Service Level Agreement

MRC Data API — MEACHEAL Research Center — Effective April 7, 2026

1. Scope

This Service Level Agreement ("SLA") applies to the MRC Data API provided by MEACHEAL Research Center at https://api.meacheal.ai. It defines the service commitments for availability, performance, support, and data freshness. This SLA applies to all paid tiers (Pro and Enterprise). Free and Demo tier users receive best-effort service without SLA guarantees.

2. Uptime Commitment

We commit to a monthly uptime of 99.5% for the MRC Data API, measured as the percentage of total minutes in a calendar month during which the API is available and responding to valid requests.

Uptime is calculated as:

Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100

A minute is counted as downtime if more than 5% of valid API requests during that minute result in server errors (HTTP 5xx) or timeouts (no response within 30 seconds).

3. Scheduled Maintenance

Scheduled maintenance windows are necessary for database updates, security patches, and infrastructure upgrades.

Scheduled maintenance within the announced window is excluded from downtime calculations. Emergency maintenance (security patches) may occur outside the window with as much notice as possible.

4. Response Time Targets

The following response time targets apply to standard API requests under normal load conditions:

MetricTarget
p50 (median) response time< 200ms
p95 response time< 500ms
p99 response time< 1,000ms

Response time is measured from request receipt at our edge to response dispatch. Network latency between the client and our servers is not included. Cluster comparison requests involving 5+ clusters may exceed these targets.

5. Support Response Times

Support is available via email at api@meacheal.ai. Response times vary by tier and severity.

TierCritical (API down)High (functionality impaired)Normal (questions, requests)
Demo / FreeBest effortBest effortBest effort
Pro4 hours12 hours24 hours
Enterprise1 hour4 hours4 hours

Response times are measured during business hours (Mon–Fri, 09:00–18:00 CST / UTC+8), except for Critical severity on the Enterprise tier, which is 24/7.

6. Incident Communication

During service disruptions, we will communicate through the following channels:

7. Credit Policy

If we fail to meet the monthly uptime commitment, eligible paid-tier customers may request service credits according to the following schedule:

Monthly UptimeCredit (% of monthly fee)
99.0% – 99.4%10%
95.0% – 98.9%25%
Below 95.0%50%

To request a credit, email api@meacheal.ai within 30 days of the affected month. Credits are applied to future invoices and are not redeemable for cash. The maximum credit for any month is 50% of that month's fee.

8. Data Freshness

The supply chain data served by the MRC Data API is updated on the following schedule:

The /v1/stats endpoint returns the last_updated timestamp for the database. Major data updates are communicated via email to all registered users.

9. Exclusions

This SLA does not apply to service issues caused by:

10. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated at least 30 days in advance via email to paid-tier customers. The current version is always available at this URL. Continued use of the API after changes take effect constitutes acceptance of the updated SLA.

11. Contact

For SLA-related inquiries, credit requests, or to report an incident:

MEACHEAL Research Center — MRC Data API — api.meacheal.ai