Service Level Agreement
Last updated: April 1, 2026
This Service Level Agreement ("SLA") applies to the PlaceProfile.us service operated by SiliconIslands AB and forms part of your Terms of Service.
1. Uptime Commitment
PlaceProfile targets 99.9% monthly uptime for venue profile pages. Uptime is measured as the percentage of time the Service is available and responding to requests during a calendar month.
2. What Counts as Downtime
Downtime is defined as any period where venue profile pages return HTTP 5xx errors or are unreachable for more than 5 consecutive minutes, as measured by our monitoring systems.
The following are excluded from downtime calculations:
- Planned maintenance (see Section 3)
- Force majeure events
- Issues caused by the Customer's equipment or connectivity
- DNS propagation delays outside our control
- Third-party service outages (e.g., Cloudflare, Stripe)
3. Planned Maintenance
Planned maintenance will be:
- Scheduled during low-traffic hours (02:00 - 06:00 CET)
- Announced at least 48 hours in advance via email
- Limited to no more than 4 hours per month
Venue profile pages will remain accessible during most maintenance windows. We will notify you if a maintenance event requires full service unavailability.
4. Incident Response
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable | 1 hour |
| High | Major feature unavailable (e.g., dashboard) | 4 hours |
| Medium | Minor feature issue, workaround available | 1 business day |
| Low | Cosmetic issues, feature requests | 5 business days |
5. Support
Support is available via email at [email protected] during business hours (09:00 - 17:00 CET, Monday through Friday, excluding Swedish public holidays).
6. Service Credits
If monthly uptime falls below the 99.9% target, Customers may request a service credit:
- 99.0% - 99.9%: 10% credit on that month's fee
- 95.0% - 99.0%: 25% credit on that month's fee
- Below 95.0%: 50% credit on that month's fee
Service credits must be requested within 30 days of the end of the affected month. Credits are applied to future invoices and are not redeemable for cash.
7. Changes to This SLA
We will notify you of material changes at least 30 days before they take effect.
8. Contact
SiliconIslands AB
Sweden
Email: [email protected]