Legal
Service Level Agreement
Last updated · Version sla-2026-11-07
1. Scope
This Service Level Agreement (SLA) describes the availability target for Smart Site Plan, how we measure availability, and how we respond to incidents. The availability target applies to the Service on every plan. Priority incident response applies to customers on the Team and Enterprise plans. Beta and preview features are excluded. Where a signed enterprise agreement sets different service levels, that agreement controls.
This version takes effect on . Until then, the previous version of this SLA continues to govern Team and Enterprise plans.
2. Availability target
We target 99.9% monthly availability for the core Service on every plan. This is an objective, not a guarantee: missing it does not entitle you to a service credit, refund, or other remedy.
We measure availability as the percentage of each calendar month in which the core Service responds successfully, excluding the time covered by the exclusions in Section 5.
How we are doing right now
Informational: recorded by our own minute-cadence platform checks and shown live on the status page. How availability is measured against the target is Section 3. Third-party data providers are tracked separately and do not count toward this figure (Section 5).
3. Measurement
- Availability is measured by external monitoring probes at a 60-second interval.
- Scheduled maintenance, announced in advance and capped at 2 hours per quarter, does not count against availability.
- Issues caused by your network, equipment, or third parties outside our control do not count against availability.
4. Priority incident response
Critical (P0 and P1) incidents receive a first response within these times, with status updates until resolution:
| Plan | Critical incident response |
|---|---|
| Enterprise | First response within one hour |
| Team | First response within one business day |
| Free, Personal, and Pro | Standard support, without a committed response time |
5. Exclusions
Availability is not counted against the target when the Service is unavailable because of: scheduled or emergency maintenance; factors outside our reasonable control, including the events described in the force majeure section of the Terms; third-party data sources, networks, or services; your acts, omissions, equipment, or breach of the Terms or Acceptable Use Policy; suspension for non-payment or policy violation; or beta and preview features.
6. Incident notification
- We provide a post-incident review for major incidents to affected Team and Enterprise customers on request.
- We notify affected customers of a confirmed personal data breach without undue delay and within 72 hours, with a written report within two business days, consistent with our Data Processing Agreement.
7. Questions
For questions about this SLA or an incident you observed, contact support@smartsiteplan.com from the email on your account, with the dates and times of the unavailability you observed.