Service Level Agreement (SLA)

Effective date: 1 January 2024

Availability guarantee

We aim to maintain 99.5% uptime for the Causal Map Service. Uptime is measured excluding scheduled maintenance and events beyond our control (e.g. ISP outages, DDoS attacks).

Scheduled maintenance

We perform maintenance during off-peak hours (typically 00:00-06:00 UTC, weekdays). We will notify users at least 48 hours in advance of significant maintenance.

Support response times

Private plans: - Email support: response within 72 hours on business days

Pro and Team plans: - Priority email support: response within 24 hours on business days - Dedicated support contact for Team plans - Phone support available for Team plan customers

Data backup

  • Your data is backed up every 10 minutes and retained for at least 30 days.
  • Pro and Team customers can restore data in the app.

Incident response

If the Service experiences a signficant outage: - We will investigate immediately and post status updates on our status page. - We aim to restore service within 48 hours. - We will notify customers of significant incidents and resolution timelines.

Service credits

If we fail to meet our 99.5% uptime target in a calendar month, qualifying customers are entitled to service credits:

  • 99%-99.5% uptime: 5% credit
  • 95%-99% uptime: 10% credit
  • <95% uptime: 25% credit

Credits are applied to the next billing period. Credits do not constitute a refund of fees.

To claim a credit, contact hello@causalmap.app within 30 days of the incident.

Exclusions

Service credits do not apply to:

  • Downtime caused by events outside our control (natural disasters, ISP issues, cyberattacks).
  • Downtime resulting from your use of the Service in violation of our terms.
  • Issues caused by third-party services or plugins you use with the Service.
  • Scheduled maintenance of which we gave notice.

Changes to SLA

We may update this SLA with 30 days notice. Continued use of the Service constitutes acceptance.

Contact

For SLA questions or to report incidents, contact hello@causalmap.app.