Service Level Agreement
Find here the level of service you can expect from Woosmap, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved.
Service Level Agreement
Woosmap will use reasonable commercial efforts to provide Woosmap Platform available to Clients 99.9% of the time in any calendar month. If Client experiences any of the Service performance issues defined below due to the unavailability of the Services, Client will be eligible to receive Service Credits (as such term is defined below).
Client Service Credit Request
In order to receive Service Credits, Client must notify Woosmap in writing of its request to receive Service Credits within thirty (30) days from the occurence of the Downtime Period. Failure to comply with this requirement will forfeit Client’s right to receive a Service Credit.
Maximum Service Credit
The aggregate maximum number of Service Credits to be issued by Woosmap to Client for any and all Downtime Periods that occur in a single calendar month will not exceed fifteen days of Service added to the end of Client’s term for the Service. Service Credits may not be exchanged for, or converted to, monetary compensation.
SLA Exclusions
This Service Level Agreement does not apply to any Service(s) that expressly exclude this SLA (as stated in the documentation for such services) and any performance issues: (i) caused by factors outside of Woosmap’s reasonable control; (ii) that resulted from any actions or inactions of Client or any third parties; or (iii) that resulted from Client’s equipment and/or third party equipment (not within the primary control of Woosmap). This Service Level Agreement states Client’s sole and exclusive remedy for any failure by Woosmap to meet any Service Levels.
Definitions
The following definitions apply to this Service Level Agreement. Any term not defined in this Service Level Agreement shall have the meaning ascribed to them in the Woosmap Terms of Services.
“Downtime” means, for a Domain or Application, if average latency (excepted data management API) is greater than fifteen seconds. Downtime is measured based on server side error rate.
“Downtime Period” means, for a Domain, a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods.
“Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month, divided by the total number of minutes in a calendar month.
“Scheduled Downtime” means those times where Woosmap notifies Clients of periods of Downtime seven days prior to the commencement of such Downtime. There will be no more than twelve hours of Scheduled Downtime per calendar year. Scheduled Downtime is not considered Downtime for purposes of this Service Level Agreement, and will not be counted towards any Downtime Periods.
“Domain” means one of the websites or URLs authorized to use an individual Woosmap API Public Key, for example www.woosmap.com.
“Service” means the Woosmap Platform made available by Woosmap to Client under the Woosmap Terms of Services.
“Service Credit” means: (a) three days of Service (calculated from the previous month daily average consumption) added to the end of Client’s term for the Service, at no charge to Client, if the Monthly Uptime Percentage for any calendar month is between 99.0% and 99.9%; or (b) seven days of Service (calculated from the previous month daily average consumption) added to the end of Client’s term for the Service, at no charge to Client, if the Monthly Uptime Percentage for any calendar month is between 99.0% and 95.0 %; or (c) fifteen days of Service (calculated from the previous month daily average consumption) added to the end of Client’s term for the Service, at no charge to Client, if the Monthly Uptime Percentage for any calendar month is less than 95.0%.