Legal
Service Level Agreement
Last updated: 2026-06-02
This SLA describes TaxQL's contractual commitments for service availability, support response, and how we remediate when we miss a target. It applies to paid subscriptions; trial accounts are provided as best effort.
See our Terms of Service for the broader contract; this SLA is incorporated by reference.
1. Service Availability
We commit to the following monthly uptime percentages for the TaxQL API ("the Service"), measured as Total Available Minutes divided by Total Minutes in the calendar month, excluding the Exclusions described in Section 4.
| Tier | Monthly uptime commitment |
|---|---|
| Trial | Best effort (no commitment) |
| Launch | 99.5% |
| Business | 99.5% |
| Pro | 99.9% |
| Pro+ | 99.9% |
| Enterprise | As specified in the customer's Order Form (typically 99.95%) |
2. Service Credits
If we fail to meet the applicable uptime commitment in a calendar month, you are eligible for a Service Credit as follows:
| Actual monthly uptime | Service credit |
|---|---|
| Between 99.0% and the commitment | 10% of monthly fees |
| Between 95.0% and 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees + right to terminate without penalty |
Service Credits are applied as a credit against your next monthly invoice. Total credits in any month will not exceed 100% of that month's fees.
3. Support Response Times
We respond to support requests submitted to support@taxql.com within the windows below. "Response" means a real human acknowledging and beginning to investigate your issue, not necessarily a resolution.
| Tier | Response time (business hours) |
|---|---|
| Trial | Best effort, no commitment |
| Launch, Business, Pro | Within 1 business day |
| Pro+ | Within 4 business hours |
| Enterprise | As specified in the customer's Order Form |
Business hours are 9am–6pm Eastern Time, Monday–Friday, excluding U.S. federal holidays. Security disclosures (security@taxql.com) are monitored 7 days a week with response within 24 hours regardless of tier.
4. Exclusions
The following are excluded from uptime calculations and do not qualify for Service Credits:
- Scheduled maintenance, announced at least 48 hours in advance via the status page (see Section 7)
- Force majeure events (natural disasters, declared emergencies, government actions)
- Outages caused by your action or inaction (invalid credentials, exceeding rate limits, sending malformed requests)
- Outages caused by third-party services outside our reasonable control (DNS providers, ISPs, upstream payment processors)
- Trial accounts (no SLA commitment)
- API endpoints explicitly marked as beta or experimental
5. Accuracy Commitment
TaxQL is a tax data service, not a tax advisor. We do not make contractual guarantees of accuracy percentage because real-world accuracy depends on input quality, jurisdictional ambiguity, and ongoing rate changes that no provider controls completely.
What we DO commit:
- Validate against authoritative sources. Rates are validated continuously against state Department of Revenue source files. The validation approach is internally documented and shared with active customers on request.
- Refund disputed calls. If you can demonstrate a specific lookup returned an incorrect rate (compared against the relevant state Department of Revenue), we refund the cost of that lookup and investigate within one business day.
- Fix and re-validate. Confirmed errors are corrected in the daily data refresh and the fix is validated against the regression corpus to prevent recurrence.
- Surface known limitations. When a lookup has known uncertainty (ZIP-only resolution at a boundary, multi-row Texas response, etc.), we surface it in the response via the confidence envelope or warnings array.
Our overall liability for accuracy issues is governed by the Limitation of Liability clause in our Terms of Service.
6. Maintenance Windows
Scheduled maintenance, if required, occurs during the Tuesday–Wednesday window 11pm–3am Eastern Time. We aim for zero planned downtime; when maintenance does require service interruption, we announce it at least 48 hours in advance via the status page and email to all account owners.
7. Status Page
Current Service status is published at status.taxql.com, with incident history and post-incident reports for any incident lasting more than 15 minutes.
8. How to Claim Service Credits
To request a Service Credit, email support@taxql.com within 30 days of the end of the calendar month in which the SLA breach occurred. Include:
- Your account email
- The calendar month for which credit is requested
- Dates and times you observed unavailability (we cross-reference our status page incident history)
We respond within 5 business days with credit determination. If we agree credit is owed, it is applied to your next invoice.
9. Modifications
We may modify this SLA with 30 days' notice to active customers via email. Modifications apply prospectively to renewal periods. If a modification reduces your existing commitments, you may terminate without penalty within the notice window.
10. Contact
Questions about this SLA: hello@taxql.com or via the contact page.