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Service Level Agreement

Verisys Antivirus API

Verisys Antivirus API - Service Level Agreement

This Service Level Agreement ("SLA") applies to Verisys Antivirus API under the terms of the Verisys Antivirus API Terms of Service (the "Main Agreement") between Ionx Solutions LLP ("Ionx", "we", "us") and you ("Customer"). This SLA applies to paid Subscriptions for scanning API endpoints hosted at *.api.av.ionxsolutions.com (the "API Services").

Uptime Commitment

We aim to make the Verisys Antivirus API highly available. We guarantee that the API will be available to you 99.97% of the time in any given calendar month (the "Uptime Commitment"), as measured by our internal monitoring systems. This percentage is referred to as the "Actual Availability".

Exclusions

The Uptime Commitment does not apply to any unavailability, suspension, or termination of the API, or any other performance issues, which are caused by:

  1. Scheduled Maintenance: Routine maintenance that we notify you about at least 72 hours in advance.

  2. Reasonable Emergency Maintenance: Unplanned maintenance that we reasonably determine is necessary to protect the security, integrity, or operation of the API Services (for example to remediate an active security risk, ensure availability, or restore safe operation). We will keep such emergency actions to a minimum and use them only when necessary. While we strive to provide advance notice when possible, this exclusion applies regardless of the notice provided.

  3. Factors Beyond Our Control: General internet problems, force majeure events (such as natural disasters, war, or acts of terrorism), or any other factors outside of our reasonable control.

  4. Your Actions or Inactions: Issues resulting from your equipment, software, network connections, or any misuse of the API in a way not authorised by the Main Agreement or our documentation.

  5. Third-Party Services: Failures of third-party systems or services we rely on, such as our infrastructure providers, where the failure is verified by the third party.

Service Credits

If we fail to meet the Uptime Commitment for a calendar month, you may be eligible for a service credit ("Service Credit"). A Service Credit is a discount applied to a future invoice for the Verisys Antivirus API.

The amount of the Service Credit will be calculated as a percentage of the fees you paid for the affected API service for that entire calendar month.

Actual Availability Credit Percentage
Less than 99.97% but greater than or equal to 99.00% 10%
Less than 99.00% but greater than or equal to 98.00% 15%
Less than 98.00% but greater than or equal to 96.00% 20%
Less than 96.00% 25%

To request a Service Credit, you must:

  1. Send an email to [email protected] within 30 days of the end of the calendar month in which you believe the Uptime Commitment was not met.

  2. Include the following information in your email:

    • Your account name.

    • The dates and approximate times of the unavailability you experienced.

    • Any supporting information that documents the outage (e.g., server logs, error reports).

We reserve the right to review and validate all claims using our own internal monitoring systems. We may deny any claim that we find to be unsupported, inconsistent with our internal metrics, or which fall under the Exclusions in Section 2.

If we approve your claim, we will issue the Service Credit to your account, which will be applied to your next billing invoice. Service Credits are not cash refunds and cannot be exchanged for cash.

REVISION 1A, 17-Mar-2026