1. Application
This Service Level Agreement applies only where an executed order form expressly incorporates it. Absent that, the platform is provided without an availability commitment, and demonstration environments are excluded in all cases.
The commitments below are drafted as a template. The specific availability target, response targets and credit schedule applicable to a customer are those stated in that customer’s order form.
2. Availability commitment
We will use commercially reasonable efforts to make the platform available at least [availability target]% of the time in each calendar month, measured as: (total minutes in the month, less excluded minutes, less unavailable minutes) divided by (total minutes in the month, less excluded minutes).
"Unavailable" means the operator console or API is not reachable for reasons within our control, as measured by our monitoring. Degraded performance short of unavailability is handled under support response rather than availability.
3. Maintenance
Scheduled maintenance is excluded from availability calculations. We will give at least [maintenance notice] hours’ notice and will schedule it outside [maintenance window] where practicable.
Emergency maintenance to address a security or stability risk may be performed with shorter notice, and is also excluded. We will notify as soon as we reasonably can.
4. Support severity and response targets
Response targets are targets for our first substantive response, not for resolution:
- Severity 1 — platform unavailable or a critical function unusable for all operators, with no workaround: [S1 target].
- Severity 2 — a major function significantly impaired, or a workaround exists but is materially burdensome: [S2 target].
- Severity 3 — a function behaves incorrectly with an acceptable workaround: [S3 target].
- Severity 4 — question, documentation issue or enhancement request: [S4 target].
Severity is assigned by us acting reasonably, taking account of the impact you describe. Targets apply during the support hours stated in the order form.
5. Exclusions
The availability commitment does not apply to unavailability caused by:
- Scheduled or emergency maintenance.
- Factors outside our reasonable control, including internet or infrastructure provider failure, and force majeure.
- Customer systems, networks, configuration or connectivity, including endpoint or firewall conditions.
- Use of the platform contrary to the documentation, the Terms of Service or the Acceptable Use Policy.
- Suspension for non-payment or for a breach of the Acceptable Use Policy.
- Beta, preview or evaluation functionality, and the demonstration environment.
6. Service credits
Where we miss the availability commitment in a calendar month, your exclusive remedy is a service credit calculated per the schedule in the order form, applied against a future invoice.
Credits must be requested in writing within [claim window] days of the end of the affected month, with supporting detail. Credits are not refundable in cash and are capped at [credit cap]% of the monthly fee for the affected service.
7. Reporting
On request we will provide a monthly availability summary. Where an incident materially affected a customer, we will provide a post-incident report describing the cause, the impact and the corrective action taken.