Service Level Agreement
Last updated: August 28, 2026
This Service Level Agreement applies to customers with a paid General Data subscription, or an enterprise agreement that refers to it, for the use of Pipeline, the API and related services (the "Services").
Up-time and reliability
General Data will use commercially reasonable efforts to make the Services available and operational to the Customer for 99% of Scheduled Availability Time in each calendar month. "Scheduled Availability Time" means twenty-four (24) hours a day, seven (7) days a week, excluding: (i) scheduled maintenance announced at least 48 hours in advance; (ii) emergency maintenance needed to fix a critical security or availability issue; and (iii) downtime caused by the Customer, its vendors, third-party connections or utilities, or by events beyond General Data's reasonable control, such as internet outages or outages of the Customer's own network. If availability falls below this level for a reason not excluded above, General Data will credit the prorated amount of the affected fees to the Customer's next invoice.
Maintenance
General Data will make available to the Customer, as part of the Services, all generally available enhancements, updates and fixes. Planned maintenance is scheduled outside European business hours wherever possible.
Support
The Customer can reach support at [email protected]. We acknowledge every request within one business day (Paris time) and keep the Customer informed until it is resolved.
Customer responsibility
In addition to its other responsibilities under its agreement, the Customer is responsible for the accuracy of its account and profile data, for the access it grants to members of its team, and for communicating and managing registration, training and change management within its organisation.
Contact
Questions about this agreement: [email protected].