Service Level Agreement (SLA) & Refund Policy
Effective Date: 21 September 2025 Last Updated: 21 September 2025 This Service Level Agreement (“SLA”) describes the service availability commitments and refund/credit policy for Reactive Group Oy (“Reactive Data,” “we,” “us,” or “our”). This SLA applies only to Enterprise plan customers with a signed SLA agreement. It does not apply to sandbox, demo, trial, core or business subscriptions or environments.
Uptime Commitment
We target 99.9% monthly uptime for our production APIs, excluding:
Scheduled maintenance windows (announced at least 24 hours in advance)
Force majeure events (e.g., internet-wide outages, natural disasters)
Issues caused by Customer misuse, exceeding rate limits, or third-party dependencies beyond our control
Monitoring
We continuously monitor system health and performance.
If we detect a major outage, we will:
Post status updates on our status page or dashboard
Provide incident reports for enterprise customers upon request
Communicate expected resolution times when possible
3. Service Credits
If uptime falls below 99.9% in a given calendar month, Enterprise plan customers with a signed SLA agreement may request service credits as follows:
99.0% – 99.89% uptime → 10% of 1/12 of the annual subscription fee
95.0% – 98.99% uptime → 25% of 1/12 of the annual subscription fee
Below 95.0% uptime → 50% of 1/12 of the annual subscription fee
Service credits:
Are calculated per affected month and credited against the next renewal invoice
Cannot exceed 50% of the total annual subscription fee in any contract year
May be applied as a term extension (additional days of service) if no renewal is planned
To receive a credit:
Submit a written request to [email protected] within 30 days of the affected month
Include evidence of the outage period if available
Refund Policy
Refunds are generally not accepted for subscriptions except where required by law.
We may issue prorated refunds or service credits at our discretion for:
Extended outages beyond 48 hours
Service termination initiated by Reactive Data without cause
Exclusions
This SLA does not apply to:
Sandbox, beta, trial, or pre-release environments
Downtime caused by customer code, integrations, or infrastructure
Accounts in breach of the Terms of Service or Acceptable Use Policy
Changes
We may update this SLA from time to time.
Significant changes will be communicated at least 30 days in advance.
Contact
For SLA, refund inquiries or assistance, please contact [email protected]