Service Level Agreement (SLA)
Our commitment to 99.9% uptime and reliable mapping services
99.9%
Uptime Guarantee
1 hour
Incident Response
24/7
Monitoring
Uptime Commitment
| Service Tier | Monthly Uptime Percentage | Allowed Downtime/Month | Support Response |
|---|---|---|---|
| Free Tier | Best Effort | No SLA | Community Support |
| Pay As You Go | 99.9% | 43.8 minutes | 24 hours |
| Enterprise | 99.99% | 4.38 minutes | 1 hour (Critical) |
Service Credits
If we fail to meet our uptime commitment, you're eligible for service credits:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% of monthly charges |
| Less than 99.0% but equal to or greater than 95.0% | 25% of monthly charges |
| Less than 95.0% | 50% of monthly charges |
Service credits are applied to your next billing cycle and must be requested within 30 days of the incident.
What's Covered
- Maps API tile serving
- Geocoding API endpoints
- Search & Autocomplete API
- Navigation & Routing API
- API authentication services
- CDN and edge servers
Exclusions
- Scheduled maintenance (48hr notice)
- Force majeure events
- Customer misconfigurations
- DDoS or abuse by customer
- Beta features and previews
- Third-party service failures
Support Response Times
| Priority Level | Description | Pay As You Go | Enterprise |
|---|---|---|---|
| Critical | Complete service outage affecting production | 4 hours | 1 hour |
| High | Significant degradation affecting production | 8 hours | 4 hours |
| Normal | Minor issues or questions | 24 hours | 8 hours |
| Low | Feature requests or general inquiries | 48 hours | 24 hours |
How to Claim Service Credits
- Monitor your service: Track API availability through your dashboard or monitoring tools
- Calculate downtime: Document the duration and impact of any service interruptions
- Submit a claim: Contact support@mapatlas.xyz within 30 days of the incident
- Provide details: Include your account ID, affected time period, and services impacted
- Receive credits: Credits will be applied to your next billing cycle after verification
Worldwide Coverage
Global Infrastructure
- 6 Continents: Data centers worldwide
- 50+ Edge Locations: Low latency globally
- 195 Countries: Full map coverage
- CloudFlare CDN: Fast tile delivery
Regional Performance
| Region | Avg. Latency | Coverage |
|---|---|---|
| North America | <20ms | ✓ Full |
| Europe | <25ms | ✓ Full |
| Asia Pacific | <30ms | ✓ Full |
| South America | <35ms | ✓ Full |
| Africa | <45ms | ✓ Full |
| Middle East | <30ms | ✓ Full |
OpenStreetMap Data: Updated weekly with contributions from millions of mappers worldwide, ensuring accurate and up-to-date map data globally.
Need Higher Availability?
Our Enterprise plan offers 99.99% uptime SLA with dedicated infrastructure,
custom agreements, and priority support. Perfect for mission-critical applications.
99.99% SLADedicated SupportCustom ContractsPriority Response
Contact Sales for Enterprise SLA