Keelie Support and Availability Policy
Last updated: 4 September 2026
This policy describes the support and availability Apiable Oy ("Apiable") provides for Keelie. It applies where a written agreement between Apiable and the customer incorporates this policy by reference.
1. What is covered, and what is not
Apiable operates two endpoints for Keelie: the token endpoint, which issues credentials, and the usage-ingest endpoint, which receives batched usage events. The availability commitment below covers those.
Apiable is not in the request path. The Keelie component runs on the customer's own infrastructure and verifies tokens locally. Apiable does not proxy customer API traffic and is not called per request. The customer's own API availability is the customer's, and an Apiable outage does not take it down.
The one qualification, stated here rather than discovered later. Issued tokens are short-lived. During an Apiable outage a Consumer holding a valid token continues to work until that token expires, and cannot then mint a new one until service returns. The token lifetime is set by the customer's plan. A longer lifetime buys longer outage tolerance and costs revocation speed, and the customer chooses where to sit on that.
2. Availability
99.5% monthly uptime on the Apiable-operated endpoints, measured per calendar month, excluding announced maintenance.
99.5% is approximately 3 hours 39 minutes a month.
3. Remedy when it is missed
- Where fees are payable, a credit of 10% of that month's fee for each full 0.5% below 99.5%, capped at 50% of the month's fee, applied against the following month.
- Where no fees are payable, there is no financial remedy.
4. Severity levels
| Level | Definition |
|---|---|
| 1, Critical | Renders the service completely inoperative, or makes use of material features impossible with no alternative available |
| 2, High | High impact to key portions of the service, or seriously impairs use of material functions and cannot reasonably be worked around without significant time or effort |
| 3, Medium | Medium to low impact, and the customer can still access and use some functionality |
| 4, Low | Low to no impact on access and use |
5. Response targets
| Severity | Response target |
|---|---|
| 1, Critical | 4 business hours |
| 2, High | 1 business day |
| 3, Medium | 2 business days |
| 4, Low | 4 business days |
Business hours: 08:00 to 20:00 Helsinki time (EET/EEST), Monday to Friday, excluding Finnish public holidays. Support is reached at support@apiable.io. Where a case is raised outside these hours, the response clock starts when the window next opens.
Extended availability, stated as practice and not committed. Apiable is generally reachable from 08:00 to 22:00 Helsinki time, including at weekends, and Severity 1 cases raised outside the committed window are usually acknowledged sooner. This describes current practice, is provided for information, and is not a service commitment.
These are response targets, not resolution targets.
6. What a customer must do
Designate a primary contact, state the severity when raising a case, identify the account, give enough detail to reproduce, and confirm the issue is not on their own side first. Where no severity is stated, a case defaults to Severity 4.