Service Level Agreement.
We guarantee 99.9 % availability of our APIs every calendar month. Critical incidents get a response within 1 hour and a fix within 4 hours during business hours. If we miss the availability target, you receive a credit of up to 30 % of that month’s fees.
§ 1Scope
This Service Level Agreement (“SLA”) applies to customers with an Enterprise contract (see our Terms of Service, § 01). It does not apply to the free Maptoolkit.org Community License, to trials or to self-hosted Maptoolkit Server installations.
The SLA is part of your agreement with Toursprung GmbH (“Maptoolkit”, “we”) together with our Terms of Service. Where your contract sets different service levels, your contract prevails.
§ 2Definitions
- API Services – the Maptoolkit APIs covered by your contract, such as vector and raster tiles, static maps, routing, geocoding and elevation.
- Unavailable – an API does not respond, or returns server errors (HTTP 5xx), during two or more consecutive 90-second intervals.
- Monthly Availability – for each API Service covered by your contract, the share of minutes in a calendar month in which it was not Unavailable, minus excluded time (§ 7); then averaged across all these API Services, each weighted equally.
- Business Hours – Monday to Friday, 09:00–18:00 Vienna time (CET/CEST), excluding Austrian public holidays.
- Response Time – the time from when an incident is detected by our monitoring or reported by you until our first qualified reply.
- Resolution Time – the time until the agreed availability is restored.
§ 3Availability
We guarantee a Monthly Availability of at least 99.9 % for the API Services, provided they are used as documented. That is a maximum of about 43 minutes of downtime in a 30-day month.
Availability is calculated across all API Services covered by your contract, whether or not you used them in that month.
§ 4Monitoring and status page
We monitor the API Services continuously with Site24x7, an independent external monitoring service, which records every outage. Current status and past incidents are published at status.maptoolkit.com. If you and we disagree about an outage, the Site24x7 measurements are the basis for calculating availability and credits.
§ 5Support and response times
For incidents that affect the availability of the API Services:
| Severity | Example | Response Time | Resolution Time |
|---|---|---|---|
| Critical | One or more APIs are completely down | 1 hour | 4 hours |
| Degraded | An API works only partly or with errors | 4 hours | 24 hours |
These times apply during Business Hours. Outside Business Hours, the clock starts at the beginning of the next business day. Response and Resolution Times are targets; missing them gives no claims beyond the credits in § 6.
How to reach us. Report incidents by phone at +43 1 2676161 or by email at buero@maptoolkit.com. Outside Business Hours, report them by email.
General questions and feature requests are handled by email and are not covered by these response times.
§ 6Service credits
If Monthly Availability falls below 99.9 %, you receive a credit on that month’s fees. For annual licenses, the monthly fee is one twelfth of the annual fee.
| Monthly Availability | Credit |
|---|---|
| 99.9 % or more | none |
| 99.0 % to below 99.9 % | 15 % |
| below 99.0 % | 30 % |
How to claim. Email us by the 15th of the following month with the dates and times of the outage. If the Site24x7 measurements confirm availability below 99.9 %, we issue the credit.
How credits work. Credits are deducted from your next invoices. They cannot be paid out in cash and expire 12 months after they are issued. Credits are capped at 30 % of the fees for the affected month and are your sole remedy for missing the availability target.
§ 7Exclusions
Downtime does not count toward Monthly Availability if it is caused by:
- force majeure;
- outages outside our reasonable control, such as a global outage of a major CDN or network provider (for example Cloudflare);
- your actions or your systems, including use that breaches your contract or our Terms of Service;
- planned maintenance that we announce to you by email at least 48 hours in advance, up to 4 hours per calendar month. We schedule it outside Business Hours where possible. Unannounced or emergency maintenance counts as downtime.
§ 8Changes
We may update this SLA. Changes that reduce the service levels apply to existing contracts only from their next renewal. The current version is always available on this page; previous versions are available on request from buero@maptoolkit.com.
§ 9Contact
Toursprung GmbH · Mariahilfer Straße 93/20, 1060 Vienna, Austria · buero@maptoolkit.com