This Service Level Agreement (“SLA”) describes the uptime commitment and support response times StoreLocatorWidgets provides to paying customers for the Locator Service.
Uptime Commitment
We target 99.9% uptime for the store locator widget and hosted locator pages, measured monthly, excluding scheduled maintenance windows (which we will notify customers of in advance where practical) and events outside our reasonable control.
Support Response Times
For all production-impacting incidents reported via our live support chat, email, or voicemail, we provide an initial human response within 2 hours during our core business hours (08:00–20:00 UTC-4, Monday–Sunday).
- Critical-severity issues (service outage affecting all customers): response within 2 hours, updates every 2 hours until resolved.
- High-severity issues (a single account’s locator is down or majorly degraded): response within 4 hours.
- Normal-severity issues (a non-blocking bug or question): response within 1 business day.
Service Credits
If we fail to meet the uptime commitment above in a given calendar month, eligible customers on paid plans may request a pro-rated service credit against their next billing cycle by contacting support within 30 days of the affected month.
Exclusions
This SLA does not cover downtime caused by: issues with a customer’s own website or hosting; third-party mapping service outages (Google Maps, Mapbox, or OpenStreetMap); DNS or ISP issues outside our infrastructure; or misuse of the Service in violation of our Acceptable Use Policy.
Changes to This Agreement
We may update this SLA from time to time; material changes will be posted here with an updated effective date.
Contact Us
If you have any questions about this Service Level Agreement, please feel free to email us at [email protected].