Services for Enterprise customers are guaranteed to be available and responsive 99.9% of the time. If we don't meet this guarantee you are eligible for a service credit as described below. Check our Status page for a history of our reliability.
This Enterprise Service Level Agreement only applies if your enterprise contract with us specifically references this Service Level Agreement. The Mapbox APIs used by you within the limits set forth in your plan or Order (including any Overages), will be available 99.9% of the time every month. If we do not meet this guarantee, you will be eligible to receive a Service Credit as described below.
An API will be considered unavailable when it is inaccessible during two or more consecutive 90-second intervals. If an API is accessible in some regions but not others, availability for the API for the relevant time period will be calculated as the fraction of your API requests that are failing worldwide. Uptime in a month will be calculated across APIs based on the uptime of each individual API you use during the month, weighted by the fraction of all your API requests accounted for by each API during that month. For purposes of this guarantee, a "month" means a calendar month.
Service credits are calculated as a percentage of the total charges you owe us for services each month, or your annual fee divided by 12, as follows:
(across all APIs) per month
100% - 99.9% - 0% Credit Amount
99.89% - 99% - 10% Credit Amount
Less than 99% - 25% Credit Amount
To receive a credit, you must contact us within 30 days following the end of the unavailability via email at firstname.lastname@example.org and include the dates and times of unavailability. If we confirm that the uptime percentage in a month covered by your request is below 99.9%, we will issue you the service credit. Service credits (i) may be applied to any future invoice issued by us to you (including renewals, subsequent orders and overages), (ii) cannot be exchanged for, or converted to, monetary compensation, and (iii) will expire if not used within twelve months of being issued. The maximum service credit that we will issue for downtime in a month is 25% of the fees you otherwise owe us for that month.
This Service Level Agreement is your sole and exclusive remedy (and our sole liability) for unavailability of our Services.
A period of unavailability is excluded from the service level guarantee, and will not count towards unavailability calculations for purposes of service credits, if: