Service Level Agreement
Service Level Agreement
Intellovations LLC d/b/a ForecastWatch — ForecastWatch SaaS Platform
Effective Date: May 11, 2026
This Service Level Agreement (“SLA”) describes ForecastWatch’s approach to Service availability, support, and defect resolution. It is incorporated by reference into the Terms of Use available at /terms on the ForecastWatch platform (the “Agreement”). Capitalized terms not defined here have the meanings given in the Agreement.
1. Availability
ForecastWatch will use commercially reasonable efforts to make the Production Services available on a continuous basis, subject to the exclusions in Section 4.
ForecastWatch does not commit to a specific uptime percentage and does not provide service credits for unavailability. Customer’s sole and exclusive remedy for any sustained or material failure of the Services to be available is termination for material breach in accordance with the Agreement.
“Production Services” means generally available, paid Services as identified in the Order Form, excluding trial, beta, sandbox, and pre-release features.
2. Support
2.1 Support Channels
Customer may submit support requests to support@forecastwatch.com or via other channels designated by ForecastWatch from time to time.
2.2 Standard Support Hours
ForecastWatch responds to support requests during Standard Support Hours: 9:00 a.m. to 5:00 p.m. U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays.
2.3 Severity-Based Prioritization
ForecastWatch will use commercially reasonable efforts to respond to and address support requests based on their severity, classified by ForecastWatch in good faith using the following guidelines:
- Critical. Production Services are unavailable or returning materially incorrect data for substantially all requests.
- High. A material feature or capability is unavailable or significantly impaired, but the Production Services are otherwise functioning.
- Medium. A non-critical issue affects a minor feature, or causes inconvenience but does not prevent substantial use of the Services.
- Low. Cosmetic issues, documentation questions, feature requests, or general inquiries.
These severity classifications are guidelines for prioritization. They do not constitute binding response or resolution targets.
2.4 Customer Cooperation
Customer’s entitlement to support is conditioned on Customer providing prompt and complete information regarding the issue, including reproduction steps, request and response payloads, timestamps, error messages, and reasonable cooperation with ForecastWatch’s diagnostic efforts.
2.5 Excessive Support Requests
If Customer’s support requests consume an excessive amount of ForecastWatch’s time as reasonably determined by ForecastWatch (for example, requests reflecting unfamiliarity with the Documentation rather than defects in the Services, or repeated requests for assistance that fall outside the scope of standard support), ForecastWatch may, on prior written notice, bill Customer for additional support time at ForecastWatch’s then-current professional services hourly rate.
3. Defect Resolution
ForecastWatch will use commercially reasonable efforts to correct material defects in the Production Services as follows:
(a) Service Request. Upon discovering a defect, Customer shall report it to ForecastWatch via support@forecastwatch.com (a “Service Request”).
(b) Initial Support. Within a reasonable time after receiving a Service Request, ForecastWatch will provide telephone or electronic mail support consisting of consultation, assistance, and advice concerning use of the Services and correction of the defect.
(c) Off-Site Analysis. If a defect is not resolved through initial support within a reasonable time, ForecastWatch will conduct tests and analyses at its facilities designed to reproduce, isolate, and correct the defect using data and information provided by Customer.
(d) Workaround. If a defect is not corrected through off-site analysis within a reasonable time, ForecastWatch will use commercially reasonable efforts to implement workaround processes designed to minimize the impact of the defect.
The foregoing constitutes Customer’s sole and exclusive remedy for defects in the Services.
4. Exclusions
This SLA does not apply to, and ForecastWatch makes no commitments under this SLA with respect to:
(a) trial, beta, sandbox, or pre-release Services;
(b) scheduled or emergency maintenance;
(c) failures of internet connectivity, third-party services, or systems outside ForecastWatch’s reasonable control, including upstream weather data providers;
(d) Customer’s acts, omissions, equipment, networks, or non-conformance with the Documentation;
(e) suspensions permitted under the Agreement (including for non-payment);
(f) Customer’s exceeding documented API rate limits or usage tiers; or
(g) Force Majeure events as described in the Agreement.
5. Changes to This SLA
ForecastWatch may modify this SLA from time to time. Material changes will not take effect until Customer’s next Renewal Term unless Customer affirmatively consents. ForecastWatch will use commercially reasonable efforts to notify Customer of material changes at least thirty (30) days in advance.
6. Contact
For SLA inquiries or to submit a Service Request, contact support@forecastwatch.com.