Document
MyStocks Partner API SLA v2.1
Effective
01 January 2025
Revised
01 May 2026
Owner
MyStocks Technology Ltd
1. Overview & Scope
This Service Level Agreement ("SLA") governs the operational commitments MyStocks Technology Ltd ("MyStocks", "we", "us") makes to authorised API Partners ("Partner", "you") accessing the MyStocks Partner API platform. This SLA forms part of and is subject to the Partner API Terms of Service executed between the parties.
This SLA covers all production API endpoints, webhooks, the Partner Dashboard, and the settlement infrastructure supporting the MyStocks Partner API. It does not apply to the sandbox environment, beta features explicitly labelled as such, or any third-party services outside MyStocks direct control.
SLA commitments are effective from the date the Partner's production API key (prefixed pk_live_) is issued and remain in force for the duration of the active Partner relationship.
2. Definitions
| Term | Definition |
|---|---|
| Availability | Percentage of time in a calendar month that the API returns a non-5xx response for valid requests, excluding Scheduled Maintenance. |
| Downtime | A period of 5+ consecutive minutes during which Availability falls below the applicable SLO threshold. |
| Incident | Any unplanned service degradation or outage affecting Partner API functionality. |
| Scheduled Maintenance | Pre-announced maintenance periods notified ≥72h in advance, excluded from Availability calculations. |
| Settlement Window | The business-day period between order execution and custody allocation completion. |
| Monthly Uptime % | (Total minutes − Downtime minutes) ÷ Total minutes × 100. |
| Credit | A proportional reduction applied against the next month's API usage invoice, as described in Section 7. |
| Business Day | Monday–Friday, excluding gazetted public holidays in Kenya (MyStocks primary jurisdiction). |
| P0 / P1 / P2 / P3 | Incident severity levels defined in Section 5. |
| CSM | Customer Success Manager — dedicated to Enterprise Partners. |
| RTO | Recovery Time Objective — the target duration to restore service after an incident is declared. |
| RPO | Recovery Point Objective — the maximum acceptable data loss window in a disaster scenario. |
3. Service Tiers
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.
Startups, developers, research platforms
Fintechs, neobanks, wealth apps
Banks, regulated institutions, high-volume
4. Service Level Objectives
The following availability targets apply per calendar month for each covered service. Availability is measured across all API regions and computed from automated monitoring probes.
| Service | Standard | Professional | Enterprise |
|---|---|---|---|
| Trading API (orders, portfolio) | 99.5% | 99.9% | 99.95% |
| Market Data API (prices, stocks) | 99.5% | 99.9% | 99.95% |
| Payment Rails (deposits, withdrawals) | 99.0% | 99.5% | 99.9% |
| Webhooks (event delivery) | 99.0% | 99.5% | 99.9% |
| Settlement Engine | 99.5% | 99.9% | 99.95% |
| Partner Dashboard | 99.0% | 99.5% | 99.9% |
Operational SLAs (non-availability commitments)
| Metric | Standard | Professional | Enterprise |
|---|---|---|---|
| API median response time (p50) | <800ms | <500ms | <300ms |
| API 99th percentile response time (p99) | <3s | <2s | <1s |
| Trade order acknowledgement | <2s | <1s | <500ms |
| Deposit credit (after on-chain / bank confirmation) | ≤4h | ≤2h | ≤1h |
| Withdrawal initiation (after approval) | ≤1 Business Day | ≤4h | ≤2h |
| Dividend distribution (after MyStocks receipt) | ≤2 Business Days | ≤1 Business Day | ≤1 Business Day |
| Webhook delivery (p95) | ≤30s | ≤10s | ≤5s |
| Webhook retry window | 24h | 48h | 72h |
| Settlement confirmation (equity, NSE/NGX) | ≤T+3 | ≤T+3 | ≤T+2 (priority) |
| Bond settlement | ≤T+5 | ≤T+5 | ≤T+3 (priority) |
5. Incident Classification
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.
