Last Updated: September 15, 2022
This Making Data Meaningful API Service Level Agreement (“SLA”) governs the use of the Places API between Making Data Meaningful (“MDM”, “us” or “we”) and users of the Places API (“you”, “user” or “customer”). This SLA applies separately to each account using the Places API. This SLA is not applicable to evaluation phases, pilots, alpha, beta, early access, or similar programs.
2. Service Level Target(s)
For a “Covered Service“, Making Data Meaningful will use reasonable commercial efforts to achieve the “Service Level Target” for a calendar month as set forth in SLA Table 1:
SLA Table 1:
|“Covered Service“||“Service Level Target“|
3. Exclusions From Service Level Targets
No Unavailability will be deemed to have occurred due to any of the following (“Exclusions”):
3.1. Any Error, delay, or omission attributable to Customer or those acting on Customer’s behalf (such as employee, contractor, or end-user);
3.2. Any equipment, functionality, networks, including internet connectivity, which is not under the sole control of Making Data Meaningful;
3.3. Any use of a Covered Service which does not comply with Making Data Meaningful specifications, documentation, policies, or agreement with Customer;
3.4. API requests that, when received: Omit information or variables, append extraneous information, request data that is not generally commercially available, or otherwise do not conform to Making Data Meaningful documentation;
The Availability status of Covered Services will be published in the dashboard made available at https://makingdatameaningful.com/data-products/api-status/ .
5. Credit Request Procedure
5.1. If a Covered Service does not achieve a Service Level Target for a calendar month, Customer must request an SLA Credit. The SLA Credit is the sole and exclusive remedy for any failure by Making Data Meaningful to meet a Service Level Target. To receive a Service Credit, Customer must submit a written request for the Service Level Credit and shall provide reasonable supporting documentation. Customer must submit the request via email to [email protected] within 30 days of the month in which the Covered Services unavailability occurred. Making Data Meaningful will determine, based on its records, if the request is eligible for SLA Credit.
5.2. SLA Credit shall not exceed Ten Percent (10%) of the monthly pro-rata portion of any invoiced flat fees for the calendar month during which the Service Level Target was not achieved. If eligible, SLA Credit will be applied to the next monthly invoice for the associated Covered Service.
The following definitions apply to this SLA.
6.1. “Availability” means a percentage, calculated for a calendar month, as ((Total Monthly Time – Unavailability) / Total Monthly Time).
6.2. “Scheduled Downtime” means any period where Making Data Meaningful posts information of periods of downtime in advance, including periods of technical maintenance.
6.3. “Service Credit” means a credit approved by Making Data Meaningful, prorated for the Unavailability for a calendar month.
6.4. “Total Monthly Time” means the total number of minutes in the applicable calendar month.
6.5. “Unavailability” means the number of minutes in the applicable calendar month during which the Covered Service were unavailable for use and/or did not respond to a Valid API Request for all users. Neither Scheduled Downtime nor Exclusions are counted as minutes of “Unavailability”.
6.6. “Valid API Request” means a conforming API call from Customer’s application that, except for a downtime incident, would result in a non-error response.