SLA
Service Level Agreement
Our commitments to availability, performance, and support response times.
Uptime commitments by plan
Uptime is measured monthly as the percentage of total minutes the API returns successful responses (HTTP 2xx/3xx) to valid requests, excluding scheduled maintenance.
| Plan | Uptime SLA | Support response | Service credits |
|---|---|---|---|
| Starter | 99.5% | Email (48h response) | — |
| Pro | 99.9% | Priority email (24h response) | Included |
| Enterprise | 99.95% | Dedicated support (4h response) | Included |
Service credits
If monthly uptime falls below the SLA target for your plan, eligible customers receive credits as a percentage of that month's subscription fee. Credits are applied to future invoices and do not exceed one month's fees.
| Monthly uptime | Credit percentage |
|---|---|
| Below SLA target but above 99.0% | 10% |
| Below 99.0% but above 95.0% | 25% |
| Below 95.0% | 50% |
Scheduled maintenance
We perform scheduled maintenance during low-traffic windows (typically Sunday 02:00–06:00 UTC). Maintenance windows are announced at least 72 hours in advance via email to account holders. Scheduled maintenance is excluded from uptime calculations.
Incident communication
During unplanned outages, we post status updates within 30 minutes of detection. Post-incident reports are published within 5 business days for any outage exceeding 15 minutes. Enterprise customers receive direct notification via their designated support channel.
Performance targets
We target the following response times for API requests under normal load:
- Color search: < 200ms (P95)
- Color detail: < 100ms (P95)
- Brand/model listing: < 150ms (P95)
These are targets, not guarantees. Actual latency may vary based on query complexity and geographic location.
Claiming credits
To request a service credit, email info@mycarcolor.com within 30 days of the incident, including your account email and the dates of the affected period. Credits are issued at our discretion after verification against our monitoring data.
Scope and limitations
This SLA applies to the MCC API endpoints only. It does not cover:
- The developer dashboard or marketing website
- Third-party services (Stripe billing, authentication providers)
- Outages caused by customer-side issues (invalid API keys, rate limit abuse)
- Force majeure events
Effective date: This SLA is effective as of March 18, 2026 and applies to all active subscriptions. We may update this SLA with 30 days' notice. The most current version is always available at this URL.