Service Level Agreement
Find here the level of service you can expect from Woosmap as a Pro Plan Client, 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 the Woosmap Platform available under a Pro Plan 95% of the time in any calendar month. If a Pro Plan Client experiences any of the Service performance issues defined below due to the unavailability of the Service, the Pro Plan Client will be eligible to receive Service Discount (as such term is defined below).
Client Service Discount Request
In order to receive Service Discount, the Pro Plan 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 the Pro Plan Client’s right to receive a Service Discount.
Maximum Service Discount
The aggregate maximum value of Service Discount to be issued by Woosmap to Pro Plan Client for any and all Downtime Periods that occur in a single calendar month will not exceed fifteen (15) pourcents of his monthly invoice added to the following month Pro Plan invoice for the for the Service. Service Discount may not be exchanged for, or converted to a refund.
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 a Pro Plan Client or any third parties; or (iii) that resulted from a Pro Plan Client’s equipment and/or third party equipment (not within the primary control of Woosmap). This Service Level Agreement states the Pro Plan 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 Online TOS.
“Downtime” means, for a Domain or Application, if average latency (excepted data management API) is greater than fifteen (15) seconds. Downtime is measured based on server side error rate.
“Downtime Period” means, for a Domain, a period of ten (10) consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten (10) 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 Pro Plan Clients of periods of Downtime seven (7) days prior to the commencement of such Downtime. There will be no more than twelve (12) 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 a Pro Plan Client under the Online TOS.
“Discount” means a deduction from a monthly invoice calculated from the previous three (3) months average consumptions already charged.
“Service Discount” means: (a) three (3) percents of Service Discount added to the following month of a Pro Plan Client’s invoice for the Service, at no charge to a Pro Plan Client, if the Monthly Uptime Percentage for any calendar month is between 94.0% and 95.0%; or (b) ten (10) percents of Service Discount added to the following month of a Pro Plan Client’s invoice for the Service, at no charge to the Pro Plan Client, if the Monthly Uptime Percentage for any calendar month is between 90.0% and 94.0 %; or (c) fifteen (15) percents of Service Discount added to the following month of a Pro Plan Client’s invoice for the Service, at no charge to the Pro Plan Client, if the Monthly Uptime Percentage for any calendar month is less than 90.0%.