Legal
Service Level Agreement
Last updated · Version sla-2026-06-25
1. Scope
This Service Level Agreement (SLA) describes the availability commitment and service credits for Smart Site Plan. The committed targets and credits apply to customers on the Team and Enterprise plans. Free, Personal, and Pro plans are provided on a commercially reasonable, best-effort basis without a committed target or credits. Beta and preview features are excluded. Where a signed enterprise agreement sets different service levels, that agreement controls.
2. Availability commitment
We measure availability as the percentage of each calendar month in which the core Service responds successfully, excluding the time covered by the exclusions in Section 5.
| Plan | Monthly availability target |
|---|---|
| Enterprise | 99.9% monthly |
| Team | 99.5% monthly |
| Free, Personal, and Pro | Commercially reasonable effort (no committed target) |
How we are doing right now
Informational: recorded by our own minute-cadence platform checks and shown live on the status page. The binding measurement for service credits is Section 3. Third-party data providers are tracked separately and do not count toward this figure (Section 5).
3. Measurement
- Availability is measured by external monitoring probes at a 60-second interval.
- Scheduled maintenance, announced in advance and capped at 2 hours per quarter, does not count against availability.
- Issues caused by your network, equipment, or third parties outside our control do not count against availability.
4. Service credits
If availability in a month falls below your plan's committed target, you may request a service credit applied to a future invoice, based on the actual availability that month:
| Actual monthly availability | Service credit |
|---|---|
| Below your plan's commitment but at least 99.0% | 10% of that month's fee |
| At least 95.0% but below 99.0% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Credits are capped at 50% of the affected month's fee, must be requested within 30 days of the end of the month in question, and are your sole and exclusive remedy for any failure to meet the availability target.
5. Exclusions
The targets and credits do not apply to unavailability caused by: scheduled or emergency maintenance; factors outside our reasonable control, including the events described in the force majeure section of the Terms; third-party data sources, networks, or services; your acts, omissions, equipment, or breach of the Terms or Acceptable Use Policy; suspension for non-payment or policy violation; or beta and preview features.
6. Incident response and notification
- Critical (P0 and P1) incidents receive priority handling for Team and Enterprise customers. Enterprise customers receive a first response within one hour, and Team customers within one business day, with status updates until resolution.
- We provide a post-incident review for major incidents to affected Team and Enterprise customers on request.
- We notify affected customers of a confirmed personal data breach without undue delay and within 72 hours where feasible, consistent with our Data Processing Agreement.
7. Requesting a credit
To request a service credit, contact [email protected] from the email on your account within the window above, with the dates and times of the unavailability you observed. We will validate the request against our monitoring records.