Hexasoft Development Sdn. Bhd. (“IP2Location.io”) is committed to providing reliable, high-quality web services or Application Programming Interfaces (APIs) to support its customers. Providing you with consistent access to our services is a high priority for IP2Location.io and is part of the reason IP2Location.io makes commitments in the form of Service Level Agreements (SLAs) that provide certain rights and remedies regarding the availability and performance of IP2Location.io’s network and services. The SLA also aims to provide clarity for customers by outlining general guidelines and expectations for our working partnership.
This Service Level Agreement (SLA) section applies to you (“Customer”) if you have subscribed and paid for any of the commercial web services or APIs from IP2Location.io (the “Services”) and your account is current (i.e., not past due) with IP2Location.io. As used herein, the term “Service Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the Customers can access to the “Services”, as measured by IP2Location.io. This SLA excludes users under free plans.
| Service Availability | Credit Percentage |
|---|---|
| 99% to 100% | 0% |
| < 99% | 50% |
| < 90% | 100% |
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Service Availability caused by or associated with:
In order to receive additional credits, the Customer must make a request by sending an email message to support. Each request in connection with this SLA must include the Customer's name, email address, and the dates and times of the unavailability of Customer’s web service and must be received by IP2Location.io within ten (10) business days after Customer's web service was not available. If the unavailability is confirmed by IP2Location.io, additional credits will be applied in the next monthly cycle after IP2Location.io receipt of the Customer's credit request. Credits are not refundable and can be used only towards future billing charges.
Unless otherwise specified in the Terms of Use Agreement, IP2Location.io invoices for all services monthly in advance. Overage usages carry forward from the previous billing cycle, and payment is due upon receipt. Any services suspended due to non-payment may be subject to a reinstatement fee to restore services.
Each invoice will be deemed correct and indisputable unless the Customer disputes such invoice in writing, specifically identifying the disputed charges, within 30 days of issuance of the applicable invoice. All undisputed amounts on such invoices must be paid by the due date, regardless of the existence of any disputed amounts. Disputed amounts that IP2Location.io determines to be in error or not in compliance with a specific Terms of Use Agreement will be adjusted as a credit on a subsequent invoice. Any credit provided for disputed items or services will be for the original invoiced amount of the disputed item or service and will not exceed more than the value of 90 days of the disputed item or service. Research and credit for disputed charges will not extend beyond 90 days of historic data from the date of Customer notice. Any disputed amounts that IP2Location.io reasonably determines to be correct will be due and payable by the Customer upon notice of such determination.
IP2Location.io requires any cancellation of services to be done through the customer area in IP2Location.io’s website by the Customer. Customers will be liable for any normal monthly fees until services are canceled or downgraded with proper steps as outlined above.
Account credits are not refundable and can be used only towards future billing charges.
Additional or alternate terms and conditions may apply to individual Customers and Services as outlined in a specific Service Contract Agreement made between Customer and IP2Location.io at commencement of services. If present, please refer to the Service Contract Agreement for any additional or alternate terms and conditions. All terms and conditions outlined in this SLA are in effect for all Customers with the exception of specific terms or conditions that are countered in a signed Service Contract Agreement with IP2Location.io. Any modifications or exceptions contained in a Customer’s Service Contract Agreement only affect those specific terms and conditions with the remainder of this SLA in effect.
Note: IP2Location.io reserves the right to revise, amend, or modify this SLA and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted at https://www.ip2location.io/service-level-agreement.