This Service Level Agreement ("SLA") defines the operational commitments MyStocks Technology Ltd ("MyStocks", "we", "us") makes to authorised API Partners ("Partner", "you") accessing the MyStocks Partner API platform. This SLA is incorporated into the Partner API Terms of Service and sets the service expectations for production access, trading services, market data, payments, settlement, and partner support.

Coverage includes production API endpoints, webhook event delivery, Partner Dashboard availability, partner onboarding workflows, and settlement infrastructure. This SLA does not apply to sandbox environments, experimental preview features, or services that are explicitly identified as provided by third-party vendors outside MyStocks direct control.

Covered product classes include Stocks, Bonds, ETFs, and Funds. This SLA applies to order execution, portfolio valuation, corporate actions, settlement notifications, reporting, and custody-related workflows for these asset classes when accessed through the MyStocks Partner API.

SLA commitments begin when the Partner's production API key (prefixed pk_live_) is issued, and remain in force while the Partner maintains an active commercial relationship with MyStocks.

• Applies to production API traffic only; test and sandbox traffic is provided for evaluation and is not guaranteed.
• Availability is measured at the MyStocks API gateway and does not include upstream exchange or payment processor outages.
• Service credits are available only for covered services and do not compensate for market loss, trading P&L, or regulatory actions.
• Partners are expected to maintain secure production endpoints, monitor their own integration health, and cooperate promptly during incident response.
• B2B partner obligations include timely onboarding of sub-accounts, reconciliation of cash and securities ledgers, and participation in incident drills for mission-critical flows.

MyStocks also commits to B2B wealth platform support for portfolio aggregation, tax lot accounting, corporate action notifications, multi-currency position reporting, and end-of-day reconciliation data feeds. Core partner capabilities include account provisioning APIs, real-time portfolio valuation, performance metrics, and capital movement traceability.

For investment platforms, this SLA supports delivery of consistent portfolio data, reliable order status updates, and settlement confirmation for Stocks, Bonds, ETFs, and Funds while maintaining regulatory-grade auditability and dispute support.

MyStocks offers three partner service tiers. Tier assignment is determined at the time of partnership agreement and can be upgraded with written notice to MyStocks commercial team. Each tier defines the partner’s uptime commitment, support coverage, incident cadence, and change management privileges.

The following availability targets apply per calendar month for each covered service. Availability is measured across all production API endpoints, partner-facing workflows, and automated monitoring probes. Availability calculations exclude Scheduled Maintenance and agreed exclusions.

Operational SLAs (non-availability commitments)

All incidents are classified by severity at the time of declaration. Classification may be upgraded or downgraded as the incident evolves. The declaring party is responsible for initial classification; MyStocks engineering reserves the right to reclassify.

Response time begins when MyStocks receives a validated incident report or detects an automated alert for a covered service. Resolution time begins when MyStocks confirms incident ownership and ends when normal service is restored or a permanent workaround is in production.

Standard Tier

Professional Tier

Enterprise Tier

Resolution targets are best-effort commitments. Complex incidents involving third-party exchanges, regulators, or custodians may extend resolution timelines beyond these targets. In such cases, MyStocks will provide status updates at minimum every 30 minutes for P0 incidents and every 4 hours for P1 incidents until a mitigation plan is implemented.

If MyStocks fails to meet the Monthly Uptime % SLO for a covered service in a calendar month, the Partner may request a Service Credit. Credits are applied against the next month’s API usage invoice and are not redeemable for cash unless required by applicable law.

Credit schedule — Standard (99.5% SLO)

Credit schedule — Professional (99.9% SLO)

Credit schedule — Enterprise (99.95% SLO)

Calculation details

Service Credits are calculated using the difference between the applicable SLO and the actual Monthly Uptime %. The total credit is capped at the percentage shown in the schedule, subject to the overall monthly cap.

How to claim

Partners must submit a credit request to sla@mystocks.africa within 30 calendar days after the end of the affected month. Requests must include: incident ID(s), affected service(s), claimed downtime windows, impact summary, and any partner-side mitigation steps taken.

MyStocks will review claims against internal monitoring, partner logs, and any jointly agreed telemetry, and will confirm or adjust the credit amount within 10 Business Days of receipt.

Use the appropriate channel for the incident severity. Routing to the wrong channel may delay response and can affect SLA measurement.

