This agreement defines the availability we aim for in UltraGIS, how it is measured, each plan's support response times and the credits if we fall short.
1. Commitments per plan
| Plan | Monthly availability | Support | First response |
|---|---|---|---|
| Trial | No commitment | Help center and email | Best effort |
| Starter | 99.5% | Email support | 1 business day |
| Professional | 99.7% | Priority chat | 8 business hours |
| Enterprise | 99.9% | SLA and onboarding | 4 hours (24/7 for critical incidents) |
| Custom | Per contract | Account manager | Per contract |
Percentages and times are La Guayaba LLC's initial proposal and remain subject to commercial and legal confirmation.
2. How it is measured
Availability is the percentage of minutes in the calendar month in which the web app and the API respond correctly, measured by our external monitoring and published on Service status. Maintenance windows announced 72 hours ahead, failures of the customer's network or equipment, use contrary to the terms and force majeure are excluded.
3. Credits
| Month's availability | Credit on the monthly fee |
|---|---|
| Below target and ≥ 99.0% | 10% |
| Between 95.0% and 99.0% | 25% |
| Below 95.0% | 50% |
Request the credit at soporte@ultragis.io within 30 days after the month closes. It applies to the next invoice, is not paid in cash and is the sole remedy for missing this SLA.
4. Incident severity
- Critical: the service is unavailable or data is at risk.
- High: a core feature does not work and there is no workaround.
- Normal: partial failure with a workaround, or a usage question.
5. Backup and recovery
We commit to a recovery point objective (RPO) under 1 hour and a recovery time objective (RTO) under 4 hours after a major failure, with continuous database backup and monthly restore drills.