Service Level Agreement
Uptime commitments, support response times, and service credits by plan.
1. Scope
This Service Level Agreement ("SLA") is entered into between you and PickPointio LLC ("PickPoint") and applies to all paid PickPoint plans (Starter, Basic, Business, Enterprise). Free trial periods are not covered. Enterprise customers may negotiate custom SLA terms as part of their agreement.
2. Uptime commitments
PickPoint commits to the following monthly uptime targets, measured as the percentage of minutes in a calendar month during which the service is available:
| Service | Monthly uptime target |
|---|---|
| Geocoding API (REST) | 99.9% |
| Routing API (REST) | 99.9% |
| Address Search API (REST) | 99.9% |
| Device Tracking (WebSocket) | 99.9% |
| Dashboard & Geo Lab | 99.9% |
Formula: Uptime % = ((total minutes in month − downtime minutes) ÷ total minutes in month) × 100
3. Downtime definition
A service is considered "down" when it is completely unavailable or returns HTTP 5xx errors at a sustained rate above 5% of all requests for five or more consecutive minutes. Elevated response latency alone does not constitute downtime unless it exceeds five times the 30-day P95 baseline for that endpoint.
Downtime is measured from the time a P1 incident is opened on API Status pageto the time it is resolved, or from verified third-party monitoring data submitted with a credit claim.
4. Exclusions
The following periods are not counted as downtime:
- Scheduled maintenance - announced at least 24 hours in advance on the API Status page; typical windows are Tuesdays 02:00–04:00 UTC with a maximum of 4 hours per month
- Client-side issues - errors caused by your application code, invalid API requests, or exhausted quotas
- Third-party failures - outages at DNS providers, internet backbone providers, Stripe, or other services outside our control
- Force majeure - natural disasters, government actions, widespread internet disruptions, or other events beyond reasonable control
- Suspended accounts - accounts suspended for non-payment or terms violations are not eligible for credits during the suspension period
5. Service credits
If monthly uptime falls below the target, you are eligible for a service credit applied to your next invoice:
| Monthly uptime achieved | Credit as % of monthly fee |
|---|---|
| 99.0% – below target | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to the next billing cycle and are not redeemable for cash. Maximum credit in any calendar month is 50% of that month's invoice. Service credits are your sole and exclusive remedy for uptime failures under this SLA.
6. Support response times
Support is provided in English via email at support@pickpoint.ioor the live chat widget on any page.
| Plan | Severity | First response |
|---|---|---|
| Starter | Any | 2 business days |
| Basic | P1 - Critical | 8 business hours |
| P2 / P3 | 2 business days | |
| Business | P1 - Critical | 4 business hours |
| P2 - High | 1 business day | |
| P3 - Medium/Low | 3 business days | |
| Enterprise | P1 - Critical | 1 hour (24/7/365) |
| P2 - High | 4 business hours | |
| P3 - Medium/Low | 1 business day |
Severity definitions:
- P1 (Critical) - complete API unavailability or error rate >10% affecting your production environment
- P2 (High) - significant performance degradation or partial feature unavailability with no workaround
- P3 (Medium/Low) - minor issues, performance questions, feature requests, or billing inquiries
Business hours are defined as 09:00–18:00 UTC, Monday through Friday, excluding widely observed public holidays.
7. Incident notifications
P1 incidents are posted to API Status pagewithin 30 minutes of detection. Email notifications are sent to the registered account address for P1 incidents and for planned maintenance windows. You can subscribe to status notifications at the API Status page to receive real-time alerts via email or webhook.
Post-incident reports for P1 events are published within five business days of resolution, documenting root cause, timeline, and remediation steps.
8. Credit claims
To request a service credit, email support@pickpoint.iowith the subject line "SLA Credit Request" within 30 days of the incident. Your request must include:
- The affected service and time range (UTC)
- A description of the impact on your production environment
- Evidence of the outage (error logs, monitoring screenshots, or reference to the the API Status page incident)
We will respond within 10 business days with a determination. Approved credits appear on the following month's invoice.
9. Definitions
- Monthly uptime - the percentage of minutes in a calendar month during which the service meets its availability standard
- Scheduled maintenance - planned service interruptions announced at least 24 hours in advance
- Business hours - 09:00–18:00 UTC, Monday–Friday, excluding public holidays
- Monthly fee - the base subscription charge for the billing period; excludes overage fees
10. Changes to this SLA
We may update this SLA with 30 days' notice. Changes that reduce uptime commitments or credit amounts require 60 days' advance notice. Enterprise customers with custom SLAs are not affected by general SLA changes within their contract period.