API & Web Application Availability
Target: 99.5% monthly uptime Uptime is measured as the percentage of minutes in a calendar month during which the COLA Cloud API and web application are available and responding to authenticated requests. Exclusions: Scheduled maintenance (announced 48 hours in advance), force majeure events, and outages caused by third-party infrastructure providers are excluded from uptime calculations.Remedies
Credits are applied to the next billing cycle upon written request within 30 days of the incident. Credits do not exceed 50% of the monthly fee and are not redeemable for cash.
Data Freshness
Target: Weekly incremental updatesIf COLA Cloud fails to deliver updates for 30 consecutive days for reasons within its control, Data License customers may request a pro-rata credit for the affected period.
Support Response Times
Business hours: Monday – Friday, 9 AM – 6 PM Pacific Time, excluding U.S. federal holidays.
Scope: Support covers questions about data content, API usage, delivery issues, and account management. COLA Cloud does not provide support for customer-side integration, data modeling, or application development.
Incident Communication
- Outages and maintenance will be communicated via email to affected customers
- Post-mortems for incidents exceeding 4 hours of downtime will be provided within 5 business days
Data Retention After Termination
Upon termination of a subscription:- API access is revoked immediately
- Snowflake data shares are removed within 7 business days
- S3 export access is revoked within 7 business days
- COLA Cloud retains no obligation to store or deliver customer-specific data after termination
Changes to This SLA
COLA Cloud may update this SLA with 60 days’ written notice. Continued use of the service after the effective date of changes constitutes acceptance.Questions? Contact help@colacloud.us