Service Level Agreement (SLA)
This section defines the terms, metrics, and service commitments applicable to the services offered and described.
Availability calculation
The Uptime Annual Percentage of the services is determined as follows:
The Uptime Percentage is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes, where:
- "Maximum Available Minutes" indicates the total number of minutes per year during which the service is active, excluding any communicated maintenance windows.
- "Downtime" indicates the total accumulated minutes that fall within the Maximum Available Minutes and are not subject to service availability.
Service credits refunds
The Customer is entitled to the following credits refunds in the event of failure to meet the following availability levels:
| Uptime Percentage | Service Credit |
|---|---|
| < 99.90% | 5% |
| < 99% | 10% |
| < 90% | 15% |