Service Level Agreement
Last updated: 20 July 2026 (v1.2) · Effective date: 29 June 2026
Operated by N.S. IT SERVICES PTY LTD (ABN 75 122 740 121 / ACN 122 740 121)
Baseline note: NavScope has been in active operation since its General Availability launch. Independent automated SLA baseline measurement is in progress. Enterprise SLA commitments in B2B contracts are confirmed after a 30-day baseline measurement demonstrates compliance with the committed percentage. Until confirmed, the targets on this page are our published commitments — not independently verified historical results.
Scope: This SLA applies to paid subscriptions only. Free Tier access is provided without any availability commitment. Service credits are the sole remedy for SLA breaches, except where AU ACL consumer rights apply.
Uptime Targets by Tier
* Conditional Clause — Upstream Exchange Data Flow
NavScope’s 99.95% uptime commitment applies to the NavScope platform (web application, API, MCP server, and webhook delivery infrastructure). NavScope aggregates data from contributing third-party exchanges. Failures, rate-limiting, or outages on contributing exchange APIs that affect NavScope’s data refresh pipeline are not counted as NavScope downtime and do not trigger SLA credits. The NavScope platform remaining operational while upstream exchange APIs are degraded is not an SLA breach.
Definitions
Downtime — any period during which a Covered Component is not responding or returning HTTP 5xx errors for more than 1% of requests in a rolling 5-minute window.
Monthly Uptime Percentage — ((Total minutes − Downtime minutes) / Total minutes) × 100%, calculated per Covered Component per calendar month.
Service Credit — a credit applied to the Customer’s next USDT invoice, as a percentage of the monthly fee for the affected tier.
Planned Maintenance — downtime announced at least 48 hours in advance via the NavScope status page and email to affected Customers.
Covered Components — Platform Web (navscope.io), API endpoints, MCP Server (mcp.navscope.io), and Webhook Delivery.
Measurement Methodology
Measurement window
Rolling 30-day window (not calendar month). Calculated per Covered Component independently.
Downtime detection
A Covered Component is considered DOWN when any of the following occur:
- HTTP 5xx responses exceed 1% of requests in a rolling 5-minute window
- Load-balancer health check reports the component UNHEALTHY for 5 consecutive minutes
- Primary endpoint is TCP-unreachable for more than 3 consecutive minutes
Covered Components
| Component | Tier scope |
|---|---|
| Platform Web (navscope.io) | All paid tiers |
| API endpoints (api.navscope.io) | API Basic, API Pro, Exchange MCP B2B |
| MCP Server (mcp.navscope.io) | API Pro, Exchange MCP B2B |
| Webhook Delivery | API Basic, API Pro, Exchange MCP B2B |
Credit claim period
Rolling 30-day uptime is calculated at month-end. Credit claims must be submitted within 30 calendar days of month-end.
Service Credit Schedule
Applies to all paid subscriptions (Consumer Pro, API Basic, API Pro, Token Issuer Subscription, Exchange MCP B2B). Single unified target: 99.95% monthly uptime.
| Monthly Uptime Achieved | Service Credit |
|---|---|
| ≥ 99.95% | 0% (within SLA) |
| 99.0% – 99.94% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| 90.0% – 94.99% | 50% of monthly fee |
| < 90.0% | 100% (full month credit) or per B2B Order Form for Exchange MCP B2B |
Exchange MCP B2B — Additional SLA breach commitments
In addition to service credits, Exchange MCP B2B SLA breaches trigger:
- PM briefing within 24 hours of breach detection — email notification to your designated contact
- Root-cause analysis (RCA) document delivered within 5 Working Days of breach resolution — covers timeline, root cause, fix deployed, and recurrence prevention steps
- B2B Order Form — Enterprise customers may negotiate custom SLA targets, credits, and RCA timelines. Order Form terms prevail over this schedule.
Planned Maintenance for Exchange MCP B2B subscribers requires a minimum 72 hours advance notice (all other tiers: 48 hours).
Credit Rules
- Maximum credit per month: 100% of the monthly fee for the affected tier.
- Credits are applied to your next USDT invoice. Credits are not paid in cash and are not refunds.
SLA Exclusions
The following do NOT count as Downtime for SLA credit purposes:
- Planned Maintenance — announced at least 48 hours in advance (72 hours for Exchange MCP B2B)
- Upstream exchange API failures — contributing exchange APIs that are unavailable, rate-limited, or returning degraded data; NavScope platform remaining operational during such events is not an SLA breach
- Exchange data gaps caused by exchange-side delisting, API suspension, or geographic restrictions on exchange data access
- Ethereum mainnet congestion or outage
- Cloudflare CDN/DNS disruptions
- Customer-side failures (Customer network, DNS, endpoint server)
- DDoS attacks where NavScope is actively mitigating
- Force Majeure events (per Master Terms of Service clause 16.6)
- Free Tier access
- Access suspended by NavScope for breach, fraud, or security risk
How to Claim a Service Credit
Email [email protected] with subject “SLA Credit Request — [your email] — [Month Year]”.
Include: description of the observed outage (start time, end time, affected service), and any supporting evidence (screenshots, API error logs).
Deadline: Submit within 30 calendar days of the end of the month in which the SLA breach occurred. Late requests are not eligible.
NavScope will acknowledge within 2 Working Days and respond within 10 Working Days.
API Rate Limits
| Tier | Requests / min | Requests / day | Concurrent |
|---|---|---|---|
| Free (unauthenticated) | 20 | 500 | 2 |
| API Basic | 100 | 10,000 | 5 |
| API Pro | 500 | 100,000 | 20 |
| Exchange MCP B2B | Custom | Custom | Custom |
Requests exceeding rate limits receive HTTP 429. Rate limits may be adjusted with 30 days’ notice and will not be reduced below published values during an active paid Subscription Period without your consent.
Webhook Delivery SLA
Target: 99% of events delivered to your configured endpoint within 60 seconds of the triggering event (subject to your endpoint being available and returning HTTP 2xx).
Retry policy: On non-2xx or timeout, NavScope retries up to 3 times with exponential backoff (5 min, 15 min, 60 min). After 3 failed retries, the event is marked delivery-failed.
Delivery logs: Retained for 30 days. Request extracts via [email protected] within the 30-day window.
Credit: If delivery success rate falls below 90% in a given month (excluding SLA exclusions), API Basic and API Pro subscribers are eligible for a 10% credit on their monthly API fee.
Planned Maintenance
NavScope aims to conduct planned maintenance between 02:00–06:00 AEST to minimise impact.
48-hour advance notice via the NavScope status page and email (to API Basic and API Pro subscribers). Exchange MCP B2B subscribers receive 72-hour advance notice.
Emergency maintenance (active security threat or critical infrastructure failure) may be performed without 48-hour notice. NavScope will notify Customers as soon as practicable.
Australian Consumer Law — Non-Excludable Rights
Nothing in this SLA limits any right or remedy you may have under the Australian Consumer Law (AU ACL, Schedule 2 to the Competition and Consumer Act 2010 (Cth)) that cannot be excluded by contract. If NavScope’s Platform failure constitutes a “major failure” under the AU ACL, you may be entitled to a remedy under the AU ACL regardless of this SLA’s credit schedule. Contact [email protected] or the ACCC (www.accc.gov.au) to explore your AU ACL remedies.
Contact
For SLA credit requests and service availability enquiries: [email protected]
N.S. IT SERVICES PTY LTD · ABN 75 122 740 121 · ACN 122 740 121 · Australia