Service Level Agreement
This Service Level Agreement ("SLA") is part of the Terms of Service between SEEONDATA OÜ ("Datassier", "we", "us") and you ("Customer"). It describes the service levels Datassier commits to and the remedies available if those levels are not met.
1. Definitions
"Downtime" means any period during which the Service is materially unavailable or materially impaired for the Customer, as confirmed by our monitoring systems. Downtime is measured from the time we become aware of the issue (either through monitoring or a verified Customer report) until the Service is restored.
"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus Downtime minutes, divided by the total number of minutes in that calendar month, expressed as a percentage.
"Scheduled Maintenance" means planned maintenance windows communicated at least 48 hours in advance.
"Service Credit" means a credit applied to the Customer's account, calculated as a percentage of the monthly subscription fee for the affected month.
2. Availability Commitment
Datassier targets a Monthly Uptime Percentage of 99.5% for the Service.
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% – 99.49% | 5% of monthly fee |
| 95.0% – 98.99% | 10% of monthly fee |
| 90.0% – 94.99% | 20% of monthly fee |
| Below 90.0% | 30% of monthly fee |
3. Exclusions
The following are excluded from Downtime calculations and do not count against the Monthly Uptime Percentage:
- Scheduled Maintenance performed during communicated windows;
- Downtime caused by factors outside our reasonable control, including force majeure events as defined in the Terms;
- Failures of third-party services, APIs, or integrations not operated by Datassier;
- Downtime resulting from the Customer's actions, configurations, or misuse of the Service;
- Network issues between the Customer and our infrastructure that are outside our control;
- Beta, preview, or experimental features explicitly labeled as such;
- Downtime during a free trial period.
4. Scheduled Maintenance
4.1 Notice. We will provide at least 48 hours' advance notice of scheduled maintenance via email and/or in-app notification.
4.2 Timing. Scheduled maintenance will be performed during off-peak hours where practicable. Our standard maintenance window is Sundays 02:00–06:00 UTC.
4.3 Duration. We will use reasonable efforts to limit scheduled maintenance to no more than 4 hours per month.
4.4 Emergency Maintenance. In cases where urgent security patches or critical fixes are required, we may perform emergency maintenance with shorter notice. We will communicate emergency maintenance as promptly as possible.
5. Incident Response
We classify incidents by severity and commit to the following response times:
| Severity | Description | Initial Response | Target Resolution |
|---|---|---|---|
| Critical | Service completely unavailable for all users | 30 minutes | 4 hours |
| High | Major feature unavailable or severe performance degradation | 2 hours | 8 hours |
| Medium | Non-critical feature impaired; workaround available | 8 business hours | 3 business days |
| Low | Minor issue with minimal impact | 2 business days | Next release cycle |
5.1 Response Time means the time between when we become aware of an incident and when we begin active investigation.
5.2 Target Resolution means the time within which we aim to resolve or provide a reasonable workaround. Resolution targets are goals, not guarantees.
5.3 Communication. During Critical and High severity incidents, we will provide status updates at least every 60 minutes via our status page at status.datassier.com and email notifications to affected Customers.
6. Requesting Service Credits
6.1 Eligibility. Service Credits are available to Customers on paid subscription plans only. Free trial and free-tier accounts are not eligible.
6.2 Request Process. To request a Service Credit, the Customer must submit a request to support@datassier.com within 30 days of the end of the month in which the Downtime occurred. The request must include:
- The dates and times of the Downtime incidents;
- A description of how the Downtime affected the Customer;
- Any relevant logs or screenshots.
6.3 Verification. We will verify the claim against our monitoring data. If our records confirm that the Monthly Uptime Percentage fell below the commitment, we will apply the applicable Service Credit.
6.4 Application. Service Credits are applied to future invoices. Credits are not redeemable for cash and may not be transferred. Service Credits will not exceed 30% of the Customer's monthly subscription fee for any single month.
6.5 Sole Remedy. Service Credits are the Customer's sole and exclusive remedy for any failure to meet the availability commitment described in this SLA. This SLA does not modify or supersede the limitation of liability provisions in the Terms.
7. Customer Responsibilities
To receive the full benefit of this SLA, the Customer should:
- Maintain current and accurate contact information for incident notifications;
- Report suspected incidents promptly to support@datassier.com;
- Follow recommended configurations and best practices documented at datassier.com/docs;
- Maintain compatible browsers, systems, and integrations as specified in our documentation.
8. Monitoring and Status
8.1 We continuously monitor the Service using automated systems and maintain a public status page at status.datassier.com.
8.2 The status page displays current and historical availability data, ongoing incidents, and scheduled maintenance windows.
8.3 Customers may subscribe to status notifications via email or RSS.
9. SLA Review
We review this SLA periodically and may update it to reflect improvements in our infrastructure and processes. Changes to this SLA are subject to the same notice requirements as changes to the Terms (30 days' advance notice for material changes).
10. Contact
For SLA-related inquiries or to report an incident:
- Support: support@datassier.com
- Status Page: status.datassier.com