Service Level Agreement

Uptime Commitment

We target 99.9% monthly uptime for all API services on Pro and Enterprise plans. Free and Basic plans target 99.5% uptime.

Uptime is measured from our infrastructure perspective as the percentage of 5-minute intervals during which all API services are available and responsive.

Our infrastructure is designed for continuous availability:

• Blue-green deployments — every service update is deployed to a standby slot, health-checked, and traffic is switched over with zero downtime. If the new version fails health checks, the previous version remains active.
• Load balancing — NGINX distributes requests across multiple instances of each service using round-robin with automatic failover. Unhealthy instances are removed from rotation after 3 consecutive failures.
• Horizontal scaling — additional service instances can be brought online to maintain performance during traffic spikes. Each stateless service runs independently and can be scaled without coordination.
• Health monitoring — all services expose health endpoints checked every 30 seconds. Degraded services trigger automatic alerts and failover to healthy instances.

Response Time

API responses within 500ms for 95% of requests (p95). Individual service targets may vary:

• Security services (email, phone, IP checks): < 100ms
• DNS and network services: < 200ms
• Content services (screenshots, URL metadata): < 500ms
• Developer tools and processors: < 300ms

Rate Limits

Rate limits are enforced per plan tier. Exceeding limits returns HTTP 429 with a Retry-After header. See the Pricing page for tier-specific limits.

Incident Response

• Critical incidents (full outage): Response within 15 minutes
• Degraded performance: Response within 1 hour
• Non-critical issues: Response within 4 hours

Maintenance Windows

Scheduled maintenance is performed during low-traffic periods (Sundays 02:00-06:00 EST) with 72 hours advance notice via the Status page and email.

Data Retention

• Free/Basic plans: API request logs retained for 30 days
• Pro/Enterprise plans: API request logs retained for 90 days
• All plans: Aggregated metrics retained indefinitely

SLA Exclusions

This SLA does not cover:

• Scheduled maintenance (with advance notice)
• Force majeure events (natural disasters, war, government action)
• Customer-caused issues (misconfiguration, abuse, quota overages)
• Beta or preview features (clearly marked as such)
• Issues caused by third-party services or network providers
• Service disruptions resulting from abuse, illegal activity, or violation of the Terms of Service by any user, including account suspension or termination carried out in response to such activity

Orovai assumes no liability for any damages, losses, or service disruptions arising from the misuse or abuse of the Services by any user. Users who engage in prohibited activity as defined in the Terms of Service bear sole responsibility for all resulting consequences.