Service Level Agreement
Effective 15 September 2026. This SLA forms part of the Terms of Service between ALIEN SOFTWARE LLC, a Wyoming limited liability company ("Clobber") and the Customer. Capitalised terms not defined here have the meaning given in the Terms.
#1. What is covered
This SLA applies to the Clobber API and the WebSocket market data feed of a paid production environment. It does not apply to sandbox environments, to features labelled beta or preview, to the dashboard, or to the documentation site.
#2. Definitions
Downtime is a period during which an environment returns errors for, or fails to accept, all well formed requests to the order entry API, measured in one minute intervals from our monitoring and corroborated by yours. A minute counts as Downtime only if every request in it fails.
Monthly Uptime Percentage is the total minutes in a calendar month, minus Downtime minutes, divided by the total minutes in that month.
Monthly Fee is the subscription fee attributable to the affected environment for the calendar month in question, excluding overage and add-on charges.
#3. The commitment
| Plan | Monthly Uptime Percentage |
|---|---|
| Sandbox | none, and none implied |
| Basic | 99.9% |
| Pro | 99.9% |
| Pro with the standby add-on | 99.99% |
| Enterprise | as stated in the order form |
For clarity about what those numbers cost us if we miss them: 99.9% is a budget of about 43 minutes in a month, and 99.99% is about 4.4 minutes. The 99.99% commitment is available only with a hot standby already in the same state, because that is the only honest way to promise a 4.4 minute recovery.
#4. Service credits
If we miss the commitment for an environment in a calendar month, you may claim a credit against that environment's Monthly Fee.
| Monthly Uptime Percentage | Credit |
|---|---|
| Below the commitment but at least 99.0% | 10% |
| Below 99.0% but at least 95.0% | 25% |
| Below 95.0% | 50% |
Credits are applied against a future invoice, are not refundable in cash, and in aggregate may not exceed the Monthly Fee for the affected month.
To claim, email [email protected] within 30 days of the end of the affected month, with the environment, the dates and times, and your own logs or error rates for the period. We will respond within 30 days. Service credits are your sole and exclusive remedy for any failure to meet a commitment in this SLA, as section 7 of the Terms states.
#5. Exclusions
Downtime does not include unavailability caused by:
- planned maintenance announced at least 72 hours in advance on status.clobberhq.com, which we keep to a minimum: a normal deploy is a handover between warm slots, not an outage;
- emergency maintenance to address a security risk, announced as far ahead as the risk allows;
- your own act or omission, including a change you made, a credential you revoked, or traffic exceeding your plan's request capacity;
- rate limiting, request capacity enforcement, or a suspension permitted by the Terms or the Acceptable Use Policy;
- anything outside our reasonable control, including a failure of the public internet, of your network or of your provider, and events of force majeure;
- your use of a sandbox environment, a beta feature, or an unsupported client;
- a WebSocket disconnection caused by a deploy, where the feed accepts reconnection and resumes from the sequence you held.
#6. Recovery objectives
Recovery point and recovery time objectives per plan are published at clobberhq.com/reliability/, which states for each number whether it is measured on the hardware of the plan that claims it, or a target. Numbers labelled measured are contractual for the plan they appear under. Numbers labelled target are design objectives that we publish so they can be read before they are asked for, and they are not warranted until they have been measured, at which point that page and this one change together.
#7. Support
| Sandbox | Basic | Pro | Enterprise | |
|---|---|---|---|---|
| Channel | documentation | email and a shared channel | as the order form states | |
| Severity 1 response | none | 4 business hours | 2 hours, 24 hours a day | as the order form states |
| Severity 2 response | none | 1 business day | 4 business hours | as the order form states |
| Severity 3 response | none | 2 business days | 1 business day | as the order form states |
Severity 1: a production environment is unavailable, or unable to accept or match orders. Severity 2: a production environment is degraded, or a documented behaviour is materially wrong, with no workaround. Severity 3: everything else, including questions, and problems with a workaround.
Response times are to a first substantive human response, not to resolution. Business hours are 09:00 to 18:00 United States Eastern time, Monday to Friday, excluding public holidays. Support covers the Service; it does not cover the design of your markets, your application code, or your regulatory questions.
#8. Status and incidents
Current and historical availability is published at status.clobberhq.com. Incidents affecting a production environment are posted there and updated until resolved, and affected customers receive a written summary once the cause is understood.
#9. Changes
We may update this SLA on the notice terms in section 15 of the Terms. We will not reduce a commitment during a committed term, and a reduction takes effect for monthly plans at the next renewal.
Questions: [email protected]