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Service Level Agreement ​

Effective Date: 2026-07-09 · Document ID: SLA-MMA-001 · Contact: info@mapsted.com · Contact UsVersion: 1.0

Plain-language summary (non-binding): This Service Level Agreement sets out Mapsted Corp.'s uptime commitment for the @mapsted/maps-js-api production service, how availability is measured, what service credits apply when the target is missed, and the support response targets for different issue severities. This SLA applies only to Licensees under a signed Commercial Agreement and only to generally available (GA) versions of the Software. Evaluation access, pre-release versions, and use without a Commercial Agreement carry no SLA commitment.

1. Introduction and Governing Agreement ​

This Service Level Agreement ("SLA") is entered into as part of the Commercial Agreement between Mapsted Corp., together with its subsidiaries, affiliates, and related entities (collectively, "Mapsted", "we", "us", "our") — a federally incorporated Canadian corporation headquartered in Ontario, Canada (registered office address available upon written request to info@mapsted.com) — and the Licensee identified in the applicable Commercial Agreement.

This SLA is incorporated by reference into and forms part of the Commercial Agreement. In the event of a conflict between this SLA and the body of the Commercial Agreement, the Commercial Agreement governs unless it expressly incorporates a term of this SLA by specific reference.

Capitalised terms used but not defined in this SLA have the meanings given to them in the Licence Agreement (LA-MMA-001) and the Terms of Service (TOS-MMA-001).

2. Scope ​

2.1 Covered Services ​

This SLA applies to the following components of the production Service (together, the "Covered Services"):

ComponentDescription
CDN bundle endpointmapi.mapsted.com/<current-ga-version>/maps.js — the IIFE runtime bundle loaded by end-user browsers.
Map backendmaps.mapsted.com — serves map tiles, property data, and floor plans rendered inside the embedded iframe.
Auxiliary servicesdeploy.mapsted.com and filer.mapsted.com — serve building data and asset files on which the map backend depends transitively.

2.2 What Is Not Covered ​

The following are explicitly excluded from this SLA:

  • The Licensee's own application, website, or integration code.
  • End-user internet connectivity, device, or browser environment.
  • Third-party CDN or network layers beyond Mapsted's egress point.
  • Evaluation access and sandbox access provided without a Commercial Agreement.
  • Pre-release, release-candidate, alpha, or beta versions of the Software (e.g. versions carrying a pre-release identifier such as 4.0.1-rc.*, @next, @beta, @canary, or equivalent tags). The SLA applies only to generally available ("GA") releases, i.e. versions published under the @latest dist-tag on the @mapsted/maps-js-api npm package.
  • Features, endpoints, or components explicitly labelled "experimental" or "preview" in the Software's documentation or release notes.
  • Service disruption caused by Licensee-initiated actions (e.g. incorrect API key configuration, exceeding any usage controls introduced per LA §7 and AUP-MMA-001, or integration code errors).
  • Third-party dependencies outside Mapsted's direct operational control (e.g. subprocessor outages), except where Mapsted has contracted for availability guarantees that would cover the Covered Services.

3. Definitions ​

TermMeaning
AvailabilityThe percentage of time during a Measurement Period during which the Covered Services are Operationally Available, calculated as set out in §5.
Billing PeriodThe calendar month (or, where the Commercial Agreement specifies a different billing cycle, that cycle) used as the basis for prorated fee calculations.
Covered ServicesThe services listed in §2.1.
DowntimeA continuous period of five (5) minutes or longer during which one or more Covered Services are not Operationally Available. Periods shorter than five minutes are not counted as Downtime.
Downtime MinutesThe total number of minutes of Downtime occurring within a Measurement Period, excluding Excluded Downtime.
Excluded DowntimeDowntime arising from any of the causes listed in §6, including Scheduled Maintenance, force majeure events, and Licensee-caused disruptions.
GA ReleaseA generally available version of the Software published under the @latest dist-tag on the @mapsted/maps-js-api npm package, without a pre-release identifier.
Measurement PeriodThe calendar month coinciding with the Billing Period.
Monthly Uptime PercentageThe Availability figure computed for a given Measurement Period per §5.
Operationally AvailableThe CDN bundle endpoint returns an HTTP 200 response to a synthetic monitoring request, and the map backend successfully renders a valid map response for at least 95% of synthetic monitoring probes.
Scheduled MaintenancePlanned maintenance activity announced by Mapsted with at least seventy-two (72) hours' advance notice posted to the documentation site changelog at /reference/changelog and, where reasonably practicable, by direct notice to Licensees under a Commercial Agreement. Emergency maintenance required to address a critical security vulnerability or imminent system failure may be performed with shorter or no advance notice; Mapsted will provide post-hoc notice as soon as practicable.
Service CreditA monetary credit applied to the next invoice payable by the Licensee under the Commercial Agreement, calculated as a percentage of the prorated monthly fee for the affected Measurement Period.
SLA ClaimA written request from the Licensee seeking a Service Credit, submitted in accordance with §8.

