Service credits
Important
The Service Credits described herein are available only if you have subscribed to the Advanced or Premium support level. For more information about support levels, see HERE Support Plans.
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%
If the following services do not meet their documented SLOs, Service Credits will be issued as described below:
| API | Credited Service(s) |
|---|---|
| Authentication & Authorization | Credits will be issued for the services consumed in combination with an authentication & authorization API request |
| Blob | Blob Storage |
| Config API | Blob Storage, Volatile Storage, Stream Storage, Stream TTL Storage, Metadata Storage, Data IO |
| Index | Metadata Storage |
| Ingest | Stream Storage, Stream TTL |
| Interactive Map | Interactive Map Storage, Interactive Map IO |
| Metadata & Query | Metadata Storage |
| Monitoring and Alerting (not an API) | Compute Core, Compute RAM, Pipeline IO, Log Search IO |
| Pipeline (v2) | Compute Core, Compute RAM, Pipeline IO |
| Publish | Metadata Storage AND/OR Volatile Storage |
| Stream | Stream Storage, Stream TTL |
| Volatile Blob | Volatile Storage |
To receive a Service Credit, the 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. The 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 the Customer and will not entitle the Customer to any refund or other payment from HERE. Service Credits may not be transferred or applied to any other account. Service Credits are the Customer's sole and exclusive remedy for any unavailability of the HERE platform in accordance with the terms of this SLA.
Updated 2 months ago