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This document describes COLA Cloud’s service level commitments for paid subscribers (Starter, Pro, and Data License tiers). Free tier users receive best-effort service without SLA guarantees.

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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.

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Remedies

Monthly UptimeCredit
99.0% – 99.5%10% of monthly fee
95.0% – 99.0%25% of monthly fee
Below 95.0%50% of monthly fee
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.

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Data Freshness

Target: Weekly incremental updates
CommitmentDetail
New COLA recordsAvailable within days of TTB publication
EnrichmentsApplied to new records within one week
Data license deliveryWeekly incremental updates, delivered by end of day Monday
If 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.

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Support Response Times

TierChannelInitial Response
FreeEmail onlyBest effort
StarterEmail2 business days
ProEmail1 business day
Data LicenseEmail + scheduled calls1 business day
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.

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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

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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

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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