4. Uptime Commitment ​

Mapsted commits to a Monthly Uptime Percentage for the Covered Services of:

99.5% per Measurement Period ("Uptime Target").

5. Measurement Methodology ​

5.1 Availability Formula ​

Monthly Uptime Percentage is calculated as follows:

Monthly Uptime % = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100

Where:

  • Total Minutes = the total number of minutes in the Measurement Period.
  • Downtime Minutes = total minutes of Downtime in the Measurement Period, excluding Excluded Downtime as defined in §3 and described in §6.

5.2 Monitoring ​

Mapsted measures availability using synthetic external probes against mapi.mapsted.com/<version>/maps.js at a five-minute cadence or more frequently; measurement methodology may be updated from time to time.

Mapsted measures Availability using synthetic monitoring that:

  • Issues periodic HTTP GET requests to mapi.mapsted.com/<current-ga-version>/maps.js and evaluates whether an HTTP 200 response is returned.
  • Issues periodic end-to-end map-render probes against maps.mapsted.com to evaluate whether a valid map response (as defined by Mapsted's internal probe definition) is returned for at least 95% of requests within any five-minute window.
  • Runs from at least two geographically distributed monitoring locations to reduce false positives from single-region network events.
  • Applies a minimum five-minute sustained-failure threshold before a period is classified as Downtime (transient failures below five minutes are not counted).

Mapsted's internal monitoring records are the authoritative source of Availability data for the purpose of SLA claims. Licensees may provide supplementary evidence (e.g. synthetic monitoring output from their own tooling) in support of an SLA Claim, but Mapsted's records are determinative in the event of a discrepancy, subject to good-faith review.

5.3 Prorated Monthly Fee ​

For the purpose of Service Credit calculations, the "prorated monthly fee" means the portion of the annual or periodic Commercial Agreement fee attributable to the affected Measurement Period, calculated on a proportional basis (annual fee ÷ 12 for a monthly period, or as otherwise specified in the Commercial Agreement).

6. Exclusions ​

The following periods are Excluded Downtime and are not counted against the Monthly Uptime Percentage or as Downtime Minutes:

  1. Scheduled Maintenance. Periods of planned maintenance announced in accordance with the definition of Scheduled Maintenance in §3.

  2. Force Majeure. Unavailability caused by events beyond Mapsted's reasonable control, including but not limited to: acts of God, natural disasters, pandemic or epidemic events, strikes, riots, government action, war, terrorism, internet infrastructure failures, telecommunications outages, or the acts or omissions of third-party subprocessors that Mapsted cannot reasonably mitigate. For clarity, DDoS attacks that exceed the protection capacity of Mapsted's DDoS mitigation provider (currently Cloudflare — see Subprocessor List) are included in this exclusion.

  3. Licensee-Caused Disruptions. Unavailability resulting from: (a) the Licensee's integration code, application, or API key misconfiguration; (b) the Licensee exceeding any usage controls, quotas, or fair-use limits introduced pursuant to LA §7 and AUP-MMA-001; (c) instructions or requests from the Licensee (including Licensee-initiated testing that degrades the Covered Services); or (d) the Licensee's failure to use a supported GA Release.

