Service Level & Support Agreement (SLA)

This Service Level Agreement (“SLA”) describes the uptime targets and support standards provided by Taptic Data, LLC (“Taptic Data,” “we,” “us,” or “our”) to customers (“you,” “your”) using our platform and hosted services (“Service”).

1) Service Availability

Taptic Data strives to maintain 99.5% uptime on a monthly basis. Uptime is measured as the percentage of total minutes during which the core application and API endpoints are available to authenticated users, excluding:

  • Scheduled maintenance (with at least 24 hours’ notice)
  • Outages caused by third-party providers (e.g., AWS, Stripe, Firebase)
  • Events outside Taptic Data’s reasonable control (force majeure)

2) Maintenance Windows

Routine maintenance is performed during low-traffic windows and announced in advance via email or our status communications. Critical security patches may be applied without prior notice if risk requires it.

3) Support Channels

  • Email Support: support@tapticdata.com
  • Hours: Monday–Friday, 9:00 a.m.–6:00 p.m. CST (excluding U.S. holidays)
  • Response Targets: within 1 business day for Standard; within 4 hours for Professional & Enterprise

4) Incident Management

For service disruptions, customers are notified via in-app banners and/or email updates. Post-incident summaries outlining root cause and remediation steps are shared within 48 hours of resolution for high-severity incidents.

5) Service Credits

If uptime falls below 99.0% in a calendar month (excluding the exceptions above), customers may request a pro-rated service credit equal to 10% of that month’s subscription fee. Credits apply to future invoices and must be requested within 30 days of the incident month. Credits are not refunds and are the sole remedy for failure to meet uptime targets.

6) Limitations

This SLA does not cover free or trial accounts, beta features, third-party services not operated by Taptic Data, or issues caused by your networks, configurations, or data sources. Excessive or abusive usage may be throttled to protect overall service stability.

7) Updates to This SLA

We may revise this SLA periodically to reflect operational changes or support improvements. Updates take effect upon publication at tapticdata.com/legal/sla.

Effective Date: November 2025