Enterprise service level agreement
This page summarises the written SLA offered to Enterprise customers. Free and Pro plans are best-effort — see eolas.nz/terms.
API uptime
| Commitment | Detail |
|---|---|
| Target | 99.5% monthly uptime on the public API surface (api.eolas.nz) |
| Measurement | External synthetic checks against /health every 3 minutes, plus internal subsystem checks on /health/full |
| Exclusions | Scheduled maintenance (announced ≥ 48 hours ahead), customer-side network issues, force majeure, upstream agency outages that do not reflect eolas infrastructure failure |
If monthly uptime falls below 99.5%, Enterprise customers may request a service credit (typically 10% of that month's fee per full 0.5% below target, capped at 30%). Credits are applied to the next invoice — not cash refunds.
Data freshness
eolas maintains automated ETL pipelines for every live source. After each successful run we write a pipeline heartbeat to durable storage; the status page shows the last successful run per source.
| Cadence (typical) | Examples | Freshness commitment |
|---|---|---|
| Daily | RBNZ, OECD | Successful check within 2× the declared cadence |
| Weekly | Stats NZ, LINZ, most councils | Successful check within 2× the declared cadence |
| Monthly / quarterly | Treasury, some MBIE datasets | Successful check within 2× the declared cadence |
| Static / load-once | Some boundary layers | No refresh commitment — labelled static in dataset metadata |
A successful check means the pipeline ran to completion and verified upstream availability, even when the change-gate skipped a heavy re-download because data was unchanged. This is stricter than "data row changed" and matches what the heartbeat records.
Per-dataset refresh_cadence is exposed in API metadata and the Snowflake share. Enterprise contracts may add source-specific schedules or custom datasets.
Support response
| Severity | Definition | Initial response |
|---|---|---|
| P1 | API unavailable or widespread data access failure | 4 business hours |
| P2 | Degraded performance, single-source freshness breach, incorrect values | 1 business day |
| P3 | Questions, feature requests, non-urgent data issues | 3 business days |
Business hours: Mon–Fri, 09:00–17:00 NZST, excluding NZ public holidays. P1 contact: the dedicated support channel agreed in your order form.
Observability
- Live status: eolas.nz/status — subsystem health and per-source pipeline freshness (refreshes every minute).
- Changelog: eolas.nz/data/changelog — dataset-level ingest events.
- Security posture: eolas.nz/security — residency, subprocessors, breach notification.
Contract
Enterprise SLAs are incorporated into the signed order form or MSA. This page is a plain-language summary; the contract prevails if anything differs.
For SLA-backed access, contact us.