Service Level Agreement (SLA)

1) Scope

These Service Level Terms apply to paid subscriptions. Free/trial access is provided as‑is with best‑effort support and no credits.

2) Availability Target (SLO)

  • Monthly Availability Target (SLO): 99.5% for production endpoints in the primary region.

  • This is a service level objective (target) rather than a strict guarantee. Credits are not automatic; see §6 for the simple credit option if you choose to enable it for certain customers.

  • Availability excludes items listed in §5.

3) Support

  • Channel: Email — support@mobilytics.ca

  • Hours: Mon–Fri, 09:00–17:00 America/Vancouver (excluding BC/Canadian stat holidays).

  • Initial Response Target: within 1 business day for paid plans.

  • Best‑effort assistance for free/trial.

4) Performance, Rate Limits & Fair Use

  • Indicative Latency Goal (non‑binding): P95 ≤ 1.5s under normal load.

  • Default Rate Limits: up to 60 requests/minute and 2 concurrent requests per API key (unless otherwise agreed in writing). Exceeding limits may yield 429 responses and is not counted as downtime.

  • We may throttle or temporarily restrict access to protect stability or prevent abuse.

5) Exclusions (Not Counted Toward Availability Target)

  • Customer‑side issues: local networks, DNS, proxies, VPNs, firewalls, client bugs, or ISP/last‑mile problems.

  • Invalid requests (4xx), authentication/authorization failures (401/403), quota/rate‑limit rejections (429).

  • Degradations/outages of upstream data providers (e.g., flight status vendors, GTFS‑RT, airline/airport feeds) and cloud hosting providers outside our reasonable control.

  • Scheduled/emergency maintenance (§7).

  • Force majeure (internet backbone failures, DDoS, natural disasters, war, regulation).

  • Beta/sandbox or deprecated endpoints.

6) Simple Credit Option (Off by Default)

By default, we operate on SLOs without credits. If explicitly enabled in an Order Form or email, the following applies for a given calendar month:

  • If Monthly Availability is < 99.0%, Customer may request a 10% service credit of that month’s fee (cap: the amount paid for that month).

  • Claims must be emailed within 30 days after month‑end with timestamps and sample request IDs.

  • Credits apply to future invoices only and are the sole and exclusive remedy for availability issues.

7) Maintenance

  • Updates and maintenance occur as needed. We aim for best‑effort 24h notice for planned changes when service impact is expected.

  • Emergency maintenance may happen without notice to protect security/stability.

8) Monitoring & Incident Communication

  • We monitor error rates and availability from our production environment.

  • In the event of a broad impact incident, we will post a brief notice and/or email impacted customers as feasibleduring Support Hours with basic status and resolution.

9) Security & Data Handling

  • Transport Security: TLS 1.2+.

  • Auth: API keys — customers must keep keys confidential and rotate on suspicion of compromise.

  • Data Minimization: Do not send PII. The Service processes flight and operational signals only.

  • Logs: May include request metadata (timestamps, path, codes, request IDs). Avoid sending secrets in payloads.

10) Backups & Recovery (Pragmatic)

  • We keep periodic snapshots of critical configuration and model artifacts on a best‑effort basis.

  • Targets (non‑binding): RPO up to 24 hours; RTO up to 12 hours for core services. These are goals, not guarantees, and do not by themselves give rise to credits.

11) Domain‑Specific Disclaimer (Accuracy)

All outputs are estimates of connection risk derived from models and third‑party data that can change rapidly (gate swaps, weather, ATC, staffing, etc.). We do not guarantee accuracy, completeness, or suitability for any single itinerary decision.

12) Customer Responsibilities

  • Protect API credentials; implement retries/backoff; handle 429/5xx correctly.

  • Respect rate limits and avoid sending PII.

  • Keep billing and contact details current.

13) Changes to These Terms

We may update these Service Level Terms. Material changes will be announced by email with 30 days’ notice for paid plans. Continued use after the effective date constitutes acceptance.

14) Liability Cap

To the maximum extent permitted by law, our aggregate liability for issues covered by these Terms is limited to the fees paid by Customer for the affected month. Credits in §6 (if enabled) are the exclusive remedy for availability issues.