Service Level Agreement

1. Target uptime

We target a monthly uptime of 99.5% for the Localpinned API, measured excluding scheduled maintenance and exclusions below. This is a target, not a contractual guarantee, and we make best-effort efforts to meet it.

2. Support response times

Our support team aims to respond to issues on a best-effort basis according to the severity of the request. Enterprise customers receive priority handling. Typical response targets are:

• Critical (API unavailable): best effort within 4 business hours
• High (major feature impaired): best effort within 1 business day
• Normal (general questions or minor issues): best effort within 2 business days

3. Credits

We do not guarantee SLA credits. Where we do offer credits, they are provided at our discretion and are limited to the value of the monthly subscription fee for the affected service. To request a credit, contact us with details of the outage.

4. Exclusions

The target uptime does not apply to outages caused by factors outside our reasonable control, including but not limited to: third-party provider failures, internet congestion, denial-of-service attacks, scheduled maintenance, or misuse of the API.

5. How to claim

To report an SLA issue or request consideration, book a meeting with the affected endpoint, time window, and any error responses. We will review and respond within 5 business days.

6. Limitations

This SLA is a statement of intent and does not create a contractual obligation. The maximum aggregate liability under this SLA, where applicable, is limited to the fees paid for the affected month.