Service Level Agreement

• Explorer (free) — no uptime commitment, no service credits
• Solo Dev — no uptime commitment, no service credits
• Starter — 99.5% monthly uptime
• Growth — 99.9% monthly uptime
• Scale — 99.99% monthly uptime
• Enterprise — Custom SLA

This SLA applies only while your account is in good standing and not suspended or in arrears. It is a commitment to the Customer only and confers no rights on the Customer’s end users.

Aviation add-on subscriptions are measured separately. Availability of the live aviation stream is monitored independently and reported on our public status endpoint against its own target; that figure measures whether the stream was reachable and returning data, and is subject in full to Section 2 below and to Section 16 of the Terms of Service.

Uptime measures the availability of the production API endpoints — whether a correctly formed, authenticated request receives a non-5xx response. It is measured monthly on a rolling 30-day basis from our own monitoring.

It does not measure the accuracy, completeness, coverage, freshness or usefulness of the data returned. In particular, and without limiting Section 16 of the Terms of Service: a gap in aviation observational coverage, an aircraft that is not transmitting, a place record that is out of date, an AI answer that is wrong, a moderation result that is a false negative, or a travel price that has changed at the supplier is not an outage and does not give rise to a service credit.

The following are excluded from the uptime calculation:

• Force majeure events as defined in the Terms of Service;
• Scheduled maintenance announced at least 48 hours in advance, and emergency maintenance necessary for security;
• Failure, degradation, rate limiting or withdrawal of a third-party supplier, data feed, inference provider or travel inventory source;
• Beta, preview, experimental and “coming soon” features;
• AI, transcription and translation endpoints, whose latency and capacity depend on inference hardware and which are provided on a best-effort basis unless separately agreed;
• Streaming endpoints, where disconnection results from a slow consumer, a connection limit, or the Customer’s network;
• Issues caused by the Customer’s own code, configuration, credentials, quota exhaustion, or requests that exceed published rate limits;
• Suspension or throttling applied under the Terms of Service;
• Attacks, including denial-of-service, and internet or network conditions outside our reasonable control.

If uptime falls below your tier’s target in a measurement period:

• 10% service credit if the target is missed
• 25% service credit for severe outages (4+ hours)

Credits are calculated on the monthly subscription fee for the affected plan, exclusive of usage charges, taxes and add-on subscriptions, and are issued as credit against future invoices. Credits are not refundable in cash and have no cash value.