Service Level Agreement

The Service Level Agreement (SLA) covers a guarantee by Position-lab to its clients of a certain standard of service applying to our static data. Read our SLA for the details and conditions.
Server uptime:99.5%
Average speed of transfer:< 1 second
Support quality metrics:call answer < 20 sec
mail answer < 24 hour

1. SLA variation per premium account

The SLA is divided into different factors. With certain levels of premium benefitting from the different factors of SLA. The full documentation of the SLA metrics can be found in each SLA section in this document.


Server uptime:Developer, Business, Gold Business
Average speed of transfer:Developer, Business, Gold Business
Support quality metrics:Gold Business

a. Server uptime

Our SLA guarantees you an average monthly server uptime of 99.5% of our static data (our current average is 99.98%)

b. Average speed of data transfer

Our SLA guarantees an average speed of data transfer of less than 1 second with the exception of dynamic data or large batches of data which include multiple strings. To identify all the data types within our database, visit our full list of API.

c. Support quality metrics:

Phone answering speed:
Our 24/7 department will guarantee a monthly average phone answering speed of under 20 seconds. This applies only to legitimate phone calls. Any attempt to bypass this metric by placing a large number of phone calls as spam will allow us to recalculate and ignore these calls in our metric.

E-mail response time:
All our departments guarantee a monthly average email response time of under 24 hours after receiving the email. This applies only to legitimate emails. Any attempt to bypass this metric by sending a large number of emails as spam or duplicate emails will allow us to recalculate and ignore these emails in our metric.

2. In case of breach of SLA

In the event that you feel our SLA has been breached, you must contact the quality control department directly at support@position-lab.com. The following information is required when communicating about a breach in SLA.

  1. Your contact information;
  2. Information of the breach of SLA;
  3. Proof of the breach of SLA.

The liability of Position-lab means that we will give data credit for each paid month in which the SLA was not met. The credit will be added to your account within a 30 day period after we have established the validity of the breach.

3. Investigation

After the initial information is provided to us, Position-lab is permitted a period of 60 days to investigate the breach and the information provided. We may at any time request further information to help us investigate. You must provide this within a reasonable amount of time. Delay due to missing information will be added on top of the 60 days investigation period.

4. Limit of liability

To the extent permitted by law, the total liability of Position-lab, and it’s suppliers and distributors, for any claim under the terms, including for any implied warranties, is limited to the amount you paid us to use the applicable APIs during the months giving rise to the liability.

In all cases, Position-lab, and it’s suppliers and distributors, will not be liable for any expenses, loss, or damage.