Schedule A: Service Level Agreement (SLA)

Last updated 03/19/2026

1. Service Availability Commitment

Map Ranks Pro, LLC ("Company") is committed to providing a reliable search environment. We commit to a 98% Monthly Service Availability for the ChamberSearch™ Engine infrastructure (exclusive of Scheduled Maintenance and Excluded Downtime).

2. Measurement & Calculation

  • 2.1 Calculation Formula: Monthly Service Availability is calculated as: (Total Minutes in Month – Validated Downtime Minutes) / Total Minutes in Month

  • 2.2 Precision & Time Basis: Availability percentages will be rounded to the nearest tenth of a percent. All time calculations and maintenance windows are based on U.S. Central Time.

  • 2.3 Source of Truth: "Validated Downtime Minutes" are defined as minutes of Service Downtime as determined solely by Map Ranks Pro based on our internal monitoring systems and server logs. These records shall be the final authority in any dispute regarding service credits.

  • 2.4 Core Infrastructure: This SLA applies only to the core application infrastructure controlled by Map Ranks Pro. It does not apply to the performance of the Partner’s own website (e.g., Squarespace or WordPress) where the Engine is embedded.

3. Definitions & Exclusions

  • 3.1 Service Downtime: Defined as a period where the ChamberSearch™ Engine is completely inaccessible for User login or search queries due to a failure in the core application infrastructure.

  • 3.2 Excluded Downtime (Does NOT count as Downtime):

    • Third-Party API Failures: Any interruption or data degradation caused by external platforms, including but not limited to Google Maps, Apple Maps, Bing, or Data Axle.

    • Hosting Provider Outages: Regional or global outages of third-party infrastructure providers (e.g., Cloudflare, Supabase, or AWS).

    • AUP Violations: Any downtime resulting from the Company’s suspension of the Partner or a Member due to a violation of the Acceptable Use Policy (AUP).

    • Force Majeure: Any failure caused by acts of God, war, pandemics, or large-scale internet/telecommunications failures beyond the Company’s control.

4. Maintenance Windows

  • 4.1 Scheduled Maintenance: Occurs between 12:00 AM and 5:00 AM Central Time. We will provide at least 48 hours' notice via the administrative dashboard or email for major updates. This time is excluded from all uptime calculations.

  • 4.2 Emergency Maintenance: Company reserves the right to perform immediate security patches or emergency fixes. We will use commercially reasonable efforts to notify the Partner, but such maintenance is excluded from downtime calculations.

5. Service Credits

If the 98% Monthly Service Availability commitment is not met, the Partner is eligible for a Service Credit to be applied to the following month’s Monthly Maintenance Fee:

  • 95.0% - 97.9% Availability: 5% credit of the Monthly Maintenance Fee.

  • Below 95% Availability: 10% credit of the Monthly Maintenance Fee.

Credit Terms:

  • Credits are not cash refunds; they are applied to future service invoices.

  • Credit Cap: Total cumulative credits shall not exceed 15% of the total Maintenance Fees in any rolling three (3) month period.

  • Credits must be requested in writing within seven (7) days of the end of the month in which the downtime occurred.

  • Partners with accounts more than 15 days past due are ineligible for credits.

6. SLA Suspension & Limitations

  • 6.1 Suspension: This SLA and all associated credits are automatically suspended during any period in which the Partner is in breach of the Terms of Service, including non-payment or AUP violations.

  • 6.2 Exclusive Remedy: The Service Credits outlined here are the Partner’s sole and exclusive remedy for any service interruption. Map Ranks Pro, LLC shall have no further financial liability for downtime as defined in Section 7 of the Terms of Service.

  • 6.3 Governing Document: This Schedule A is subject to and governed by the Map Ranks Pro Terms of Service. In the event of a conflict, the Terms of Service shall prevail.