Service Level Agreement (SLA)

1. Scope

This Service Level Agreement ("SLA") applies to paid subscribers of the backspacegeo platform and sets out our availability commitment, support response times and remedies (service credits). It forms part of the User Agreement and prevails in case of conflict. Free trials and free tools are excluded from the credit terms.

2. Availability commitment

We commit that core services (login, starting and viewing monitoring tasks, content generation and approval, report viewing and export) reach at least 99.5% monthly availability, calculated as (total monthly hours − unavailable hours) / total monthly hours. The open-platform API is measured separately with a 99.0% commitment.

3. Exclusions from unavailability

(1) Planned maintenance (notified 24 hours ahead, up to 4 hours per month); (2) force majeure (natural disasters, war, government acts, major carrier outages); (3) third-party failures (official AI engine APIs, model providers, payment institutions) — though we remain responsible for identification, notice and fallbacks (such as switching to backup engines); (4) causes on the Customer's side (network, devices, misoperation, restrictions from account violations).

4. Support response times

By service tier (matching plan levels): P1 critical (service down / data risk) — 2-hour response in business hours, accepted 24×7; P2 major (core feature failure) — 4-hour response in business hours; P3 general (usage questions) — 1 business day; P4 requests — 3 business days. Enterprise and strategic customisation tiers may agree dedicated channels and shorter times in contract.

5. Incident notification and updates

For P1 incidents we notify via in-app message, email or customer group within 1 hour of confirmation; we update at least every 4 hours during handling; and we deliver an incident report (root cause, impact, remediation) within 5 business days of recovery.

6. Service credits (remedy)

If monthly availability falls short, the Customer may claim service credits: availability 99.0%–99.5% (exclusive) — 5% of monthly fee; 95.0%–99.0% (exclusive) — 10%; below 95.0% — 20%. Credits are issued as service extension or fee offset, not cash. Claims within 30 days of the incident via ticket; we verify within 15 business days. Service credits are the sole remedy under this SLA.

7. Customer cooperation

The Customer reports incidents promptly, provides reproduction details and cooperates in diagnosis; delays caused by unresponsiveness are excluded from response and availability measurement. Keep registered contacts current to receive incident notices.

8. SLA changes

We may adjust this SLA to improve service (such as raising commitments); reductions are notified 30 days in advance and the Customer may negotiate or terminate under the User Agreement.