This Service Level Agreement ("SLA") describes the standard operational service commitments provided by Spatial Guide Private Limited ("Spatial Guide", "we", "our", or "us") for its hosted software platforms, cloud services, APIs, mobile applications, Artificial Intelligence services, digital twin technologies, and other subscription-based offerings (collectively, the "Services").
The purpose of this SLA is to establish a common understanding regarding service availability, operational support, incident response, planned maintenance, service management, and the respective responsibilities of Spatial Guide and its Customers. This SLA is intended to provide transparency into our operational practices while supporting our Customers' business continuity and service planning requirements.
This SLA forms part of the commercial relationship between Spatial Guide and its Customers and should be read together with the applicable Subscription Agreement, Terms of Service, Order Form, Statement of Work, Data Processing Addendum, and any other contractual documents governing the Services. Where a separately negotiated enterprise agreement contains service commitments that differ from those described in this document, the terms of the enterprise agreement shall prevail to the extent of any inconsistency.
Scope
This SLA applies to Spatial Guide's cloud-hosted Services that are actively covered by a valid subscription or commercial agreement.
Certain Services, including professional services, consulting engagements, implementation projects, customer-managed deployments, beta features, proof-of-concept environments, preview functionality, or Services explicitly identified as non-production environments, may not be subject to the commitments described in this SLA unless expressly agreed in writing.
Service commitments may also vary depending upon the applicable subscription tier, enterprise support package, dedicated infrastructure arrangements, or other commercial agreements negotiated between Spatial Guide and the Customer.
Service Availability
Spatial Guide is committed to providing reliable and continuously available Services that support the operational requirements of our Customers. We design and operate our production environments using commercially reasonable engineering practices intended to promote availability, resilience, scalability, and operational continuity.
Unless otherwise specified in a separate written agreement, Spatial Guide targets a Monthly Uptime Percentage of 99.9% for production cloud services.
Service availability is generally measured over a calendar month and reflects the percentage of time during which the core production Services remain available for normal customer use. Availability measurements exclude periods during which Services are unavailable due to scheduled maintenance, emergency maintenance necessary to protect security or service integrity, force majeure events, failures of customer-controlled infrastructure, internet connectivity issues outside Spatial Guide's reasonable control, third-party service disruptions beyond our reasonable control, Customer misconfigurations, or suspension resulting from violations of applicable agreements.
While every reasonable effort is made to achieve the stated availability target, no technology platform can guarantee uninterrupted operation under all circumstances. Our objective is to continually improve operational resilience while minimizing the frequency and duration of unplanned service interruptions.
Operational Support
Spatial Guide maintains operational support processes intended to assist Customers with the effective use of the Services and to respond to incidents affecting production environments.
Standard support is generally provided during published business hours applicable to the Customer's support plan. Enterprise Customers may receive enhanced support services, including extended support hours, priority response objectives, designated technical contacts, proactive operational reviews, or other services as described in their applicable commercial agreements.
Customers are encouraged to report production issues promptly using the support channels designated by Spatial Guide. To facilitate efficient investigation, support requests should include sufficient information describing the affected Service, the nature of the issue, relevant timestamps, user identifiers where appropriate, error messages, and any other information reasonably necessary to reproduce or investigate the reported issue.
The quality and timeliness of Customer-provided information may influence the efficiency with which support requests can be investigated and resolved.
Incident Classification
Spatial Guide maintains operational procedures for evaluating reported issues according to their potential impact on Customers and the Services. Incidents are generally classified based upon the severity of their operational impact, the scope of affected functionality, the number of impacted users, the availability of workarounds, and the urgency of restoration activities.
Incidents that result in complete loss of production service, significant service degradation affecting multiple Customers, or confirmed security events affecting critical production systems receive the highest operational priority and are addressed through expedited incident response procedures.
Issues affecting significant business functionality but for which reasonable workarounds remain available are generally assigned a lower operational priority, while cosmetic defects, documentation questions, enhancement requests, or usability improvements are handled through normal product management and support processes.
Spatial Guide continually evaluates incident priorities throughout the lifecycle of an investigation and may adjust classifications as additional information becomes available.
Target Response Objectives
Although actual response times may vary depending upon the nature of an incident, Spatial Guide generally seeks to achieve the following initial response objectives for production support requests:
Critical production incidents are typically acknowledged within one (1) hour of receipt and receive continuous attention until service stability is restored or an acceptable mitigation has been implemented.
