The Drug API, Drug Products API, Drug Name Search API, and Drug-Drug Interaction API (collectively, the “Drug Information APIs”, individually, a “DrugBank API”) will be available for paid subscribers 99.9% of the time every month. If OMx does not meet this guarantee, you will be eligible to receive a Service Credit as described below.

Defining unavailability

A DrugBank API will be considered unavailable when it is inaccessible during two or more consecutive 90-second intervals. If a DrugBank API is accessible in some regions but not others, availability for the DrugBank API for the relevant time period will be calculated as the fraction of your DrugBank API requests that are failing worldwide.

Uptime in a month will be calculated across Drug Information APIs based on the uptime of each DrugBank API you use during the month, weighted by the fraction of all your Drug Information API requests accounted for by each DrugBank API during that month. For purposes of this guarantee, a "month" means a calendar month.

Service credits

Service credits are calculated as a percentage of the total charges you owe us for the Services (as defined in the Terms of Service) each month, or your annual fee divided by 12, as follows:

Total Available Uptime (across all APIs) per month Credit Amount
100% - 99.9% 0%
99.89% - 99% 10%
Less than 99% 25%

To receive a credit, you must contact OMx within 30 days following the end of the unavailability via email at and include the dates and times of unavailability. If we confirm that the uptime percentage in a month covered by your request is below 99.9%, we will issue you the service credit. Service credit is added to the end of your term for the Services, and cannot be exchanged for, or converted to, monetary compensation. The maximum service credit that we will issue for downtime in a month is 25% of the fees you otherwise owe us for that month.

This Service Level Agreement is your sole and exclusive remedy (and our sole liability) for unavailability of the Services.


A period of unavailability is excluded from the service level guarantee, and will not count towards unavailability calculations for purposes of service credits, if:

  • the unavailability is due to scheduled maintenance, provided we notify you at least 5 days in advance;
  • you are in breach of our Terms of Service, or your services agreement with us, as applicable (including your payment obligations to us), or the unavailability is otherwise due to your actions;
  • the unavailability is caused by factors outside of our reasonable control, including a force majeure event; internet access problems; blocking, filtering, or censorship of our services by a government or other third party; or other problems beyond our services.