  4. Pre-Release and Beta Versions. Any unavailability affecting a version of the Software that is not a GA Release (e.g. release candidates, @next, @beta, @canary).

  5. Third-Party Platform Outages. Unavailability caused by outages of third-party platform dependencies where those dependencies are not under Mapsted's direct operational control and where Mapsted has no contractual right of recourse — for example, a regional outage of the Google Cloud Platform infrastructure on which Mapsted's backend services run.

  6. Security Response. Periods of deliberate service restriction that Mapsted applies in direct response to a security incident, an active attack on Mapsted's infrastructure, or a legal or regulatory requirement, where such restriction is proportionate to the risk and is removed as soon as reasonably practicable.

  7. Emergency Maintenance. Maintenance required to address a critical security vulnerability (CVSS v3.1 base score ≥ 9.0) or an imminent risk of data loss or system failure, where providing 72 hours' advance notice was not practicable.

7. Service Credits ​

7.1 Credit Tiers ​

If the Monthly Uptime Percentage in a Measurement Period falls below the Uptime Target, the Licensee is eligible for a Service Credit as follows:

Monthly Uptime PercentageService Credit (% of prorated monthly fee)
99.5% or aboveNo credit (Uptime Target met)
99.0% ≤ uptime < 99.5%5%
95.0% ≤ uptime < 99.0%15%
Below 95.0%30%

7.2 Stacking and Carry-Over ​

Service Credits:

  • Are capped at 30% of the prorated monthly fee for any single Measurement Period, regardless of the number of distinct Downtime incidents occurring in that period.
  • Do not accumulate or carry forward to subsequent Measurement Periods.
  • Are not redeemable for cash and have no monetary value outside of their application as a credit against the next invoice.
  • Are not payable concurrently with any duplicate remedy under the Commercial Agreement for the same underlying service failure. Where the Commercial Agreement specifies a different credit structure, that structure governs.

7.3 Sole and Exclusive Remedy ​

Service Credits are the Licensee's sole and exclusive remedy for any failure by Mapsted to meet the Monthly Uptime Percentage in any Measurement Period. Nothing in this SLA creates any liability on Mapsted's part beyond the Service Credit amounts set out in §7.1, and the limitation of liability provisions of the Commercial Agreement and the Terms of Service (TOS-MMA-001 §14) apply in all other respects.

8. SLA Claim Process ​

8.1 How to Submit a Claim ​

To request a Service Credit, the Licensee must:

  1. Email info@mapsted.com with the subject line SLA Claim — [Company Name] — [Measurement Period].
  2. Include the following information:
    • The Licensee's name and the Commercial Agreement reference number (if applicable).
    • The Measurement Period affected.
    • A description of the observed Downtime, including start and end timestamps (UTC) and the affected Covered Services.
    • Supporting evidence of the observed Downtime (e.g. synthetic monitoring output, browser console logs, or equivalent records from the Licensee's own tooling).

8.2 Claim Deadline ​

SLA Claims must be submitted no later than thirty (30) days after the end of the Measurement Period to which the claim relates. Claims submitted after this deadline will not be accepted.

8.3 Claim Review ​

Mapsted will review the SLA Claim against its internal monitoring records within thirty (30) days of receiving a complete, timely claim. Mapsted will:

  • Notify the Licensee in writing of whether the claim is approved or rejected, with reasons.
  • Where approved, apply the applicable Service Credit to the Licensee's next invoice. Where no further invoice will arise under the Commercial Agreement, Mapsted will contact the Licensee to agree an alternative form of credit application.

Mapsted's determination is final subject to the dispute resolution provisions of the Commercial Agreement and the Terms of Service (TOS-MMA-001 §17).

9. Support Response Targets ​

The following targets apply to Licensees under a signed Commercial Agreement. Support requests must be submitted to info@mapsted.com with a clear description of the issue, its observed impact, and the Covered Service affected.

Severity classifications are assigned by Mapsted based on the information provided by the Licensee. The Licensee may request reclassification if circumstances change.

