Service Level Agreement
Last updated: 6 July 2026
1. Overview
This Service Level Agreement ("SLA") is part of the terms of service between Search Ventures Pty Ltd (ACN 639906353) and users of the Service on paid subscription plans. It sets out our availability commitment and the service credits available if we do not meet it.
The free sandbox is provided on a best-effort basis with no SLA. This SLA applies only to paid plans and to live-data endpoints.
2. Availability commitment
We target 99.9% monthly uptime for the live API on paid plans.
2.1 How uptime is calculated
Monthly Uptime % = (Total Minutes in Month minus Downtime Minutes) divided by Total Minutes in Month, times 100.
- Downtime is the accumulated minutes during which the live API is unavailable.
- Unavailable means valid, authenticated API requests consistently return server errors (HTTP 5xx) or fail to respond within 10 seconds.
2.2 Measurement
Uptime is monitored from multiple locations at regular intervals. Downtime begins after several consecutive failed checks and ends after consecutive successful checks. Our current status and history are published at auo.openstatus.dev.
3. Service credits
3.1 Credit schedule
| Monthly uptime | Service credit |
|---|---|
| 99.9% or above | No credit |
| 99.0% to 99.89% | 10% of the monthly fee |
| 95.0% to 98.99% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
3.2 Credit limits
The maximum credit in any month is 50% of that month's subscription fee. Credits are applied to a future invoice, cannot be exchanged for a cash refund, and expire after 12 months if unused. Credits are not available to accounts that are not in good standing. Service credits are your sole and exclusive remedy for any failure to meet the availability commitment.
3.3 How to claim a credit
Submit a claim through the contact page within 30 days of the affected period, including your account details, the affected time periods, and any request logs showing the errors. We will respond within 5 business days, and apply any approved credit within 10 business days.
4. Exclusions
The following are not counted as downtime:
- Scheduled maintenance announced at least 48 hours in advance, up to a maximum of 4 hours per month, preferably outside Australian business hours.
- Emergency maintenance to address a security vulnerability, prevent data loss, or comply with a legal requirement, limited to 2 hours per month.
- Force majeure: natural disasters, government action, war, terrorism, civil unrest, internet backbone failures, or public health emergencies.
- Upstream and third-party issues: outages or data unavailability at the source government registers, Cloudflare outages, or DNS and connectivity failures outside our control.
- Customer-caused issues: invalid requests, exceeding your allowance, account suspension for a breach of the Terms, incorrect key usage, or errors in your own application.
- Beta or preview endpoints, free sandbox usage, and deprecated API versions after their notice period.
5. Data freshness
Source registers publish on their own cadences (for example, some ASIC datasets update weekly, DFAT updates daily, and ACNC has no live API). The Service reflects the source data as published and carries the source and the date each value was read. We do not control how often the source agencies publish, and delays at the source are not counted as downtime. Where a value is served from a cached or prior snapshot, its "as of" date reflects that.
6. Support
Support is available through the contact page and the dashboard. We aim to acknowledge paid-plan requests within one business day. Business hours are Monday to Friday, 9am to 5pm AEST, excluding Australian public holidays. Higher-touch support and faster response targets may be available on higher tiers or under an enterprise agreement.
7. Customer responsibilities
To be eligible for SLA credits, you must keep your account in good standing, use a supported API version, implement reasonable error handling and retries, respect your allowance, cache responses where appropriate, and report issues promptly with the information we need to investigate.
8. Changes to this SLA
We may update this SLA and will give at least 30 days notice of any change that reduces the service levels. Service improvements may take effect immediately.
9. Contact
To make a claim or ask about this SLA, use the contact page, or write to us at:
Search Ventures Pty Ltd
ACN 639906353
PO Box 255, Bli Bli, QLD 4560, Australia
Nothing in this SLA excludes, restricts, or modifies any rights under the Australian Consumer Law that cannot be excluded by agreement.