HERE SLA exclusions and limitations

The HERE SLA does not apply to:

• Data quality, freshness or other data guarantees other than the ability to read and write it as described above.
• New Data or Pipeline API operation Requests that were configured in workflows and started during operation downtimes.
• APIs not covered by the SLO commitment.
• Any item not defined in this document.
• China and South Korea regions.
• API Requests against Volatile layers which have redundancy configured as “single-instance”.
• API Requests against catalogs under Evaluation subscription.
• Equipment or functionality, e.g., internet connectivity, underlying cloud infrastructure, which is outside of the sole control of HERE as reasonably proven by HERE.
• Incidents created by Customer error or omission.
• Use which does not comply with HERE specifications or the Agreement, or Force Majeure events.
• Service integrations not complying with the basic operational guidelines stated in these terms.
• Invalid Requests, including but not limited to Requests which are throttled, or when quotas are applied.
• Pipeline Service Availability does not guarantee:
  • The completion of the requested pipeline operation within a certain period of time (Pipeline Service Availability guarantees the acceptance of the pipeline operation Request).
  • The uptime of a running pipeline or the uptime of the underlying technologies used by a running pipeline. HERE will make commercially reasonable efforts to protect its assets and services against threats and attacks that could impact Service Availability. In case of a large-scale attack, HERE might not be able to maintain Service Availability at expected levels and reserves the right to claim such an event as non-SLA impacting.