High-priority incidents affecting significant functionality are generally acknowledged within four (4) business hours.
Standard operational issues, configuration questions, and non-critical functionality concerns are generally acknowledged within one (1) business day.
General inquiries, documentation requests, feature suggestions, and low-priority matters are generally acknowledged within two (2) business days.
These response objectives represent operational targets rather than contractual guarantees and may vary depending upon Customer support plans, public holidays, force majeure events, or exceptional operational circumstances.
Planned Maintenance
To maintain the reliability, performance, security, and long-term stability of the Services, Spatial Guide periodically performs planned maintenance activities. Such maintenance may include software updates, infrastructure upgrades, security improvements, database optimization, capacity expansion, operating system maintenance, or other operational activities necessary to support the continued delivery of the Services.
Where reasonably practicable, planned maintenance is scheduled during periods expected to minimize customer impact. Advance notice is generally provided for maintenance activities that are anticipated to result in material service interruption, except where immediate action is required to address security vulnerabilities, critical operational risks, or other urgent circumstances.
Emergency maintenance may be performed without prior notice where necessary to preserve the security, integrity, availability, or lawful operation of the Services.
Business Continuity and Disaster Recovery
Spatial Guide maintains business continuity and disaster recovery procedures intended to support the restoration of Services following significant operational disruptions.
Our recovery planning considers a variety of scenarios, including infrastructure failures, cybersecurity incidents, cloud service disruptions, telecommunications outages, utility failures, natural disasters, and other events that may materially affect service availability.
Production environments may incorporate automated backups, infrastructure redundancy, geographically resilient architectures, and documented recovery procedures appropriate to the applicable Service. Recovery objectives may vary depending upon the specific product, subscription plan, infrastructure architecture, and contractual commitments agreed with individual Customers.
Where target Recovery Time Objectives (RTOs) or Recovery Point Objectives (RPOs) have been contractually agreed, those commitments will be documented within the applicable commercial agreement rather than this general SLA.
Customer Responsibilities
The effective delivery of cloud services depends upon cooperation between Spatial Guide and its Customers. Customers are responsible for maintaining accurate administrative contact information, promptly reporting service incidents,
protecting authentication credentials, implementing appropriate user access controls, maintaining compatible internet connectivity, securing endpoint devices, configuring integrations appropriately, and providing reasonable assistance during incident investigations.
Customers are also responsible for ensuring that their own technology environments, third-party integrations, organizational policies, and operational procedures do not materially interfere with the availability or proper functioning of the Services.
Failure to provide timely information or reasonable cooperation during incident investigations may affect Spatial Guide's ability to diagnose issues or achieve the response objectives described in this SLA.
Service Exclusions
The commitments described in this SLA do not apply to service interruptions or performance issues resulting from circumstances outside Spatial Guide's reasonable control. These circumstances include, but are not limited to, failures of Customer-controlled infrastructure, internet service provider disruptions, unsupported third-party software, unauthorized modifications, Customer-developed customizations, misuse of the Services, violations of applicable agreements, beta or preview functionality, force majeure events, or failures arising from systems that are not owned or operated by Spatial Guide.
Professional services engagements, implementation projects, training services, consulting activities, customer-managed deployments, and proof-of-concept environments are also excluded from this SLA unless expressly stated otherwise in a written agreement.
Service Credits
Unless expressly agreed in a separately negotiated enterprise agreement, Spatial Guide does not provide automatic financial service credits based solely upon service availability measurements.
Enterprise Customers may negotiate customized service credit arrangements, enhanced operational commitments, dedicated support services, or alternative performance metrics as part of their commercial agreements where appropriate.
Changes to this Service Level Agreement
Spatial Guide may periodically update this Service Level Agreement to reflect changes in operational practices, technological advancements, service offerings, customer requirements, or business operations.
Updated versions of this SLA will be made available through our website or otherwise communicated to affected Customers. Material changes will generally apply prospectively unless otherwise required by law or agreed in writing.
Contact Us
Questions regarding this Service Level Agreement or requests relating to operational support may be directed to:
Spatial Guide Private Limited
Email: contact@spatial.guide
Website: https://www.spatial.guide
Enterprise Customers should continue to use the support contacts and escalation procedures specified in their applicable Subscription Agreement, Order Form, or Enterprise Support Agreement.