SERVICE LEVEL AGREEMENT
Last revised: October 30, 2025
This Service Level Agreement (“SLA”) forms part of the Agreement between Smarty and the Subscriber. It sets forth the service availability commitments for the API Products delivered through Smarty’s cloud-hosted infrastructure and specifies the technical support services offered pursuant to the Subscription Services. This SLA applies to API Products under a valid subscription license as specified in a Sales Order. Smarty may update this SLA from time to time as new services are added. Capitalized terms not defined in this SLA have the meanings assigned in the Agreement.
1. SERVICE LEVEL DEFINITIONS
“Availability” (or “Uptime”) refers to the accessibility of an API Product by the Subscriber, during a given calendar month, calculated as 100% minus the percentage of the total minutes in which Unavailability occurred.
“Processing Latency” refers to the time taken for Smarty’s infrastructure to process a single API request, from the receipt of the request to the generation of a response and excluding any Public Network Delay.
“Public Network Delay” means the time required for data to travel across public or third-party networks not under Smarty’s control. This delay is excluded from SLA performance measurements.
“SLA Target Availability” means the committed minimum availability percentage for the API Product, calculated based on either five (5) minute consecutive intervals or monthly measurements, determined by the specific API Product.
“Unavailability” means any period during which the Subscriber is unable to access the API Product, excluding time attributable to planned maintenance, emergency maintenance, or Public Network Delay. Unavailability is measured in accordance with the applicable calculation method for the API Product either in consecutive five (5) minute intervals or on a monthly basis.
2. SERVICE AVAILABILITY COMMITMENT
Smarty is committed to delivering reliable, high-performing API Products, hosted in a resilient cloud environment designed for 24/7, year-round operation. Smarty will use commercially reasonable efforts to maintain the SLA Target Availability set forth below. API status reports are available at https://status.smarty.com/. Subscribers must register a valid contact to receive timely notifications regarding Availability, service incidents, and other status updates.
| API Products | Request Type | Response Time | Measurement Period | SLA Target Availability |
|---|---|---|---|---|
| US Street Address API | Single lookup | ≤ 500 ms | 5-minute interval | 99.98% |
| US Address Autocomplete API | Single lookup | ≤ 100 ms | 5-minute interval | 99.00% |
| US ZIP Code API | Single lookup | ≤ 250 ms | 5-minute interval | 99.90% |
| US Extract API | Each request | ≤ 2000 ms | 5-minute interval | 99.99% |
| US Reverse Geocoding API | Single lookup | ≤ 200 ms | 5-minute interval | 99.99% |
| International Street Address API | Single lookup | ≤ 1000 ms | 1-month period | 99.90% |
3. SERVICE LEVEL CREDIT
If the Availability of an API Product in a given calendar month falls below the SLA Target Availability (subject to any SLA exclusions), the Subscriber may be eligible for a service credit, provided that: (i) the Subscriber submits a written request to support@smarty.com within thirty (30) days after the end of the affected month; and (ii) Smarty confirms that the failure occurred during an active Subscription Term and is not excluded under this SLA.
Service Credit = (SLA Target Availability % – Actual Availability %) × Monthly Subscription Fee*
(*For annual plans the monthly Subscription Fee is calculated as one-twelfth (1/12) of the annual fee.)
Service credits apply to future invoices only, have no cash, and constitute the Subscriber’s sole and exclusive remedy for any failure to meet the service levels defined in this SLA.
4. SLA EXCLUSIONS
The service levels and availability commitments in this SLA apply only to performance issues within Smarty’s reasonable control. Smarty is not liable for failures to meet these commitments resulting from the following exclusions:
Maintenance: Planned maintenance (with 24-hours’ notice) and emergency maintenance necessary for security, performance, or stability.
Force Majeure: Events beyond either party’s reasonable control, including natural disasters, war, terrorism, labor disruptions, or utility outages.
Subscriber Issues: Misuse or unauthorized use of the API Products; issues related to Subscriber’s systems, users, software, hardware, or data; or failure to follow Smarty’s Documentation or recommended configurations.
Third-Party dependencies including failures or delays due to: Failures or delays caused by hosting providers, ISPs, external integrations, or public internet issues (e.g., DNS errors, connectivity loss).
