Service Level Agreement
Commitment to reliability, accuracy, and performance for Aevum News Enterprise and API partners.
📋 Scope & Overview
This Service Level Agreement ("SLA") defines the service commitments Aevum News ("Provider") makes to its Enterprise, API, and Wire Distribution partners ("Client"). This agreement ensures transparency regarding system availability, data accuracy, support response times, and service credits for unmet commitments.
Note: This SLA applies exclusively to Enterprise-tier subscriptions, API access programs, and dedicated news wire distribution feeds. Standard consumer subscriptions are covered under our Terms of Service.
Aevum News is dedicated to maintaining the highest standards of journalistic integrity and technical reliability. Our infrastructure is designed to deliver verified news content with minimal latency, ensuring partners receive timely and accurate information.
🏢 Service Tiers
Different partnership levels receive varying degrees of service guarantees based on infrastructure priority and support access.
📊 Service Metrics & Targets
The following table outlines key performance indicators measured monthly. Metrics are calculated using independent monitoring services and reported in the quarterly Partner Performance Report.
| Metric | Definition | Standard | Enterprise | Premium |
|---|---|---|---|---|
| API Availability | Percentage of successful HTTP 200 responses per month | 99.5% | 99.9% | 99.99% |
| Response Latency (p95) | 95th percentile response time for standard endpoints | < 500ms | < 200ms | < 100ms |
| Data Accuracy | Percentage of articles with verified metadata and correct categorization | > 98% | > 99% | > 99.5% |
| Feed Delivery Time | Time from article publication to API/Webhook availability | < 5 min | < 2 min | < 30 sec |
| Support Response | Initial response time for critical severity incidents | 24 hours | 4 hours | 1 hour |
| Monthly Data Retention | Historical article availability for query and retrieval | 12 months | 36 months | Unlimited |
🎧 Support & Incident Response
Aevum News classifies incidents by severity to ensure appropriate resource allocation and communication.
| Severity | Description | Response Time | Update Frequency |
|---|---|---|---|
| Critical (P1) | Complete service outage or major data corruption affecting all users | Immediate / 15 min | Every 30 min |
| Major (P2) | Significant degradation or partial outage affecting core features | 1 hour | Every 2 hours |
| Minor (P3) | Non-critical functionality impaired or single-endpoint issues | 4 hours | Every 8 hours |
| Low (P4) | Feature requests, minor bugs, or documentation errors | 24 hours | Next release |
Communication Channels: Critical incidents will trigger notifications via email, SMS (Premium only), and status page updates. Enterprise and Premium clients receive direct phone support for P1/P2 incidents.
💎 Service Credits
If Aevum News fails to meet the availability targets outlined above, eligible clients may receive service credits applied to their next billing cycle. Credits are calculated based on the severity and duration of the outage.
Availability Credit Tiers
| Monthly Availability | Standard Credit | Enterprise/Premium Credit |
|---|---|---|
| < 99.0% | 25% of monthly fee | 30% of monthly fee |
| 99.0% - 99.4% | 15% of monthly fee | 20% of monthly fee |
| 99.5% - 99.8% | 5% of monthly fee | 10% of monthly fee |
Claiming Process
- Credits must be claimed within 30 days of the incident resolution.
- Clients must submit a request via the Partner Dashboard or by emailing
partners@aeumnews.com. - Credits are non-cashable and cannot exceed the amount of the affected billing period.
- Service credits are the sole remedy for SLA breaches, excluding cases of gross negligence.
⚠️ Exclusions & Limitations
The following scenarios are excluded from SLA calculations and do not qualify for service credits:
- Scheduled Maintenance: Maintenance windows announced at least 48 hours in advance via email and status page.
- Force Majeure: Events beyond reasonable control, including natural disasters, government actions, internet backbone failures, or cyberattacks.
- Client Misconfiguration: Issues caused by incorrect API integration, network restrictions, or unauthorized modifications.
- Third-Party Dependencies: Failures originating from external services not managed by Aevum News (e.g., client-side CDN, email providers).
- Beta/Preview Features: Services explicitly labeled as experimental or under active development.
- Abuse/Overuse: API usage exceeding rate limits or fair use policies as defined in the API Terms of Use.
🔍 Data Accuracy & Correction
Aevum News maintains a rigorous fact-checking pipeline. While we strive for 100% accuracy, the following policies apply:
- Correction Protocol: Verified factual errors are corrected within 2 hours of identification, with amendment notices appended to affected articles.
- Retraction Policy: Articles found to be fundamentally flawed are retracted and marked with clear retraction notices. API responses return a
status: retractedflag. - Categorization Accuracy: Misclassified articles can be reported via the feedback tool. Corrections are applied within 4 hours during business hours.
- Metadata Integrity: Structured data (JSON-LD, schema.org) is validated against standards and corrected if validation errors are detected.
Report an SLA Incident
Experience a service disruption or data accuracy issue? Our Partner Success team is ready to assist.