Escalation path within MyStocks

L3 and L4 escalation is automatic for P0 incidents lasting more than 30 minutes without an identified mitigation path. Partners may request escalation at any time by explicitly stating "request L3 escalation" in incident communications.

Standard maintenance windows are scheduled for Saturday mornings (East Africa Time) to minimise impact on African trading hours. MyStocks targets zero-downtime deployments, but may perform brief rolling updates with service interruption not exceeding five minutes per service component.

Partners subscribed to SLA Portal notifications receive automated alerts when a maintenance window is published. Enterprise Partners receive direct email and a CSM briefing for any window affecting core trading, settlement, or payment infrastructure.

MyStocks will not schedule disruptive maintenance during declared blackout periods including local end-of-month closing and settlement cut-off windows unless an urgent security or regulatory issue requires immediate action.

All data is stored in multi-region Google Cloud Firestore with automatic point-in-time recovery and encryption at rest. Data in transit is protected by TLS 1.2+ for all partner-facing services.

Backup retention for transactional and trade data exceeds regulatory minima in Kenya (CMA), Nigeria (SEC), and South Africa (FSCA). Audit trails and access logs are maintained to support investigations and compliance review requests.

MyStocks maintains a Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) reviewed annually and tested semi-annually. These plans ensure continuity for trading, settlement, payment processing, and compliance-critical workflows.

Partners will be notified of any BCP activation within 30 minutes of the decision to activate, with updates every 30 minutes until normal operations resume. Post-incident Root Cause Analysis (RCA) is published within 5 Business Days for P0/P1 events, and within 10 Business Days for P2 events.

Partner SLA benefits are conditional on Partners meeting the following obligations. Failure to comply may reduce SLA eligibility or limit credit entitlement.

• Maintain up-to-date contact and escalation information in the Partner Portal for incident and compliance notifications.
• Respond to MyStocks escalations within 2 hours for P0/P1 incidents affecting the Partner’s production flows.
• Implement webhook endpoints that return 200 within 30 seconds and handle retries idempotently.
• Do not exceed documented API rate limits. Excessive requests and abusive patterns are excluded from Availability calculations.
• Use TLS 1.2+ and mutually agreed certificate validation for all production integrations.
• Notify MyStocks of planned volume, product, or geographic expansions that may affect throughput or risk screening.
• Keep API keys confidential and rotate compromised keys immediately. MyStocks is not liable for unauthorised usage due to Partner security failures.
• Ensure sub-account KYC, AML, and sanctions screening policies are implemented as required by applicable law.
• Test major integration changes in sandbox before deploying to production, and notify MyStocks for any change requiring coordinated release support.
• Preserve audit logs for partner-side actions that affect trading, settlement, reconciliation, or compliance reporting.

The following are excluded from SLA coverage and Availability calculations:

• Scheduled Maintenance periods notified in accordance with Section 9.
• Exchange-imposed trading halts, circuit breakers, or regulatory suspensions.
• Force majeure events including natural disasters, acts of war, pandemic disruptions, or government-mandated service suspension.
• Downtime caused by Partner misconfigurations, incorrect API usage, or failure to implement required security controls.
• Third-party payment processor outages beyond MyStocks control (Kredete, Busha, Blockradar).
• Sandbox environment — sandbox is provided as-is with no availability commitment.
• Beta, experimental, or preview features explicitly labelled as such.
• Incidents caused by Partner exceeding documented rate limits.
• API key compromise or unauthorised access resulting from Partner-side security failures.
• Market data delays attributable to the originating exchange.
• Regulatory or compliance actions by a government or supervisory authority that restrict trading or access.
• Delays in partner-side reconciliation, settlement matching, or reconciliation queries.

MyStocks may update this SLA by providing written notice to Partners at least 30 days prior to the effective date of any material change. Notices are delivered to the email address registered on the Partner account and published in the SLA portal.

Partners who do not accept an amended SLA must notify MyStocks in writing within 14 days of the notice. Continued use of the MyStocks Partner API after the effective date constitutes acceptance of the amended SLA.

This SLA is governed by the laws of Kenya. Any disputes shall first be referred to the parties' senior management for good-faith resolution within 30 days. Unresolved disputes shall be subject to arbitration in Nairobi, Kenya under the Nairobi Centre for International Arbitration (NCIA) rules.

For SLA inquiries, credit requests, or amendment objections, contact: