SALEOR COMMERCE SERVICE LEVEL AGREEMENT
“Downtime” means time period when Covered Services were unavailable.
“Monthly Uptime Percentage” means for any calendar month a percentage calculated as total minutes of Covered Services available for you to total minutes in month. Monthly Uptime Percentage does not include Downtime set out in Section 5 of this Saleor SLA.
“Operational” means the ability to run your Production Environment without serious errors, failures or Downtime.
“Scheduled Maintenance” has meaning set out in Section 2 of this Saleor SLA.
“Service Commitment” means Operational level set out in Section 3 of this Saleor SLA.
“Service Credits” means USD credits calculated as set out in Section 4 of this Saleor SLA.
Maintenance services provided based on the Saleor Commerce SLA
As part of the maintenance services we provide current information about functionality of the Services through the Service Desk,
Our Service Desk is available for you from 8:30AM to 5:30PM CET via firstname.lastname@example.org.
To ensure you the highest level of our Services we may have to perform maintenance activities (“Scheduled Maintenance”) of the Environments, the duration of which will not exceed 10 minutes per month. We will make all efforts to perform Scheduled Maintenance in a less burdensome manner for you.
We will use commercially reasonable efforts to provide you Covered Services with at least 99.99% of Operational level during each calendar month. If we do not meet this commitment, you may request to receive Service Credits as described below.
We use facilities that ensure automatic Downtime reports and based on these reports we will issue credits automatically for Downtime observed as part of our monitoring. Service Credits are a percentage of the fees paid to us for the Services during the calendar month in which we did not meet the Service Commitment, within the ranges set forth in the table below:
Monthly Uptime Percentage Service Credits Percentage Less than 99.95% but equal to or greater than 99.9% 15% Less than 99.9% 25%
We will apply Service Credits against your next payment of the Fees for the Services. If the Agreement expires without renewal, we will promptly issue you with a refund for any outstanding Service Credits. Service Credits will not entitle you to any other refund or payment from us and you may not transfer them or apply to any other Services. Service Credits are the sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Services.
If the you disagree with the scope of given Service Credits, you may send us your reservations in writing or by e-mail to email@example.com.
To make sure that we conduct faster and complete recognition of your problem such complaint should include: (i) a detailed description of the Downtime incident; (ii) information regarding the time and duration of a Downtime; (iii) descriptions of your attempts to resolve the incident at the time of occurrence.
We will evaluate such claim using all reasonably available information and make a good faith determination. If we consider your complaint as justified, then we will issue you the additional Service Credit during the month following the one in which we considered your request.
Service Commitment exclusions.
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