannot guarantee 100% accuracy for all esports statistics. Data is sourced from official APIs and public sources, and may have inherent delays or discrepancies.
Data Retention
Historical data is retained indefinitely for active accounts. We perform regular backups and maintain redundant storage to prevent data loss.
Need to Report an Issue?
If you're experiencing service issues or need to request a service credit, our support team is here to help.
See also: Terms of Service | Privacy Policy