Each of our APIs has a service level which defines how available it is and how quickly we fix issues.
The service level does not cover API response times.
The service level applies to the production environment only, not to our test environments. APIs with an API status of alpha or retired are not available in production and thus do not have a service level defined.
Whilst we expect to meet these service levels, they are not guaranteed, and we will not be liable to you if we do not meet them.
The service levels are as follows:
Characteristic |
Bronze |
Silver /
Silver Plus*
|
Gold |
Platinum /
Platinum Plus |
Operational hours |
8am to 6pm
Monday to Friday
excluding
Bank Holidays** |
24x7x365 |
24x7x365 |
24x7x365 |
Supported hours |
8am to 6pm
Monday to Friday
excluding
Bank Holidays |
8am to 6pm
Monday to Friday
excluding
Bank Holidays |
24x7x365 |
24x7x365 |
Availability
(in supported hours) |
98% |
99.50% |
99.90% |
99.90% (Platinum)
99.99% (Platinum Plus)
|
Incident resolution times (in supported hours) |
Severity 1 |
8 hours |
4 hours |
4 hours |
2 hours |
Severity 2 |
16 hours |
8 hours |
8 hours |
4 hours |
Severity 3 |
40 hours |
20 hours |
10 hours |
8 hours |
Severity 4 |
120 hours |
80 hours |
50 hours |
30 hours |
Severity 5 |
240 hours |
200 hours |
140 hours |
100 hours |
* Silver Plus we respond to severity 1 and severity 2 incidents outside of business hours (8am to 6pm Monday to Friday excluding Bank Holidays).
** Bronze operational hours are an expected minimum, with many APIs being available outside of business hours.
To find out the service level for a given API, see the API specification in our API catalogue.