Service Levels
Summary
- Availability target
- ~99.5% a month~3.6 hours of downtime
- Concurrent requests
- 4 per API key (1 until your first top-up), more on request
- Support
- support@mallardai.co.uk
- Support hours
- Monday to Friday, 9am to 5pm UK time, except bank holidays in England
- First reply
- Within one working day
- Security and abuse reports
- report@mallardai.co.uk
Definitions
- Availability
- The share of each calendar month without downtime.
- Downtime
- Any 5 minutes or more in which valid requests within your API key's limit get a server error, a 429 or no answer. Planned maintenance announced by email at least 2 days ahead is excluded.
- Concurrent requests
- Requests an API key has running at once. One over the limit gets a 429 with
Retry-After: 30.
Reliability
- Capacity
- When the server is busy or down, the API holds a request for up to 5 minutes while capacity comes free, then answers 503, so your client can retry or fail over.
- Recovery
- After a crash, the API recovers automatically in about 3 minutes.
- Status
- Checked every 5 minutes, on our status page.
Notice periods
| Change | Email notice |
|---|---|
| Model withdrawal | 30 days |
| Price change | 30 days |
| Material change to the terms | 30 days |
| New provider or place handling request content | 30 days |
| API closure | 30 days |
A model can be withdrawn sooner only where its licence, a security issue or the law requires it.