Mapline Service Level Agreement
Last Updated: January 1, 2026
This Service Level Agreement (“SLA“) is entered between Mapline Inc. (“Mapline”) and eligible Customers, and is subject to and governed by the Mapline Terms of Service found at https://mapline.com/terms-of-service/ (the “Agreement”). Capitalized terms not defined in this SLA have the respective meanings in the Agreement.
SLA ELIGIBILITY: This SLA applies exclusively to Customers who: (1) maintain an active, paid subscription to the Mapline Platform; and (2) have an executed Service Order with Mapline that explicitly incorporates this SLA by reference. This SLA does not apply to users on the “Mapping Starter” (free) plan, trial accounts, or any Customer whose Service Order does not specifically include SLA coverage.
1. Definitions
- “Actual Uptime Percentage” is calculated as: (Total Minutes in Month – Unavailable Time) / Total Minutes in Month.
- “Excluded Times” means unavailability caused by: (a) Scheduled Maintenance; (b) Customer’s use of the Service in a manner not in accordance with Documentation; (c) Force Majeure events; or (d) outages caused by third-party providers such as Google Cloud or ISP outages.
- “Service Level Credit” means a non-refundable dollar credit that Mapline will apply to a Customer’s account if the Actual Uptime Percentage is less than the uptime percentage threshold. Service Level Credits are calculated based on the monthly equivalent of the Customer’s subscription fee.
- “Unavailable Time” means the number of minutes in a calendar month during which the Mapline Platform is unavailable for use, excluding Excluded Times.
2. Support Responsibilities
Mapline will use commercially reasonable efforts to provide technical support to eligible Customers:
- Support Channels: Access to chat, phone, and email support.
- Support Hours: Standard support is available Monday through Friday, 5:00 AM to 5:00 PM Mountain Time (MT), excluding US Federal Holidays.
- Response Times: Mapline aims to respond to initial support requests within 24–48 business hours.
3. Availability
Mapline will use commercially reasonable efforts to maintain an Actual Uptime Percentage level of 99.9%. If Mapline fails to meet this threshold in a given calendar month, you may be eligible for a Service Level Credit.
| Actual Uptime Percentage | Service Level Credit |
|---|---|
| From 99.9% to 100% | None |
| From 99.0% to under 99.9% | 5% |
| From 97.0% to under 99.0% | 10% |
| From 0% to under 97.0% | 15% |
4. Maintenance & Backups
Mapline performs routine system maintenance to ensure platform stability. We will use commercially reasonable efforts to provide at least 48 hours’ notice for any maintenance expected to result in more than 15 minutes of downtime. Mapline maintains regular backups with a target application Recovery Point Objective (RPO) of 24 hours, a database RPO of 15 minutes, and an overall Recovery Time Objective (RTO) of 4 hours.
5. Claims & Limitations
- Claim Process: To receive a credit, Customer must submit a written request using our form on https://mapline.com/contact-us/ within 30 days of the end of the month in which the failure occurred.
- Monitoring: All Uptime measurements shall be determined exclusively by Mapline’s internal system logs and monitoring tools.
- Cap: In no event shall the total Service Level Credits issued in a single month exceed 15% of the monthly equivalent of the Customer’s subscription fee.
- Sole Remedy: Service Level Credits are the Customer’s sole and exclusive remedy for any unavailability of the Mapline Platform.
6. Modifications to SLA
Mapline reserves the right to modify the terms of this SLA. If Mapline makes a material change, we will provide notice by posting the updated version or notifying you via email. For existing Customers with a valid Service Order incorporating this SLA, material changes will become effective only upon the commencement of your next renewal period. Continued use of the Service after renewal constitutes acceptance of the updated terms.
