Service Level Agreement

Last updated: 20 October 2026

Scope​

This Service Level Agreement ("SLA") applies to a Customer whose signed agreement or order form with the Provider refers to it. It forms part of that agreement and uses the definitions of the Terms of Service. Use of the Services without such an agreement, including use within the free allowance only, is not covered.

Features that use data already on a device — rendering, offline search, offline routing — need no online activation and keep working while the online Services are unavailable. They are outside this SLA.

Covered Services​

Commitment​

For each covered Service, we commit to a Monthly Uptime Percentage of at least 99.9% in every calendar month.

Measurement​

An independent monitoring service checks each covered Service once a minute, using requests of the kind the SDKs send. Successive checks come from monitoring locations in North America, Europe, Asia, Africa, and Australia in turn, and each check connects over both IPv4 and IPv6. A check fails if, over IPv4 or over IPv6, the Service does not respond, responds with a server error (HTTP 5xx), or returns a response without a valid result.

A failed check is repeated twice, at least once from another location. If the repeated checks fail too, Downtime begins at the time of the first failed check and ends when checks from at least two locations succeed again. Periods of Downtime shorter than two minutes are not counted.

Monthly Uptime Percentage is the number of minutes in the calendar month minus the minutes of Downtime, divided by the number of minutes in the month. It is calculated separately for each covered Service.

If the Customer's own records show Downtime that our monitoring did not register, the Customer may submit them with a credit request, and we will take them into account.

Service Credits​

A service credit is a percentage of the Customer's fees for the affected Service in the month of the Downtime. Credits for one month never exceed 25% of the Customer's total fees for that month.

Credits are applied to future invoices. They are not paid out in cash and expire 12 months after they are issued.

Requesting a Credit​

Send the request to [email protected] within 30 days after the end of the month in which the Downtime occurred. Include the Customer name, the affected Service, the dates and times of the Downtime with the time zone, and the affected API key or application. We will review the request and reply within 30 days.

Scheduled Maintenance​

We announce scheduled maintenance by email to the account address at least 7 days in advance. Up to 12 hours of announced maintenance per calendar year are not counted as Downtime; maintenance beyond that, and any maintenance without notice, is.

Exclusions​

Downtime does not include unavailability caused by:

• the Customer's or end users' devices, networks, internet access, or software, including SDK versions that the Documentation no longer lists as supported;
• use of the Services in breach of the Terms of Service or the Documentation;
• suspension of the Customer's access under the Terms of Service;
• features marked as beta or preview; or
• events beyond our reasonable control, such as natural disasters, war, acts of government, or internet failures outside our network and the networks of our hosting and delivery providers.

Sole Remedy​

Service credits are the Customer's sole and exclusive remedy for a failure to meet this SLA. This SLA does not change the limitation of liability in the Terms of Service.

Changes​

We may update this SLA. A change that lowers the commitment or the credits does not apply to a signed agreement during its current term.