Service Level Agreement
Last updated: 10/27/2025
1. Service Availability
IPDrift commits to maintaining the following service levels:
Uptime Commitment
- Free Plan: 99.0% monthly uptime
- Pro Plan: 99.5% monthly uptime
- Enterprise Plan: 99.9% monthly uptime
Response Time
- Free Plan: < 500ms average response time
- Pro Plan: < 200ms average response time
- Enterprise Plan: < 100ms average response time
2. Service Credits
If we fail to meet our uptime commitments, eligible customers will receive service credits:
| Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 5% credit |
| 95.0% - 99.0% | 25% credit |
| Below 95.0% | 50% credit |
3. Exclusions
Service level commitments do not apply during:
- Scheduled maintenance windows (announced 24 hours in advance)
- Emergency maintenance (announced as soon as possible)
- Force majeure events
- Customer-caused issues or misconfigurations
- Third-party service outages
4. Support Response Times
Free Plan
- Email support: 48-72 hours
- Community support: Best effort
Pro Plan
- Email support: 24 hours
- Priority support queue
- Advanced analytics access
Enterprise Plan
- 24/7 phone and email support
- Dedicated account manager
- Custom SLA terms available
- On-site support (if applicable)
5. Data Accuracy
IPDrift strives to provide accurate geolocation data, but we cannot guarantee 100% accuracy due to the nature of IP geolocation technology. We commit to:
- Country-level accuracy: 99.5%
- City-level accuracy: 85%
- Regular database updates
- Continuous accuracy monitoring
6. Security
We maintain industry-standard security measures:
- HTTPS encryption for all API communications
- Regular security audits and penetration testing
- Data encryption at rest and in transit
- Access controls and monitoring
7. Contact Information
For SLA-related questions or to claim service credits, please contact us at malviya.sugam@gmail.com