Service Level Agreement

Feed and Custom plans · Last updated 24 September 2026

This SLA applies to customers on a signed Enterprise agreement holding a Feed or Custom scope, for the term of that licence. A licence carries an end date, and the keys issued under it stop working when it expires or is revoked; this SLA runs with the licence and ends with it. Basic, Pro and Max are provided on a reasonable-endeavours basis under the Terms of Use, without a committed service level. Where this document and an executed order form disagree, the order form wins.

Availability

Target: 99.5% monthly availability of the API and web application, measured from our own server logs until an external monitor is in place. That allows roughly 3 hours 39 minutes of unplanned unavailability in a 30-day month. Planned maintenance, announced 48 hours ahead by email and on the status page, is excluded and is scheduled between 22:00 and 06:00 UTC. Routine deployments restart the service and typically interrupt it for under 30 seconds.

We publish 99.5% rather than a higher figure because it is what the current deployment can honestly carry: the service runs as a single instance without automatic failover, so a host fault is a full outage until it is restored by hand. If your procurement needs a higher target, raise it during the security review and we will quote the redundancy separately rather than promise a number the architecture does not support.

Data freshness

The national register pull, the commencement notices and the Commission's cases refresh weekly and are collected on Monday; the contractor register and live eTenders are collected on Wednesday. Alert evaluation and delivery run daily at 07:00 UTC. Webhook dispatch runs hourly (three delivery attempts per run, HMAC-signed), except on Mondays between 06:00 and 14:00 UTC while the weekly collection runs; leads found then are delivered at 14:00 UTC. GeoJSON feeds serve the state of the database at request time and accept a change-date filter, so a scheduled pull can fetch deltas rather than the whole layer.

The freshness of the last completed run is published on the status page and in the pipeline block of the public stats endpoint. A missing or failed run alerts us automatically (checked on Tuesday and Thursday) and is re-run by hand; a run more than 10 days old is an incident.

We do not promise same-day appearance of an individual application. Records reach us only once the originating authority publishes them, and publication lag varies by authority and is outside our control. What we commit to is running the collection on the schedule above, publishing when it last succeeded, and telling you when a source breaks.

Support

Email support at hello@planningleads.ie, working days 09:00 to 17:30 Irish time, excluding Irish public holidays. Enterprise customers also get a named contact. Response means a human assessment and a severity assignment, not a resolution.

When you report an incident, include the time, the endpoint and the request id from the X-Request-ID response header if you have it. That id finds the exact call in our request ledger, which is usually the difference between a same-day answer and a slow one.

Change management

Additive API changes ship without notice (new fields, new filters). A breaking change to an existing field or route is announced 90 days ahead in the changelog and by email to every API key owner, with the old behaviour kept for that period. Where a licence has less than 90 days left to run, the notice still reaches you and the old behaviour is kept for the remainder of your term.

Backups and recovery

The database is backed up daily and encrypted, on the same server. A restore is rehearsed monthly from that copy. A loss of the server would also lose the backups, so we offer no recovery point objective until off-site copies are in place. We do not offer a contractual recovery time objective, for the same single-instance reason given under Availability.

Service credits

If monthly availability falls below 99.5%, the next invoice is credited 10% of that month's fee; below 99.0%, 25%. Credits are the sole remedy for availability shortfalls and are claimed by email within 30 days of the month's end.

Exclusions

The target excludes: planned maintenance as defined above; outages of an upstream public register, including an authority changing or withdrawing its own; failures in your own network, GIS software or integration code; suspension for breach of the Terms of Use or of the fair-use limits on your key; force majeure; any use of the service outside the scope your licence grants; and the expiry or revocation of the licence itself, which ends the entitlement rather than interrupting it.

See also the Terms of Use, the Data Processing Addendum and the Enterprise licence scope.