SeverityDefinitionAcknowledgement targetResolution target
Severity 1 — CriticalA Covered Service is fully unavailable for the Licensee's end users and no workaround is available.4 business hours from receipt of the support request24 business hours (best efforts; complex or infrastructure-dependent issues may require longer; Mapsted will provide status updates every 4 hours)
Severity 2 — Significant DegradationA Covered Service is substantially impaired (e.g. significantly elevated error rates, map rendering failures for a meaningful percentage of end users) but a partial workaround exists.1 business day from receipt5 business days (best efforts)
Severity 3 — Minor IssueA non-blocking issue, cosmetic defect, or general question. Service remains substantially functional for end users.3 business days from receiptBest efforts; no fixed commitment

Business hours: 9:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday, excluding Canadian federal statutory holidays and Ontario provincial statutory holidays.

Support response targets are performance targets, not guarantees. They are separate from the Uptime Commitment in §4 and do not give rise to Service Credits in §7 independently of an Availability shortfall. Resolution of support issues may be constrained by the nature or complexity of the underlying cause, third-party dependencies, or factors outside Mapsted's direct control.

These support targets do not contradict or supersede the security incident response timelines in the Security Policy (SP-MMA-001 §6). Confirmed security vulnerabilities are handled under SP-MMA-001; the support response targets above apply to service availability and integration issues.

10. Availability Reporting ​

Mapsted may publish an aggregate uptime report from time to time. Licensees may request verification of Mapsted's internal monitoring records for a specified billing period by writing to info@mapsted.com. Individual Licensee-specific uptime reports are provided only on request and treated as Confidential Information.

11. Evaluation and Pre-Release Exclusion ​

11.1 Evaluation Licence ​

Access to the Software under an Evaluation Licence (as described in LA-MMA-001 §7 and the applicable evaluation or sandbox Commercial Agreement) is provided as-is, without any uptime commitment, support response target, or Service Credit. Evaluation access is provided solely to allow the Licensee to assess the Software prior to entering a production Commercial Agreement.

11.2 Pre-Release Versions ​

Versions of the Software that carry a pre-release identifier (-rc.*, -alpha.*, -beta.*, or equivalents) or that are distributed under a dist-tag other than @latest (e.g. @next, @beta, @canary) are excluded from this SLA. Such versions are provided for testing and pre-production evaluation only and may be unstable, incomplete, or subject to breaking changes without notice.

12. Termination for Chronic SLA Failure ​

If the Monthly Uptime Percentage falls below 95.0% in any Measurement Period, the Licensee is eligible for both the 30% Service Credit under §7.1 and the following termination right:

The Licensee may terminate the Commercial Agreement for convenience, without penalty, upon thirty (30) days' written notice to Mapsted, provided that:

  1. The notice is delivered no later than sixty (60) days after the end of the Measurement Period in which the sub-95.0% shortfall occurred.
  2. The Licensee has submitted a valid, timely SLA Claim for the relevant Measurement Period in accordance with §8.
  3. Mapsted has not restored the Monthly Uptime Percentage to at or above the Uptime Target in the calendar month immediately following the month in which the notice is delivered (in which case the Licensee may withdraw the termination notice before the 30-day notice period expires).

Upon termination under this §12, Mapsted will refund any prepaid fees attributable to the unused portion of the then-current contract term. The right to terminate under this §12 is in addition to, and does not replace, the general termination rights set out in the Commercial Agreement.

13. Changes to This SLA ​

Mapsted Corp. may update this SLA from time to time. Material changes — including any reduction in the Uptime Target, any increase in the minimum Downtime threshold, or any reduction in the Service Credit percentages — will be notified to Licensees by direct written notice (email to the address associated with the Commercial Agreement) at least thirty (30) days before the change takes effect. Continued use of the Covered Services after the effective date of a change constitutes the Licensee's acceptance of the updated SLA, except that where the Commercial Agreement specifies a fixed SLA term, the agreed terms govern for the remainder of that term.

Immaterial changes (such as clarification of existing terms, correction of typographical errors, or updates to contact information) may be made without advance notice.