Account Issues: Service suspension or termination due to nonpayment or other contractually permitted actions.
Non-Production or Unsupported Environments: Use of Free Trial, beta, QA, or other non-production or unsupported versions of the API Products.
Security Threats: Attacks such as denial-of-service (DoS) or similar security threats that impact Availability despite reasonable mitigation efforts.
Rate Limiting: Failure to manage API usage within the established rate limits.
Self-hosted Install: Any on-premises or self-hosted deployments (if applicable).
5. SYSTEMS OPERATIONS, MAINTENANCE, AND UPDATES
Smarty implements periodic updates to the Subscription Services, including cloud-hosted API Products, for the purposes of maintaining performance, enhancing security, and correcting known issues. These updates may include the installation of security patches, feature enhancements, and version upgrades. Updates may be deployed automatically, or, in certain cases, Subscribers may retain access to a prior version for a limited time. Smarty will notify customers of significant updates that could impact service usage or performance. Smarty will provide notice of significant updates that may materially impact service usage or performance.
To minimize service disruption and maintain service continuity, Smarty implements staggered deployment strategies, redundant data centers in geographically diverse locations, automated rollback mechanisms, and proactive monitoring for operational and security threats. Critical system data, including configurations and application-related information, is regularly backed up to ensure recoverability and system integrity. Smarty will use all reasonable endeavors to avoid downtime during update and maintenance activities.
6. TECHNICAL SUPPORT
As part of the Subscription Services, Smarty provides standard technical support to assist with the ongoing maintenance and performance of the Subscription Services. This section defines Smarty’s technical support obligations, including the processes for incident management, communication, and resolution. These support terms are established to ensure service continuity and facilitate timely resolution of technical issues throughout the Subscription Term.
Standard Support Hours: Monday through Friday, 7:00 a.m. to 5:00 p.m. (Mountain Time), excluding U.S. holidays.
Support Channels: Technical Support requests may be submitted via:
- Email: support@smarty.com;
- Telephone: +1 (801) 877-5778;
- Chat: https://www.smarty.com/contact/support
- Upgraded Support* 24x7 support telephone line
(*Upgraded Support tiers are available for purchase and specified in the Order.)
Self-Service Resources: Subscribers have 24/7 access to Smarty’s online knowledge base, including documentation, technical requirements, FAQs, and troubleshooting guides.
Scheduled Maintenance: Smarty will provide at least 24 hours advance notice for any scheduled maintenance expected to impact availability, communicated through the status page or other designated channels.
Incident Management: Issues are categorized by severity and handled in accordance with the response and resolution times outlined below. All incidents are tracked and assigned a reference number for status monitoring and communication. Subscribers will receive regular updates for active incidents until resolution. For issues that do not significantly impact functionality or performance, updates may be limited, and such tickets may be closed without further action if no resolution is planned.
Technical Support Incident Response and Target Resolution Times: Smarty will use commercially reasonable efforts to respond to support requests according to the severity level of the incident.
| Severity Level | Incident Descriptions | Initial Response Time | Target Resolution Time |
|---|---|---|---|
| Critical | API Completely Unavailable | 2 business hours | 4 business hours |
| High | Major Degradation or Partial Service Outage | 4 business hours | 1 business day |
| Medium | Functional Issue with Workaround | 1 business day | Next scheduled release, pending agreement |
| Low | Minor Issue, General Questions, or Feature Request | 2 business days | Best effort, no SLA |
7. DISCLAIMER AND MODIFICATIONS
This SLA sets forth Smarty’s service level objectives and support commitments and defines the Subscriber’s sole and exclusive remedies for any failure to meet them. Nothing in this SLA creates any express or implied warranties or additional obligations beyond those stated in the Agreement, nor does it guarantee uninterrupted or error-free service. This SLA applies only as expressly stated and does not modify the Agreement unless explicitly referenced.
This SLA is effective as of the version date indicated above. Each Sales Order is governed by the version of the SLA in effect as of the applicable start date. Renewals and additional orders are subject to the SLA version in effect at their respective start dates. Modifications to this SLA will not apply retroactively to existing Sales Orders unless agreed to in writing by both parties.