Service Level Agreement

1. Scope

This SLA applies to customers on the Broker and Enterprise plans of the run.forex service, operated by Run Forex Group. Trader and Pro plans are provided on an "as available" basis without a contractual availability commitment.

2. Availability commitment

Availability targets for Broker and Enterprise plans are agreed in your order form or contract. We publish measured availability on our status page as measurement history accumulates; we do not advertise an availability figure we have not measured over a full reporting period.

3. What counts as downtime

Downtime means the API is unreachable, or returns server errors for substantially all requests, for a sustained period, as measured by our monitoring. The following are excluded: scheduled maintenance announced in advance; failures of upstream exchanges, venues or liquidity providers; issues caused by your own network, code or credentials; suspension for breach of the Terms of Service; and force majeure.

4. Market data caveat

Market data originates from third parties. Gaps, delays or corrections at an upstream source are not downtime of the Service, though we will report them on the status page where they materially affect coverage. Closed markets legitimately produce no updates: the API signals this explicitly through market_open andsession_state.

5. Support response targets

Trader and Pro: email support, best-effort response. Broker: priority support with agreed response targets during business hours. Enterprise: dedicated contact and response targets defined in contract, including out-of-hours escalation where agreed.

6. Service credits

Where a contractual availability target applies and is not met in a calendar month, you may request a service credit against the following invoice. Credits are the sole and exclusive remedy for failure to meet availability targets. Requests must be made within 30 days of the end of the affected month, to [email protected].

7. Maintenance

Planned maintenance is announced in advance on the status page. We aim to schedule it outside major market hours where possible.

8. Contact

Run Forex Group — [email protected]