Service Level Agreement
Version 2026-05-19 · Effective May 19, 2026
This SLA applies to paid Smartbull subscriptions and forms part of the Terms of Service. Live system status: /status.
1. Uptime commitment
No SLA credit
~22 min/month allowed
~22 min/month allowed
~4.3 min/month allowed
2. Definition of downtime
"Downtime" means a period during which the Smartbull web UI and the public REST/GraphQL API are unavailable to authenticated users, measured from our public status page and verified by independent third-party uptime monitors.
The following are NOT downtime:
- ✕Cron-job delays or queue back-pressure (jobs still execute, just later)
- ✕Backtest or research jobs taking longer than usual to complete
- ✕A single connected exchange being unavailable on the exchange's side
- ✕A user-specific issue when the platform is otherwise operational
- ✕Scheduled maintenance announced ≥48 hours in advance
- ✕Force majeure (war, natural disaster, internet backbone failure, blockchain reorganisation)
3. Service credits
| Monthly uptime | Credit |
|---|---|
| 99.5% – 99.9% | 10% of monthly fee |
| 99.0% – 99.5% | 10% of monthly fee |
| < 99.0% | 25% of monthly fee |
| < 95.0% | 100% of monthly fee + right to terminate |
To claim: email billing@smartbull.ai within 30 days. Credits are applied to the next billing cycle and may not exceed 50% of the monthly fee in any single month.
4. Public status page
We publish per-component status (web UI, public API, bot engine, exchange adapters, research API) at /status, updated in real time from internal SLO probes and synthetic checks.
The status page is authoritative for SLA calculations.
5. Scheduled maintenance
Typically Sunday 03:00–05:00 UTC (lowest-traffic window). All scheduled maintenance is announced at least 48 hours in advance on the status page and via email to billing/admin contacts.
6. Exclusions
The SLA does not apply to, and credits will not be issued for:
- !Beta or preview features explicitly marked as such
- !Free-tier or trial usage
- !Issues caused by user-supplied API keys, misconfigured strategies, or exhausted exchange quotas
- !Issues caused by third-party services outside our reasonable control
- !Force majeure events
7. Reporting & transparency
Internal SLO compliance is published monthly on the /admin/uptime dashboard (admin-only).
On request, paid customers may receive a signed monthly uptime report for compliance/audit purposes — contact legal@smartbull.ai.