API Service Level Agreement
Performance guarantees, support response metrics, rate limits, and service credit policies for the Zenth Digital Systems API ecosystem. Applies to all public and enterprise endpoints.
01 Service Tiers & Guarantees
Aevum Zenth provides tiered SLA commitments based on your subscription level. All metrics are measured on a rolling monthly basis and exclude scheduled maintenance windows.
| Metric | Developer (Free) | Business (Pro) | Enterprise |
|---|---|---|---|
| Monthly Uptime SLA | 99.9% | 99.95% | 99.99% |
| Max Latency (p99) | 450ms | 300ms | 150ms |
| Rate Limit (req/min) | 1,000 | 10,000 | Custom / 100,000+ |
| Data Retention | 30 days | 1 year | Indefinite (GDPR compliant) |
| Support Channel | Community & Docs | Email & Chat (8x5) | Dedicated TAM + 24/7 Phone |
| VPC Private Link | No | No | Yes |
All maintenance is communicated 72 hours in advance via status.zenth.aevum.com. Maintenance windows do not count against uptime calculations.
02 Uptime & Latency Measurement
Uptime is calculated based on successful HTTP 2xx/3xx responses from our global health check endpoints. Latency is measured from edge PoP to origin completion (p99 over 30-day rolling window).
| Endpoint Category | Health Check Path | Measurement Frequency | Exclusions |
|---|---|---|---|
| Core API v4 | /health/core |
Every 30 seconds | Force majeure, customer misconfiguration |
| Real-time Webhooks | /health/webhooks |
Every 60 seconds | Third-party delivery failures |
| Batch Processing | /health/batch |
Every 120 seconds | Queue saturation beyond agreed limits |
03 Support Response SLAs
Response times are measured from ticket creation to initial engineer acknowledgment. Resolution times are estimates based on severity classification.
| Severity | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| SEV-1 (Critical) | Complete service outage, data loss, or security breach | 15 minutes | 4 hours |
| SEV-2 (High) | Degraded performance affecting >30% of requests | 30 minutes | 8 hours |
| SEV-3 (Medium) | Partial feature degradation, workaround available | 2 hours | 24 hours |
| SEV-4 (Low) | Documentation errors, minor bugs, feature requests | Next business day | 7-14 days |
04 Rate Limits & Throttling Policy
API requests are throttled to ensure platform stability. Exceeding limits triggers standard HTTP 429 responses with retry-after headers. Enterprise customers receive custom burst allowances.
| Limit Type | Developer | Business | Enterprise |
|---|---|---|---|
| Global RPS | 16 | 166 | Custom (min 1,666) |
| Concurrent Connections | 10 | 50 | 200 |
| Batch Job Size | 1,000 records | 50,000 records | 1M+ records |
| Retry-After Behavior | Exponential backoff recommended. Headers: X-RateLimit-Limit, X-RateLimit-Remaining, Retry-After |
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Sustained violations of rate limits or malicious payload patterns may result in temporary API key suspension. Enterprise accounts receive graceful degradation instead of hard blocks.
05 Service Credits & Remediation
If Aevum Zenth fails to meet the SLA guarantees for your tier, eligible credits will be automatically applied to your next billing cycle. Credits are calculated as a percentage of the monthly API subscription fee.
| Uptime Drop | Developer Credit | Business Credit | Enterprise Credit |
|---|---|---|---|
| 99.0% - 99.9% (Developer) | 10% | - | - |
| 99.0% - 99.95% (Business) | - | 15% | - |
| 99.0% - 99.99% (Enterprise) | - | - | 25% |
| < 99.0% (Any Tier) | 50% credit + Executive review call | ||
Credit claims must be submitted within 14 days of the incident via the developer portal. Maximum credit cap per month equals 100% of subscription fees. Credits do not apply to usage-based overage charges.
06 Compliance & Data Residency
All API traffic is encrypted in transit (TLS 1.3) and at rest (AES-256). Data processing adheres to ISO 27001, SOC 2 Type II, and GDPR standards.
- GDPR & CCPA compliant data processing agreements
- SOC 2 Type II & ISO 27001:2022 certified infrastructure
- Regional data residency options (EU, US, APAC)
- Zero-knowledge encryption optional for Enterprise tier
- Automated PII redaction & audit logging
- Penetration testing conducted quarterly by third parties
Need Custom SLA Terms?
Enterprise agreements can include dedicated infrastructure, custom uptime guarantees, data processing addendums, and white-glove onboarding.
Contact Enterprise Sales → View API Documentation