Our goal is to deliver 100% planned uptime for our applications. We understand that no cloud environment can ever guarantee 100% of anything. Therefore, we have put together the following performance standards that we hold ourselves account to.
Service Level Standards. GaggleAMP will maintain the following service levels for its solutions:
1. System Availability Service Level: GaggleAMP will provide 99.5% System Availability over one-month periods, excluding any scheduled maintenance or force majeure events (as defined below) that result in the System not being available to any customer, as measured and monitored from GaggleAMP's facilities. System Availability will be calculated on a monthly basis using the following formula: [(Actual Availability divided by Total Scheduled Availability) multiplied by 100%]. The following definitions will apply with respect to the calculation of Service Availability:
- “Actual Availability” means Total Scheduled Availability minus Downtime, in minutes.
- “Downtime” means the time (in minutes) that users of the System are not able to (a) access the System, (b) perform ordinary functions to use or receive Services, or (c) utilize the System and Services for normal business operations due to failure malfunction or delay. Downtime does not include any unavailability of the System due to scheduled maintenance or a failure or defect arising out of a Force Majeure Event.
- “Force Majeure Event” means any failure or delay caused by or the result of causes beyond the reasonable control of a Party and could not have been avoided or corrected through the exercise of reasonable diligence, including, but not limited to, acts of God, fire, flood, hurricane or other natural catastrophe, terrorist actions, laws, orders, regulations, directions or actions of governmental authorities having jurisdiction over the subject matter hereof, or any civil or military authority, national emergency, insurrection, riot or war, or other similar occurrence.
- “System Maintenance” means time (in minutes) that the System is not accessible to customers due to maintenance of the System, including for maintenance and upgrading of the software and hardware used by GaggleAMP to provide its services. System Maintenance includes scheduled maintenance and unscheduled, emergency maintenance. GaggleAMP will provide customers with at least three business days’ prior written notice of any scheduled maintenance or sixty minutes’ advance written notice for unscheduled, emergency maintenance. GaggleAMP will provide such notices to customers by email.
- “Total Scheduled Availability” means 7 days per week, 24 hours per day, excluding system maintenance, in minutes.
3. Reporting. GaggleAMP provides updates on availability and maintenance events via its status page: http://www.gaggleampstatus.com
4. SLA Credits. If GaggleAMP fails to meet the System Availability service level, customers can request a credit memo based on the following table:
|
System Availability Level |
SLA Credit |
|
99.0-99.5% |
1% of total monthly fee applicable to month in which failure occurred |
|
96-98.9% |
10% of total monthly fee applicable to month in which failure occurred |
|
90-95.9% |
25% of total monthly fee applicable to month in which failure occurred |
|
< 90% |
100% of total monthly fee applicable to month in which failure occurred |