| Severity | Definition | Examples | User Impact |
|---|---|---|---|
| P0 | Complete service outage. Core API is unreachable or returning errors for all requests. | API returning 5xx for all endpoints; exchange connectivity lost; payment rails fully down | All Partners unable to operate. Trading halted. |
| P1 | Critical degradation. Core functionality severely impaired for a significant subset of partners. | Order submission failing; market data delayed >30min; webhook delivery stopped; settlement stalled | Most partners affected. Core flows broken for subset. |
| P2 | Partial degradation. Non-critical or non-core functionality impaired. Workarounds available. | Specific exchange data unavailable; report endpoints slow; sandbox environment down | Some partners see errors. Core trading unaffected. |
| P3 | Minor issue or service inquiry. No material impact on operations. | Documentation error; cosmetic UI bug on dashboard; delayed non-critical notification | Minimal impact. No trading disruption. |
6. Response & Resolution SLAs
Response time is measured from the moment MyStocks acknowledges receipt of an incident report (automated page, partner ticket, or internal alert — whichever is first). Resolution time is measured from acknowledgement to confirmed service restoration.
Standard Tier
| Severity | Acknowledgement | First Update | Resolution Target |
|---|---|---|---|
| P0 | 30 minutes | 2 hours | 8 hours |
| P1 | 2 hours | 4 hours | 24 hours |
| P2 | 8 hours | 24 hours | 72 hours |
| P3 | 24 hours | 48 hours | 10 Business Days |
Professional Tier
| Severity | Acknowledgement | First Update | Resolution Target |
|---|---|---|---|
| P0 | 15 minutes | 1 hour | 4 hours |
| P1 | 30 minutes | 2 hours | 12 hours |
| P2 | 4 hours | 8 hours | 48 hours |
| P3 | 8 hours | 24 hours | 5 Business Days |
Enterprise Tier
| Severity | Acknowledgement | First Update | Resolution Target |
|---|---|---|---|
| P0 | 5 minutes | 30 minutes | 2 hours |
| P1 | 15 minutes | 1 hour | 6 hours |
| P2 | 1 hour | 4 hours | 24 hours |
| P3 | 4 hours | 8 hours | 3 Business Days |
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 4 hours for P0/P1 incidents.
7. Credits & Remedies
If MyStocks fails to meet the Monthly Uptime % SLO for a covered service in a given calendar month, the Partner is eligible to request a Service Credit. Credits are applied against the following month's API invoice and are not redeemable for cash.
Credit schedule — Standard (99.5% SLO)
| Monthly Uptime Achieved | Credit (% of that month's API fee) |
|---|---|
| 99.0% – 99.49% | 5% |
| 95.0% – 98.99% | 15% |
| < 95.0% | 25% |
Credit schedule — Professional (99.9% SLO)
| Monthly Uptime Achieved | Credit (% of that month's API fee) |
|---|---|
| 99.5% – 99.89% | 10% |
| 99.0% – 99.49% | 25% |
| < 99.0% | 50% |
Credit schedule — Enterprise (99.95% SLO)
| Monthly Uptime Achieved | Credit (% of that month's API fee) |
|---|---|
| 99.9% – 99.94% | 15% |
| 99.5% – 99.89% | 30% |
| < 99.5% | 50% + CSM escalation review |
How to claim
Partners must submit a credit request to sla@mystocks.africa within 30 calendar days of the end of the affected month. Requests must include: the incident ID(s), the affected service(s), the claimed downtime window(s), and the Partner's estimated impact. MyStocks will validate the claim against internal monitoring data and confirm or adjust within 10 Business Days.
8. Escalation Matrix
Use the appropriate channel for the incident severity. Routing to the wrong channel delays response.
| Severity | Tier | Primary Channel | Contact / Queue | Hours |
|---|---|---|---|---|
| P0 | All | Emergency Hotline | +254 700 000 000 | 24/7 |
| P1 | Enterprise | Dedicated CSM | CSM direct line (onboarding email) | 24/7 |
| P1 | Professional | WhatsApp + Email | +254 700 000 001 · sla@mystocks.africa | Extended (06:00–22:00 EAT) |
| P1 | Standard | sla@mystocks.africa | Business hours | |
| P2 | All | support@mystocks.africa | Business hours | |
| P3 | All | Partner Portal / Email | support@mystocks.africa | Business hours |
Escalation path within MyStocks
L3 and L4 escalation is automatic for P0 incidents lasting more than 30 minutes without a mitigation path identified. Partners may request escalation at any time by explicitly stating "request L3 escalation" in their incident communication.
