The “Effective Date” of this Platform-as-a-Service Agreement (“Agreement”) is the earliest to occur of the effective date of the initial Order Form or the date you execute this Agreement.
Service Level Agreement (“SLA”)
This SLA details the service level objectives (“SLOs”) for the Feature Server that Company commits to upholding. The SLA covers Reliability based on service level indicators (“SLIs”) described below. The indicators are determined by Company on the server side. Notwithstanding anything else in the Platform-as-a-Service Agreement (the “Agreement”) or this SLA, the fee credits described in this SLA cannot be accrued during the Pilot Period. Any capitalized term used but not defined in this SLA shall have the meaning assigned to such term in the Agreement or the deployment documentation provided by Company (“Deployment Documentation”).Reliability
The SLI for reliability is the percentage of requests which do not return a server error (HTTP 5xx). For the purpose of this indicator, client errors (HTTP 4xx) are not considered errors. Additionally, requests which time out on the server side and return 504 do not count against the reliability SLIs.
The objective for this indicator is 99.95%, measured monthly, excluding holidays and weekends and scheduled maintenance. If Customer requests maintenance during these hours, any such calculation will exclude periods affected by such maintenance. Further, any downtime resulting from outages of third party connections or utilities or other reasons beyond Company’s control will also be excluded from any such calculation. Customer’s sole and exclusive remedy, and Company’s entire liability, in connection with Service availability shall be that for each period of downtime lasting longer than one hour, Company will credit Customer 5% of monthly Service fees for each period of 30 or more consecutive minutes of downtime; provided that no more than one such credit will accrue per day. Downtime shall begin to accrue as soon as Customer (with notice to Company) recognizes that downtime is taking place, and continues until the availability of the Services is restored. In order to receive downtime credit, Customer must notify Company in writing within 24 hours from the time of downtime, and failure to provide such notice will forfeit the right to receive downtime credit. Such credits may not be redeemed for cash and shall not be cumulative beyond a total of credits for one (1) week of Service fees in any one (1) calendar month in any event. Company will only apply a credit for any particular month at the time Customer makes a payment to Company pursuant to an Order Form after the Effective Date. Company’s blocking of data communications or other Services in accordance with its policies shall not be deemed to be a failure of Company to provide adequate service levels under the Agreement.SLO Violations
If Customer detects what appears to be a SLO violation which is not reflected in the SLO indicator in the Web UI, a Company engineer will respond to service requests within 8 hours, during business hours.
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