Service Level Agreement

1.1 Uptime Commitment

We target a 99.9% uptime for our core GEO Engine and Analytics services.

1.2 Measurement

Availability is calculated on a monthly basis, excluding scheduled maintenance.

1.3 Exclusions

• Scheduled maintenance announced 24 hours in advance
• Emergency maintenance for critical security patches
• Failures of third-party services (e.g., PayPal, Cloud Providers)
• Force Majeure events
• Issues caused by Customer's own equipment or network

2.1 UI Response Times

• Page Loads: Main analytics pages should load in under 2 seconds.
• API Latency: Core analytics APIs target sub-500ms response times.
• Audit Processing: Website audits are typically completed within 60-120 seconds.
• Analytics Interaction: UI elements should respond in under 100ms.

2.2 Service Capacity

Capacities vary by subscription tier:

• Free Tier: Limited audit frequency and slower processing.
• Basic Tier: Standard audit speeds and priority support.
• Ultra Tier: Unlimited audits and highest processing priority.

4.1 Availability Credits

If we fail to meet the 99.9% uptime commitment, you may be eligible for the following credits:

• < 99.9% Uptime: 10% service credit
• < 98% Uptime: 25% service credit
• < 95% Uptime: 100% service credit

4.2 Credit Limits

• Credits are applied to your next billing cycle
• Maximum credit is 100% of the monthly fee
• Credits must be requested within 30 days of the incident
• Only available for paid subscription accounts

We use a variety of tools to monitor our infrastructure:

• Public status page for real-time updates
• Monthly performance reports (Ultra tier)
• Proactive alerting for potential issues
• Incident post-mortems for major outages

6.1 Scheduled Maintenance

• Maintenance is typically performed during low-usage hours
• Announced at least 24 hours in advance
• Target duration: less than 2 hours
• Maximum total scheduled downtime: 4 hours per month

6.2 Emergency Maintenance

We reserve the right to perform emergency maintenance for critical security patches without prior notice.

Our services depend on several key third-party providers:

• PayPal: For subscription payments and billing
• Cloud Infrastructure: For hosting and computational power
• DNS and CDN: For global content delivery
• Email Delivery: For notifications and reports

Note: Outages caused by these third-party providers are excluded from our 99.9% uptime SLA pledge.

To request a service credit, please follow these steps:

1. Contact our billing support team via email
2. Include 'SLA Credit Request' in the subject line
3. Provide dates and times of the suspected outage
4. Wait for our team to verify the uptime data

Billing Support Email: contact@geolify.ai