The "Trader's Bill of Rights" is our version of a Service Level Agreement ("SLA") for our customers. The purpose of an SLA is to put some teeth to reliability promises - because, anyone can make promises, but if nothing happens when there is a massive outage during market hours, what good is that?
TrendSpider takes the trust of our customers very seriously. This policy exists to provide guidelines and information to customers about how TrendSpider will handle outages — but it is worthless without transparency. TrendSpider commits to post any system impacting service issues to our status website found at https://status.trendspider.com.
If the TrendSpider system experiences an unplanned downtime (not previously announced system maintenance, as defined below) for any amount of time exceeding a 0.05% buffer window (about 20 total minutes in a month), you are entitled to a credit on your TrendSpider account equal to between 10% and 75% of your monthly subscription rate as compensation for the outage. Please see our credit table for details.
White Glove Service
We strive to provide a service level unlike any other trading platform provider. During NYSE hours, will strive to answer emails and chats within minutes, and pick up phone calls within just a few rings. While we cannot promise that we won’t get overwhelmed from time to time, we strive to staff and plan to ensure this level of service at all times for all customers.
Uptime. TrendSpider defines uptime as the general availability of the TrendSpider platform in a manner in which it is usable by customers in the regular course of business. This means the system is online, loads, and functions properly. Buttons work. Charts load. Live data streams. Alerts go off. Backtests process. Scanners scan.
Downtime. TrendSpider defines downtime as a period of time from this which degrades service quality to a level where users are no longer able to use the system as normal is considered a period of downtime. Downtime percentage is calculated by taking the total number of minutes in a month and dividing it into the total number of minutes that the system was unavailable. If downtime occurs during NYSE market hours, we provide enhanced credits to customers. Credits can be used for future service renewals with TrendSpider, but are not redeemable for cash.
Scheduled Maintenance. Scheduled maintenance does not count as an outage, provided the maintenance window was posted to the Status Website 3 or more hours before the downtime occurred. Scheduled maintenance will never be scheduled during market hours unless there is an emergency reason for it. Scheduled maintenance performed in compliance with this provision is exempted from this policy and is excluded from the downtime calculation.
Credit Calculations. Each customer can receive one downtime credit per instance of downtime. To receive credit, customer must request credit from TrendSpider by contacting TrendSpider via telephone, chat or e-mail within 14 days of the outage. TrendSpider will, with sole discretion, calculate a complete credit for an entire month based on internal downtime information. The credit is calculated by taking the amount of money that the customer pays TrendSpider for service in that given month and multiplying it by the Credit Rate. For example, if you pay $120 per month for your TrendSpider Master account and the system experiences a Level 2 outage during NYSE trading hours, you are entitled to a credit of 30% (20% normal credit + 10% bonus credit) for the month. This means you will receive a credit for $36 which will then reduce your invoice the following month. Under no circumstances shall the sum of credits issued in any given month exceed the total amount of money paid for service during that same month. Yearly payments will be prorated by month by dividing the yearly total by 12 to calculate the Monthly Rate before calculating the credit.
Force Majeure. This SLA is invalidated for the current month in the event that an unplanned outage occurs that is directly the result of a force majeure event, defined as a natural disaster, large scale civil unrest, act of god, national emergency, war, or other situation that adversely affects TrendSpider's ability to provide services but is entirely outside of TrendSpider's ability to control or mitigate, and brought on due to no action of TrendSpider's own.
|Level||Monthly Total Downtime||Credit|
|-||0% to 0.05%||No credits.|
|1||0.06% to 1%||5% (10% during NYSE hours)|
|2||1% to 1.5%||10% (15% during NYSE hours)|
|3||1.6% to 2.0%||15% (20% during NYSE hours)|
|4||2.1% or more||20% (25% during NYSE hours)|
TrendSpider will use this table to calculate credits. When a credit is requested, it will be calculated for the completed month. If a credit is requested mid-month, we will wait for the month to conclude before calculating it, to ensure that any other downtime that could possibly occur that month is included in your single credit for the month, as you cannot request more than one credit per month. That said, multiple instances of downtime in a single month are extremely rare and, as of the time this webpage is written, has never happened.