🌐 API Uptime, SLA & Support
IBISWorld is committed to delivering highly reliable APIs.Target Uptime: 99.5% (measured monthly)
Monitoring: All core endpoints are continuously monitored.
📜 Service Level Agreement (SLA)#
Availability Guarantee: 99.5% uptime per calendar month.
Maintenance Windows: Scheduled maintenance will be announced at least 72 hours in advance.
Technical Support:
📧 Email: clientsupport@ibisworld.com
⏱️ Hours: Monday–Friday, 9:00 AM – 6:00 PM (local office hours)
📅 Target first response within 1 business day for standard issues. Emergency Issues: If you are experiencing a critical production issue:Mark your support request as Urgent.
Include your Client Relationship Manager (CRM) in the escalation.
Target first response within 1 hour.
🚨 Incident Response Process#
IBISWorld follows a structured incident response process to minimize impact and restore service as quickly as possible.| Severity | Description | Target Response Time | Target Resolution Time |
|---|
| Critical | API fully unavailable or authentication failures affecting multiple clients | 1 hour | 4 hours |
| High | Significant degradation (e.g., elevated error rates, partial endpoint failures) | 2 hours | 8 hours |
| Moderate | Minor performance degradation or isolated issues | 1 business day | 2 business days |
1.
Detection — Continuous monitoring alerts our engineering team to anomalies in availability, error rates, and latency.
2.
Triage — The issue is assessed, classified by severity, and assigned to the appropriate team.
3.
Resolution — The team works to restore service, prioritizing stability over root cause investigation.
4.
Post-Incident Review — After resolution, we conduct an internal review to identify root causes and implement preventive measures. Findings are documented in our internal Incident Log.
📣 Incident Communication#
During a service disruption, clients are kept informed through the following channels:Client Relationship Manager (CRM): Your CRM will proactively reach out with updates during critical incidents and can provide tailored context for your integration.
Documentation Site: Significant changes and fixes are noted in our API Release Notes. A summary of what occurred and the timeline
Root cause details (where appropriate)
Steps being taken to prevent recurrence
✅ Best Practices for Clients#
Use exponential backoff when retrying requests after transient errors.
Design your integrations to handle occasional latency or downtime gracefully (e.g., caching).
Modified at 2026-02-10 00:29:08
