Availability target
For paid plans that include an SLA, the monthly availability target is 99.5% for primary production endpoints, unless a contract or pricing page says otherwise.
Exclusions
- Scheduled maintenance with prior notice.
- Outages caused by network, cloud, payment, or third-party data source providers.
- Customer-side configuration, code, credential, or traffic errors.
- Force majeure, major attacks, legal action, or events outside our reasonable control.
Credits
If a contractual SLA is missed, paid customers may request service credits according to their plan or contract. Credits are not automatic and must be requested within 30 days after the affected month ends.
Incident reports
For production incidents, contact support@apiindonesia.id with the incident time, endpoint, request ID if available, impact, and sample error response.