9. Maintenance Windows
| Type | Advance Notice | Typical Window | Notification Channel |
|---|---|---|---|
| Standard Maintenance | ≥72 hours | Saturday 01:00–05:00 EAT | SLA Portal + Email |
| Emergency Patch | ≥2 hours (where possible) | Any time, <30min target | SLA Portal + Email + WhatsApp (Pro/Ent) |
| Exchange-Driven Downtime | Best-effort | Varies per exchange | SLA Portal |
| Major Infrastructure Upgrade | ≥14 days | Saturday 00:00–08:00 EAT | SLA Portal + Email + Dedicated comms |
Standard maintenance windows are scheduled for Saturday mornings (East Africa Time) to minimise impact on African trading hours. MyStocks targets zero-downtime deployments but reserves the right to take brief rolling outages (≤5 minutes per service) during maintenance windows.
Partners subscribed to SLA Portal notifications receive automated alerts when a maintenance window is published. Enterprise Partners receive a direct communication from their CSM for any window affecting core trading infrastructure.
10. Data Retention & Recovery
| Data Type | Retention Period | Backup Frequency | RPO |
|---|---|---|---|
| Transaction records | 7 years (regulatory) | Continuous (WAL) | <1 minute |
| Order & trade history | 7 years (regulatory) | Continuous (WAL) | <1 minute |
| User & sub-account data | Duration + 5 years | Hourly snapshots | <1 hour |
| Market data (OHLCV) | 10 years | Daily snapshots | <24 hours |
| Webhook delivery logs | 90 days | Daily snapshots | <24 hours |
| API access logs | 1 year | Daily snapshots | <24 hours |
| Partner API keys (hashed) | Duration of partnership | Continuous | <1 minute |
All data is stored in multi-region Firestore (Google Cloud) with automatic point-in-time recovery enabled. Backup retention for transactional data exceeds regulatory minimums under CMA (Kenya), SEC (Nigeria), and FSCA (South Africa) requirements.
11. Business Continuity
MyStocks maintains a Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) reviewed annually and tested semi-annually. Key commitments:
| Scenario | RTO | RPO | Notes |
|---|---|---|---|
| Single region failure | < 30 minutes | < 1 minute | Automatic failover to secondary region |
| Multi-region failure | < 4 hours | < 1 hour | Manual DR activation, status updates every 30min |
| Exchange connectivity loss | < 1 hour | N/A | Orders queued and replayed on reconnection |
| Payment rail failure | < 2 hours | < 1 minute | Failover to alternate payment processor |
| Key-person dependency | < 2 hours | N/A | On-call rotation, documented runbooks |
| Cybersecurity incident | < 2 hours | < 1 hour | IR playbook activated, regulators notified per law |
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) will be published within 5 Business Days for P0/P1 events.
12. Partner Obligations
Partner SLA benefits are conditional on Partners meeting the following obligations. Breach of these obligations may limit or forfeit SLA credit eligibility.
- Maintain up-to-date contact information in the partner portal for incident notifications.
- Respond to MyStocks escalations within 2 hours for P0/P1 incidents affecting the Partner's sub-accounts.
- Implement webhook endpoints that return 200 within 30 seconds; handle retries idempotently.
- Do not exceed API rate limits (documented in API docs). Excessive requests may trigger temporary throttling that is excluded from Availability calculations.
- Report suspected incidents to support within 15 minutes of observation; do not attempt to route around degraded services without first notifying MyStocks.
- Keep API keys secure. Key compromise and subsequent unauthorised usage is not covered by this SLA.
- Ensure sub-accounts pass KYC before investment API calls; MyStocks is not liable for delays caused by KYC failures.
- Maintain compliance with all applicable regulations in the Partner's operating jurisdictions.
13. Exclusions & Limitations
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.
14. Amendments & Notices
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:
SLA & Credits
sla@mystocks.africa
General Support
support@mystocks.africa
Legal / Compliance
legal@mystocks.africa