Service Level Agreement (SLA)
Last updated: April 14, 2026
Applies to: Placematic API Services, UpInsight, UpGrid, Pos-Eye
1. Overview
This Service Level Agreement ("SLA") is part of the agreement between Placematic USA LLC ("Placematic", "we", "us") and the customer ("Customer", "you") and defines the service availability commitments, support response times, and remedies applicable to Placematic's products and services.
This SLA applies to all paid plans unless otherwise specified in a separate written agreement.
2. Service availability
Placematic commits to the following uptime targets for its core services:
| Service | Monthly uptime target |
| Placematic API (geocoding, routing, autocomplete) | 99.5% |
| UpInsight platform | 99.0% |
| UpGrid platform | 99.0% |
| Pos-Eye (store locator) | 99.5% |
Uptime is calculated as: (total minutes in month − downtime minutes) / total minutes in month × 100
Downtime means the service is completely unavailable or returns errors on more than 50% of requests for a continuous period of 5 minutes or more.
3. Exclusions
The uptime commitment does not apply to unavailability caused by:
- Scheduled maintenance (see Section 4)
- Events outside Placematic’s reasonable control (force majeure) including natural disasters, war, government actions, or failures of third-party infrastructure
- Actions or omissions of the Customer, including incorrect API usage, exceeded rate limits, or use of deprecated endpoints
- Third-party service outages (including HERE Technologies infrastructure) that are beyond Placematic’s control
- Customer’s own network or hardware failures
- Beta features or services explicitly labeled as experimental
4. Scheduled maintenance
Placematic performs scheduled maintenance during low-traffic windows:
- Standard maintenance window: Sundays, 02:00–06:00 CET
- Notice: At least 48 hours advance notice via email and status page for maintenance expected to cause downtime
- Emergency maintenance: May be performed with shorter notice when required to address critical security vulnerabilities
Scheduled maintenance does not count toward downtime calculations.
5. Incident classification and response times
| Priority | Definition | Initial response | Resolution target |
| P1 — Critical | Service completely unavailable or data loss risk | 1 hour | 4 hours |
| P2 — High | Major feature unavailable, significant performance degradation | 4 hours | 24 hours |
| P3 — Medium | Minor feature unavailable, workaround available | 1 business day | 5 business days |
| P4 — Low | General questions, minor issues, feature requests | 2 business days | Best effort |
Response times apply during business hours (Mon–Fri, 09:00–17:00 CET) unless otherwise agreed. P1 incidents are monitored 24/7.
6. Support channels
| Plan | Support channel | Hours |
| Standard | Email — hello@placematic.com | Business hours |
| Enterprise | Email + dedicated contact | Extended hours by agreement |
For incident reporting: hello@placematic.com Subject line format: [P1/P2/P3/P4] — Brief description
7. Status page and incident communication
Placematic maintains a status page where customers can monitor service health and view incident updates.
For active incidents:
- P1: Updates every 30 minutes until resolved
- P2: Updates every 2 hours until resolved
- P3/P4: Updates within 1 business day
Post-incident reports are provided for P1 and P2 incidents within 5 business days of resolution.
8. Service credits
If Placematic fails to meet the uptime commitment in any calendar month, the Customer is eligible for service credits as follows:
| Monthly uptime achieved | Credit (% of monthly fee) |
| 99.0% – below SLA target | 10% |
| 95.0% – 98.9% | 25% |
| Below 95.0% | 50% |
To claim a credit:
- Submit a request to hello@placematic.com within 30 days of the end of the affected month
- Include the dates, times, and description of the downtime experienced
- Credits are applied to future invoices and are not redeemable for cash
Maximum credit in any single month shall not exceed 50% of the monthly fee for the affected service.
9. HERE Technologies dependency
Placematic API services are partly powered by HERE Technologies infrastructure. Where service disruption is caused solely by HERE Technologies and is beyond Placematic's control, Placematic will:
- Notify affected customers as soon as the issue is identified
- Work with HERE to accelerate resolution
- Apply service credits at its discretion based on impact severity
Placematic is not liable for HERE Technologies outages that fall outside its operational control.
10. Data and security
- Customer data is stored and processed in accordance with the Placematic Privacy Policy
- Placematic implements industry-standard security measures including encryption in transit (TLS) and at rest
- On-premise deployment options are available for customers with specific data residency requirements — contact us for details
11. Rate limits
API rate limits apply per plan. Exceeding rate limits may result in temporary throttling. Placematic will notify customers approaching consistent limit breaches and discuss plan upgrades or custom arrangements.
Default limits and plan details are available at placematic.com or upon request.
12. Changes to this SLA
Placematic reserves the right to update this SLA with 30 days' notice. Notice will be provided via email to the primary account contact. Continued use of the service after the effective date constitutes acceptance of the updated SLA.
13. Contact
Placematic USA LLC 1600 Golf Rd, Suite 1200 Rolling Meadows, IL 60008 United States hello@placematic.com
Placematic Sp. z o.o. Wita Stwosza 48/105 02-661 Warsaw, Poland office@placematic.pl
NORTH AMERICA
Placematic USA LLC
1600 Golf Rd, Suite 1200
Rolling Meadows, IL 60008
United States
EUROPE
Placematic sp. z o.o.
Wita Stwosza 48/105
02-661 Warsaw
Poland
© 2026 Placematic