Service Level Agreement (SLA)
Updated 04.24.2021
1. Support & Maintenance. clickbooq (The Service) will maintain a support helpdesk that will respond to you within 24 hours during normal business hours. The support helpdesk service is available weekdays, with the exception of public holidays, from 9am to 5pm PST.Furthermore:
The Service will attempt to resolve "reproducible" bugs in the Software to the extent that The Service deems reasonable time and effort has been expended to resolve the issue ("reproducible" means that The Service can reproduce the bug when required by following the same steps that caused it to
occur, as opposed to bugs which occur randomly, which are not regarded as "reproducible"). The Service is not obliged to resolve all reproducible bugs. In the event that the User claims a bug has materially impacted the functionality and performance of The Software under this SLA, the User may request immediate cancelation of The Service. Additionally, a prorata refund of any associated subscription fees incurred by the User may be provided to the User at The Service’s sole discretion.
– Updates to The Service will be executed automatically and may be deployed without prior announcement. Where expected Downtime is incurred as a result of automatic updates and deployment, advance notification in the form of digital (email) message will be provided as to allow the User adequate notice.
– The Service is not obliged to provide maintenance and support or keep available older
versions of the Software other than the most recently released version.
2. Availability. To provide the service to you we are using Amazon Web Services (AWS), a platform as a service (PaaS).
Below we have summarized the relevant provisions from this service level agreement:
During the term of this Agreement, the Service will be operational and available at least 99.0% of the time in any calendar month (the "SLA"). If the Provider does not meet the SLA, and if the User meets its obligations under this SLA, the User will be eligible to receive the Financial Credits described below. This SLA states the User's sole and exclusive remedy for any failure by the Provider to meet the SLA. Capitalized terms not defined herein have the meaning set forth in the Terms and Conditions.
3. Definitions
"Downtime" means total (100%) unavailability of the Service.
"Downtime Period" means, for an application, a period of five consecutive minutes of
Downtime. Intermittent Downtime for a period of less than five minutes will not be counted
towards any Downtime Periods.
"Financial Credit" is to be calculated based on a measure of the "Monthly Uptime Percentage"
"Monthly Uptime Percentage" means total number of minutes in a month, minus the number of
minutes of Downtime suffered from all Downtime Periods in a month, divided by the total
number of minutes in a month.
The amount of Financial Credit will be determined according to the table below*:
| Monthly Uptime Percentage | Percentage of monthly invoice credited to future renewals of the Service |
|---|---|
| 99.0% – < 99.9% | 0.0% |
| 95.00% – < 98.99% | 1.5% |
| < 94.99% | 4.0% |
* In the case of Annual subscriptions, the Monthly invoice credit will be calculated based on a Monthly Rate as follows:
Monthly Rate = Annual subscription rate / 12
Example Financial Credit calculation
Total number of minutes/month (December) - Number of minutes of downtime, divided by the Total number of minutes/month
44,640mins - 1,022mins / 44,640mins = 0.977 (~97.7% uptime)
98% uptime equates to 1.5% of your Monthly invoice based on our SLA (Service Level Agreement) as a credit, or $0.29 (based on Lite-Monthly plan at $19USD/month)
4. Obtaining Financial Credit
The User Must Request Financial Credit.
In order to receive any of the Financial Credits described above, the User must notify the Provider within fifteen (15) days from the time the User becomes eligible to receive a Financial Credit. Failure to comply with this requirement will forfeit the User’s right to receive a Financial Credit. Contact support to notify the Provider of SLA Financial Credit eligibility.
Maximum Financial Credit.
The aggregate maximum number of Financial Credits to be issued by the Service to the User for any and all Downtime Periods that occur in a single billing month shall not exceed five percent (4%) of the amount due by the User for the Service for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within sixty (60) days after the Financial Credit was requested
SLA Exclusions.
The SLA does not apply to any errors: (i) caused by factors outside of the Service’s reasonable control; (ii) that resulted from User’s software or hardware or third party software or hardware, or both; (iii) that are result of abuses or other behaviors that violate the Agreement.
5. Changes to this SLA
clickbooq may change from time to time, in its sole discretion, and without prior notice to you or any User, this SLA. You may review the current clickbooq SLA, at any time by visiting the following url: https://www.clickbooq.com/sla.html. Any changes to the SLA shall become effective 3 days after the "last updated" date at the beginning of this document.