This SLA applies to paid accounts. It doesn’t apply during early access, while we support demo accounts only.
What we measure
We measure two things separately, because they fail separately.
- API availability. The share of minutes in a calendar month in which the public API answered our external probes, in each region, with a non-5xx response.
- Account serving time. For each deployed account, the share of minutes in which its health was
healthyorstaleas our health monitor measured it.
Both are published on the status page. We don’t count a minute as available when we have no evidence for it: a missing measurement counts against us.
Targets
| Monthly target | |
|---|---|
| API availability | 99.9% |
| Account serving time, dedicated tier | 99.5% |
| Account serving time, shared tier | 99.0% |
Service credits
If we miss a target in a calendar month, you get a credit against your next charge, as a share of that month’s fee for the affected accounts:
| Measured | Credit |
|---|---|
| Below target, at or above 99.0% | 10% |
| Below 99.0%, at or above 95.0% | 25% |
| Below 95.0% | 50% |
Claim credits within 30 days of the month’s end by email, with the account ids. Credits are your only remedy for missing a target.
What doesn’t count against us
- The broker. Minutes when the terminal is connected but the broker has stopped sending prices
(health
stale), or when the broker refuses logins or connections. We still report these truthfully; they just aren’t our downtime. - Your credentials. A changed or wrong password, a disabled account, or a broker OTP prompt.
- Scheduled maintenance announced on the status page at least 48 hours ahead, up to 4 hours a month, outside major market sessions where we can.
- MetaQuotes updates that force a terminal restart, up to 15 minutes per update per account.
- Your use outside the acceptable use policy or published rate limits.
Order outcomes
This SLA covers availability, not trading results. When a broker connection drops mid-order and we
can’t prove what happened, we report the outcome as unknown. We never report success or
rejection without evidence. See Errors.