Service Level Agreement

Last updated: February 7, 2026

This Service Level Agreement ("SLA") describes the uptime commitment that Geol.ai provides to customers with an active paid subscription. Capitalized terms not defined herein have the meanings set forth in the Master Subscription Agreement available at /terms.

1. Definitions

  • "Downtime" means a period during which the Geol.ai platform is inaccessible or materially nonfunctional due to Geol.ai's software or infrastructure, excluding Exceptions.
  • "Downtime Minutes" means the total number of non-overlapping minutes of Downtime within a calendar month, as measured by Geol.ai's monitoring systems.
  • "Exception" means any unavailability caused by: (a) internet connectivity issues beyond Geol.ai's control; (b) failures of third-party services or infrastructure not operated by Geol.ai; (c) scheduled maintenance windows communicated at least 24 hours in advance; (d) emergency security patches or incident response; (e) outages of third-party AI platforms (OpenAI, Anthropic, Google Gemini) used for analysis; or (f) services designated as Trial or Beta.
  • "Monthly Uptime Percentage" means (Total Minutes − Downtime Minutes) ÷ Total Minutes × 100, calculated on a calendar-month basis.
  • "Total Minutes" means the total number of minutes in the applicable calendar month.

2. Uptime Target

Geol.ai will use commercially reasonable efforts to maintain a Monthly Uptime Percentage of at least 99.9% for the Geol.ai platform during each calendar month.

This target applies to the core Geol.ai web application and API endpoints. It does not apply to services designated as Exceptions above.

3. Service Credits

If Geol.ai fails to meet the 99.9% Monthly Uptime Percentage in any calendar month, affected customers are eligible for Service Credits as follows:

Monthly Uptime PercentageService Credit
< 99.9% but ≥ 99.0%5% of monthly Fees
< 99.0% but ≥ 95.0%7% of monthly Fees
< 95.0%10% of monthly Fees

Service Credits are calculated as a percentage of the monthly subscription fees paid by the customer for the affected month. Service Credits are the sole and exclusive remedy for any failure to meet the uptime target.

4. Service Credit Requests

To request a Service Credit, the customer must email hello@geol.ai with the subject line "Service Credit Request" within 30 calendar days following the end of the month in which the Downtime occurred.

The request must include:

  • The dates and approximate times of the Downtime events
  • A description of the impact on the customer's use of the platform
  • Any supporting evidence such as screenshots or error logs

Geol.ai will review the request and, if confirmed, apply the applicable Service Credit to the customer's next invoice. Service Credits may not be redeemed for cash and may not exceed the total fees paid for the affected month.