Woolpert makes reasonable commercial effort to provide the following Service Level Agreements (SLAs) to customers. Note that all SLAs are calculated on a monthly basis:
- Uptime of 95% based on extended business hours.
- Woolpert has no control over the network or other system availability beyond our API front end. We monitor continuously, but customers may experience 'downtime' that is beyond Woolpert's control or influence. For example, if a customer's own internet connection is intermittent or down, that will not affect Woolpert's assessment of uptime. Customers should always open a support ticket in either case, so we can help diagnose the problem.
- Latency for tile delivery latency of 500ms at the 95th percentile.
- This is calculated from the time that Woolpert receives the request for a tile to the time it leaves our system. It cannot, by definition, include any inbound or outbound network or other latency incurred by customer or public network transmission during the roundtrip.