1. SERVICE LEVEL AGREEMENT
Last Updated: March 01, 2020
This Service Level Agreement (this "SLA") is subject to the Terms of Service located here (the "Terms of Service"). Capitalized terms not defined in this SLA will have the meanings specified in the Terms of Service. We reserve the right to change the terms of this SLA in accordance with the Terms of Service.
2. Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent technical support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for service provision between the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities.
- Present a clear, concise and measurable description of service provision to the customer.
- Match perceptions of expected service provision with actual service support & delivery.
3. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
The following Services are covered by this Agreement;
- Live chat support via the platform with 24 hour response time.
- Email support with 24-48 hour response time
4. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
- Payment for all support costs at the agreed interval.
- Reasonable availability of customer representative(s) when resolving a service related incident or request.
5. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
- Meeting response times associated with service related incidents.
- Appropriate notification to Customer for all scheduled maintenance.
6. Service Assumptions
Assumptions related to in-scope services and/or components include:
Changes to services will be communicated and documented to all stakeholders.
7. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- Live chat support via the platform with 24 hours response time.
- Email support: 24 to 48 hour response time.
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
- 0 - 4 hours for issues classified as High priority.
- Within 24-48 hours for issues classified as Medium priority.
- Within 3-5 working days for issues classified as Low priority.
8. Service Availability Commitment
If B3 does not meet this Service Level Agreement ("SLA"), and if Subscriber meets its obligations under this SLA, Subscriber will be eligible to receive the invoice credits described below. This SLA states Subscriber's sole and exclusive remedy for any failure by B3 to meet the SLA.
Invoice credits are calculated as follows:
Credit = (Plan Price × Outage Period Minutes × Acceleration Ratio) ÷ Minutes in the applicable service month
The monthly guaranteed uptime, the Acceleration Ratio, and maximum invoice credit available for each covered Algolia Plan are as follows:
- Monthly Guaranteed Uptime = 99.99%
- Acceleration Ratio = 10
- Monthly Cap = 25% of the Plan Price for the applicable month
9. Unavailability Exclusions and Limitations
2. Exclusions. The following will be excluded from any time-based calculations related to a class of B3 Services being Unavailable:
(i) scheduled maintenance windows where you have been notified at least twenty-four (24) hours in advance,
(ii) recurring or zero impact maintenance windows that are made generally available to all customers,
(iii) Your misuse of a particular class of B3 Service
(iv) force majeure events, denial of service attacks, virus or hacking attacks for which there is no commercially reasonable, known solution, or any other events that are not within our direct control or that could not have been avoided with commercially reasonable care,
(v) packet loss, network or Internet problems beyond B3’s border router supporting our public internet connectivity
(vi) bugs in code, hardware, or services for which there is no commercially reasonable, known fix (even if there is a known workaround), or
(vii) events to the extent arising from your use of an outdated release of the B3 Services or third party software, or any failure to install a material Update to either of the foregoing.
2. Service-specific Limitations
- Host Servers: loss of access to one or more of the Host Servers provided to the Customer due to a breakdown or a malfunction of these Host Servers. Devaluation of the performance of the infrastructure without loss of access to a Host Server shall not constitute Unavailability.
- Data Stores: loss of access to Customer's data in the data store due to a breakdown or a malfunction of such data store. An inability to access part of the data store and which does not impact the ability to fully access Customer's data, does not constitute Unavailability, including if a devaluation of performance of the infrastructure (especially of the access time to the data) is observed.
- Network and the connectivity: loss of access to the Host Servers and/or the Storage Spaces due to a breakdown or a malfunction of the network equipment or connectivity. Breakdowns and/or malfunctions of the network equipment or connectivity which do not impact the ability to access Host Servers and Data Stores do not constitute Unavailability, including if a devaluation of performance of the infrastructure (especially the response time) is observed.
- Virtualization Interface: partial or full loss of use of the Virtualization Interface functionalities due to problem inherent to this application
Disaster Recovery RTO (Recovery Time Objective). RTO refers to the period of time beginning when Customer initiates a Failover of a Protected Instance (experiencing either a planned or unplanned outage for replication) to the time when the Protected Instance is running as a virtual machine in B3, excluding any time associated with manual action or the execution of Customer scripts. RTO does not include DNS changes (in order to ensure replicated instances are up and running).