Service Availablity

For Location Services, HERE will operate the services on a 24x7 basis, 365 days per calendar year. HERE will use commercially reasonable efforts to maintain a target Service Availability per calendar month, as set out in the tables below:

Location Service Monthly Uptime Percentage
Maps 99.9%
Routing 99.9%
Geocoding 99.9%
Traffic 99.9%
Positioning 99.9%
Weather 99.9%
Fleet Telematics 99.9%
Search 99.9%
Transit 99.9%
Mobile SDKs (server components) 99.9%
Tour Planning 98.5%

For Cloud Services, Customers can create solutions with 98.5% or greater uptime using high-service-availability operations. Highly available solutions built on HERE Platform require both the Service Level Objective (SLO) supported operations described below, and active use case workflow monitoring and responsiveness by the Customer.

HERE will use commercially reasonable efforts to provide SLOs as set out in the tables below.

Operations Supporting APIs Monthly Uptime Percentage
Read operations on Versioned layers Blob API, Metadata API, Query API 99.5%
Write operations on Versioned layers Blob API, Publish API 98.5%*
Read operations on Volatile layers Volatile Blob API, Metadata API, Query API 99.5%
Write operations on Volatile layers Volatile Blob API, Publish API 99.5%
Read operations on Stream layers Stream API, Blob API 98.5%
Write operations on Stream layers Ingest API 98.5%
Create, Activate, and Cancel Pipelines Pipeline API v2 or newer (guarantees invocation but not the completion of the operation) 98.5%

Service Availability is calculated as the number of successful operational tests divided by the number of total operational tests for each calendar month, expressed as a percentage to two decimal places. HERE measures Service Availability based on HERE production logs and on commercial-grade web API monitoring tools deployed by HERE and run at no more than 5-minute intervals.

HERE reserves the right, at its sole discretion, to amend the monitoring methodology and tools.

*For versioned layers, the HERE Platform adheres to read-after-write consistency and uses a synchronous data replication process. The synchronous replication process means that writes to versioned layers are possible only when both primary and secondary regions are available. Therefore, if the customer chooses the multi-region option for a catalog with versioned layers, the SLO for write operations on versioned layers is reduced to 97% (two regions at 98.5% Service Availability equates to a combined Service Availability of 97% due to read-after-write consistency replication strategy).

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