Service Level Agreement

Effective Date: January 1, 2025  |  Version: 1.0

This Service Level Agreement ("SLA") forms part of the agreement between Localtonet ("Processor", "we", "our", "us") and the customer using Localtonet services ("Customer"). This SLA applies to all plans, including free and paid subscriptions, and defines the availability commitments, service credit terms, and support response targets for the Localtonet platform.

1. Definitions

The following terms have the meanings set out below throughout this SLA:

  • "Uptime" means the percentage of time during a calendar month in which the Localtonet platform is available and operational, excluding Scheduled Maintenance and Excluded Events.
  • "Downtime" means any period during which the platform is completely unavailable to the Customer due to factors within Localtonet's reasonable control, as confirmed by Localtonet's internal monitoring systems.
  • "Scheduled Maintenance" means planned service interruptions announced by Localtonet at least 24 hours in advance via status.localtonet.com or email notification.
  • "Service Credit" means a credit applied to the Customer's Localtonet account balance as compensation for a confirmed SLA breach.
  • "Excluded Events" means circumstances described in Section 4 of this SLA that are excluded from Downtime calculations.
2. Uptime Commitment

Localtonet commits to a monthly Uptime of 99.9% for the core tunneling and connectivity services. Uptime is calculated as follows:

Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

A 99.9% monthly uptime commitment corresponds to a maximum of approximately 43.8 minutes of unplanned Downtime per calendar month.

3. Excluded Events

The following events do not constitute Downtime and are excluded from SLA calculations:

  • Scheduled Maintenance communicated at least 24 hours in advance;
  • service interruptions caused by the Customer's own systems, software, configurations, or network infrastructure;
  • failures caused by third-party providers outside of Localtonet's direct control, including cloud infrastructure providers, DNS providers, or internet backbone failures;
  • attacks on the platform, including distributed denial-of-service (DDoS) attacks, where Localtonet is acting in good faith to mitigate the impact;
  • force majeure events, including but not limited to natural disasters, acts of government, pandemics, or widespread internet outages;
  • beta features, preview releases, or services explicitly marked as experimental or not production-ready;
  • free plan limitations that are not related to platform-wide availability, such as bandwidth throttling or connection limits per plan tier.
4. Support Response Times

Localtonet provides support via the in-app ticket system and by email at support@localtonet.com. Response time targets are based on incident severity as follows:

Severity Description Target Response
Critical Platform-wide outage or tunnels completely non-functional Within 2 hours
High Significant service degradation affecting the majority of users Within 8 hours
Medium Partial impact with a workaround available Within 24 hours
Low General questions, feature requests, or minor issues Within 72 hours

Response times are measured during business hours (Monday–Friday, 09:00–18:00 UTC). Localtonet will make reasonable efforts to respond outside these hours for Critical severity incidents.

5. Monitoring and Transparency

Localtonet maintains continuous monitoring of all core services and publishes real-time and historical availability data at status.localtonet.com. Customers may subscribe to incident notifications on that page.

In the event of a significant incident, Localtonet will post status updates at regular intervals until the issue is resolved. For Critical severity incidents, Localtonet will endeavor to publish a post-incident report within 5 business days of resolution.

6. Customer Responsibilities

To benefit from this SLA, Customer is responsible for:

  • maintaining a valid and active Localtonet account in good standing;
  • using the Services in accordance with the Localtonet Terms of Use;
  • submitting credit claims within the timeframe specified in Section 3;
  • providing sufficient information to allow Localtonet to investigate reported incidents.
7. Modifications to This SLA

Localtonet reserves the right to update this SLA at any time. Changes will be published on this page with an updated effective date. For material changes, Localtonet will provide at least 30 days' prior notice via email or in-app notification. Continued use of the platform following any update constitutes acceptance of the revised SLA.

8. Limitation

Service Credits described in this SLA represent the Customer's sole remedy for any failure by Localtonet to meet the uptime commitment. Nothing in this SLA limits or excludes any liability that cannot be excluded under applicable law. This SLA does not constitute a guarantee of uninterrupted service and does not override any limitation of liability set out in the Localtonet Terms of Use.

9. Contact

Questions regarding this SLA: support@localtonet.com

This SLA is incorporated by reference into the Localtonet Terms of Use and Data Processing Agreement. In the event of a conflict between this SLA and any other agreement, the terms of the main agreement shall prevail unless otherwise specified. Localtonet is operated by Localtonet.  |  Version 1.0  |  Effective January 1, 2025

support