Service Credits

In the event the SLOs described below are not met, the Customer meets its obligations under this SLA, the Customer has been explicitly granted the right to claim services credits contractually, and the Customer can show their workflow operations were impacted by the service unavailability, the Customer is eligible to receive Service Credits.

Service Credits are calculated as a percentage of the Consumption Fees paid by the Customer for the days in the monthly billing cycle(s) that are part of the calendar month in which the SLO was not achieved, and in accordance with the schedule below.

API Operations with a Monthly Uptime Percentage of 98.5%:

  • Less than 98.5% but equal to or greater than 97.0%, Service Credit Percentage: 10%
  • Less than 97.0% but equal to or greater than 95.0%, Service Credit Percentage: 20%
  • Less than 95.0%, Service Credit Percentage: 30%

API Operations with a Monthly Uptime Percentage of 99.5%:

  • Less than 99.5% but equal to or greater than 97.0%, Service Credit Percentage: 10%
  • Less than 97.0% but equal to or greater than 95.0%, Service Credit Percentage: 20%
  • Less than 95.0%, Service Credit Percentage: 30%

Services with a Monthly Uptime Percentage of 99.9%:

  • Less than 99.9% but equal to or greater than 95.0%, Service Credit Percentage: 10%
  • Less than 95.0% but equal to or greater than 90.0%, Service Credit Percentage: 25%
  • Less than 90.0%, Service Credit Percentage: 50%

To receive Service Credit, customer must notify HERE by contacting HERE through the Support Portal within 30 days from the time the customer becomes eligible to receive a Service Credit and provide server and/or Data Client Library request log files showing service unavailability, dates and times of unavailability. Customer acknowledges and agrees that HERE will, in good faith based on the available information, assess and determine whether there was a failure to meet specified SLOs and if the customer is eligible for Service Credits.

Any Service Credits will be applied only against a future payment due from customer and will not entitle customer to any refund or other payment from HERE. Service Credits may not be transferred or applied to any other account. Service Credits are customer's sole and exclusive remedy for any unavailability of the HERE Platform in accordance with the terms of this SLA.

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