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Service Delivery & Data Policy

Last updated: May 2026

1. Service Delivery Overview

MilesOrbit is a cloud-based digital service. This policy outlines how we deliver our services, ensure uptime, handle data updates, and manage service interruptions.

2. Platform Availability & Uptime

Service Level Agreement

We commit to maintaining 99.5% uptime for the MilesOrbit platform (excluding scheduled maintenance).

  • Measured: Monthly uptime percentage
  • Excludes: Scheduled maintenance windows, third-party outages
  • Monitored: Real-time health checks and alerts

3. Scheduled Maintenance

Maintenance Windows

We may schedule maintenance for security patches, updates, and improvements:

  • Frequency: As needed, typically monthly
  • Timing: Usually during low-usage hours (2-6 AM IST)
  • Duration: Typically 30-60 minutes
  • Notice: Email notification 48-72 hours in advance

During Maintenance

  • Platform access may be limited or unavailable
  • APIs may be unavailable
  • Data updates may be delayed
  • We aim to minimize disruption

4. Data Updates & Refresh Rates

Credit Card Data

  • Reward Rates: Updated weekly or upon public announcements
  • Card Details: Updated within 5 business days of changes
  • Linked Account Data: Refreshed periodically based on tier

Flight & Award Data

  • Award Availability: Real-time or within 24 hours depending on source
  • Pricing: Updated daily for cash redemption values
  • Partner Networks: Updated weekly or upon announcements

Accuracy Disclaimer

While we strive for accuracy, data is provided "as-is" and may contain delays or errors. Always verify information directly with airlines and card issuers before making redemption decisions.

5. Account Access & Delivery

Subscription Activation

  • Free Tier: Instant upon signup
  • Pro/Elite: Instant upon successful payment
  • All Features: Available within minutes of subscription

Premium Features

Premium features are delivered as cloud-based services through your web browser or mobile app. No software download or installation is required.

6. Service Continuity & Backups

Data Backups

  • Frequency: Daily backups to geographically distributed locations
  • Recovery Time: We can recover data from backups within 1 hour
  • Retention: Backups retained for 30 days minimum

Disaster Recovery

In the event of a major outage, we have procedures to:

  • Restore service from backups
  • Minimize data loss
  • Notify users of status and recovery timeline
  • Resume full functionality as quickly as possible

7. Unscheduled Outages & Support

If Service is Unavailable

  • We monitor for outages in real-time
  • Incident response team is alerted automatically
  • Status updates posted on our status page
  • Critical issues resolved within 2-4 hours

During Outages

Contact our support team:

8. Performance & Speed

Platform Performance

  • Page Load Time: Optimized for sub-2 second loads
  • Search Response: Real-time card and flight searches
  • Analytics: Reports generated within seconds

Third-Party Services

Some features depend on third-party APIs (airlines, data providers). Performance may be affected by:

  • Third-party service latency
  • Network conditions
  • Your internet speed

9. Feature Updates & Releases

New Features & Improvements

  • Delivered continuously through our web platform
  • No download or installation required
  • Changes visible immediately or by next login

Deprecation & Changes

  • Advanced notice given for major feature changes (30+ days)
  • Users notified via email and in-app notifications
  • Documentation updated before changes roll out

10. Linked Card Data Management

Card Linking

  • Instant upon authorization
  • Your full card data never transmitted to our servers
  • Only tokenized card reference stored

Unlinking Cards

  • Immediately upon request
  • All data associated with the card retained for your records
  • Can be relinked anytime

11. Data Delivery Across Devices

Your data syncs seamlessly across devices:

  • Desktop, tablet, and mobile access
  • Real-time synchronization
  • Same account, same data across all devices

12. Notification & Alert Delivery

Email Notifications

  • Transactional emails (confirmations, alerts): Within minutes
  • Weekly award seat alerts: Delivered on your selected day
  • Real-time alerts (Elite tier): As available from sources

Delivery Guarantee

We use reliable email providers, but we cannot guarantee delivery due to spam filters and email provider limitations. Check your spam folder if you don't receive emails.

13. Connectivity Requirements

To use MilesOrbit, you need:

  • Internet connection (broadband recommended)
  • Modern web browser (Chrome, Firefox, Safari, Edge)
  • JavaScript enabled
  • Cookies enabled for session management

14. Contact & Support

For service delivery issues or concerns:

15. Policy Updates

This policy is reviewed and updated regularly. Major changes are communicated 30 days in advance.