Service Level Agreement (SLA)

AirScan Kft.
Registered office: 8420 Zirc, Kossuth Lajos utca 35.
VAT number: HU26519041
E-mail: info@mappertool.com
Website: www.mappertool.com

This Service Level Agreement (SLA) sets out the conditions relating to the operation and support of the MapperTool system (www.mappertool.com) operated by AirScan Kft.

The SLA applies to both consumer users (B2C) and business partners (B2B) who, as registered users, make use of the MapperTool service.

The purpose of this document is to transparently define:

• service availability,
• maintenance and incident management processes,
• user and provider responsibilities,
• support response times.

MapperTool is an online, cloud-based subscription software service (SaaS) that enables the automatic photogrammetric processing, visualization and measurement of drone imagery.

The service includes:

• data upload and processing (drone imagery / photogrammetry),
• generation of digital outputs (orthophoto, DTM, DSM, 3D point cloud, NDVI, thermal orthophoto),
• data storage, map viewing, export and measurement tools (distance, area, height) on the web interface,
• user support via e-mail.

The MapperTool system operates continuously, 24 hours a day, 7 days a week.

Guaranteed annual service availability: 99%

(Availability does not include pre-announced maintenance periods.)

For planned maintenance:

• AirScan Kft. will send notification to users by e-mail at least 24 hours in advance,
• during maintenance, the system may be partially or fully unavailable on a temporary basis,
• the maintenance windows will also be announced on MapperTool’s official social media channels.

MapperTool customer support accepts user requests via the following contact details:

• E-mail: info@mappertool.com

Support response time: the Service Provider responds to incident reports within 72 hours.

Support is provided on business days between 09:00-17:00 (CET time zone).

AirScan Kft. is responsible for the operation of the MapperTool system and data processing. The user is responsible for the accuracy, georeferencing and format compliance of the uploaded data.

The service provider shall not be liable for:

• errors resulting from inaccuracies in the uploaded data,
• consequences arising from misinterpretation of the data or incorrect decisions,
• issues caused by third-party providers (e.g., Stripe, Cloudflare, Google),
• downtime resulting from force majeure events (e.g., network failure, natural disaster).

Uploaded files are stored by MapperTool within the EU on Cloudflare R2 and Google Firebase infrastructure. Data transmission is encrypted (HTTPS), and only authenticated systems can access user data.

Retention of raw input files (drone images, photogrammetric imagery): where processing has been started, the raw files are automatically and irreversibly deleted 24 hours after the project is completed (allowing reprocessing of the same input within that 24-hour window). Where raw files have been uploaded but processing has not been started, they are automatically deleted 30 days after upload.

Processed outputs and projects remain available for a period that depends on the subscription tier, indicated by a per-project countdown. When the period expires, the entire project and all its data are deleted.

Users are responsible for keeping their own copies of raw input files and outputs if they need them beyond the applicable retention period. At the user’s request, deletion of a project or the entire account can be initiated at any time.

System performance is continuously monitored (using Cloudflare, Firebase and Hotjar tools). Automated logging of faults and outages ensures that all events are traceable.

AirScan Kft. is not responsible for events caused by circumstances beyond its control and not reasonably foreseeable (e.g., ISP outages, external server failures, war, natural disasters). Users will be informed of such events without delay.

AirScan Kft. reserves the right to temporarily suspend the MapperTool service:

• in the case of planned maintenance,
• in order to remedy a security incident,
• in the event of legal or regulatory obligations.

Users will be notified in advance in all cases.

Business partners (e.g., drone service providers, educational institutions, engineering and construction companies) are entitled to forward outputs generated by MapperTool (orthophotos, models, point clouds, reports) to their own clients or to incorporate them into their own services. Outputs may be used lawfully provided that the applicable subscription fee has been settled.

Any complaint relating to the service may be submitted by the user at info@mappertool.com. The service provider acknowledges all complaints within 72 hours and investigates them within 5 business days.

If AirScan Kft. fails to meet its commitments regarding service availability or response times, the user is entitled to submit a written complaint. Where justified, the service provider may offer a discount, partial credit or free re-processing.

MapperTool reserves the right to amend the terms of this SLA. The amended document will be made available on the website.