Service Level Agreement

Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) is incorporated into and forms part of the Global Exchange Rates Terms & Conditions (“Terms”) between Memento SRL (“Memento”, “we”, “us”) and the customer (“Customer”, “you”). Capitalised terms not defined here have the meaning given in the Terms. In the event of a conflict between this SLA and the general availability or warranty disclaimers in the Terms, this SLA prevails for Customers on the Enterprise plan.

1. Scope

This SLA applies only to the paid Enterprise plan. All plans other than Enterprise (including any free trial and best-effort access) are provided without any uptime commitment and are excluded from this SLA.

2. Definitions

  • “Monthly Uptime Percentage” — for a given calendar month, total minutes in the month minus Downtime minutes, divided by total minutes in the month, expressed as a percentage.
  • “Downtime” — a period during which the API fails to return successful responses to valid, properly authenticated requests, as measured by Memento’s monitoring and reflected on the status page at status.globalexchangerates.org. Downtime excludes the events in Section 5.
  • “Service Credit” — a credit calculated under Section 4, applied against a future invoice or subscription fee.

3. Uptime Commitment

Memento will use commercially reasonable efforts to make the API available to Enterprise Customers with a Monthly Uptime Percentage of at least 99.9%.

4. Service Credits

If the Monthly Uptime Percentage for the Enterprise API falls below 99.9% in a calendar month, the affected Customer is eligible for a Service Credit as follows:

Monthly Uptime PercentageService Credit
Below 99.9% and down to 95.0%50% of the Enterprise subscription fee for the affected month
Below 95.0%100% of the Enterprise subscription fee for the affected month

For annual Enterprise subscriptions, the “subscription fee for the affected month” means one-twelfth (1/12) of the annual fee.

5. Exclusions

Downtime does not include, and no Service Credit is due for, any unavailability caused by:

  • scheduled maintenance, where Memento has given reasonable advance notice;
  • emergency maintenance reasonably required to protect the security or integrity of the service;
  • factors outside Memento’s reasonable control, including force majeure and failures of third-party infrastructure, networks, or upstream data sources (e.g. central-bank publication systems);
  • the Customer’s own acts, omissions, equipment, software, or breach of the Terms;
  • suspension or termination of the Customer’s account in accordance with the Terms.

6. Claiming a Service Credit

To claim a Service Credit, the Customer must email [email protected] within thirty (30) days of the end of the affected month, including the account identifier, the dates and times of the Downtime, and any supporting information. Memento will validate the claim against its monitoring records. Service Credits are applied against a future invoice or subscription fee and are not redeemable for cash.

7. Sole and Exclusive Remedy

The Service Credits described in this SLA are the Customer’s sole and exclusive remedy, and Memento’s entire liability, for any failure to meet the uptime commitment or for any unavailability of the service. For the avoidance of doubt, the limitation-of-liability and warranty provisions of the Terms otherwise continue to apply.

8. Changes to this SLA

Memento reserves the right to modify, add, or remove any terms of this SLA. The most recent version of this SLA will be published on this page. You agree to review this SLA from time to time, and any subsequent use of the solution will constitute your acceptance of the updated SLA.