Service Level Agreement
This Connio API Service Level Agreement (“SLA”) governs the use of the Connio API under the terms of the Connio Terms of Service (the “TOS”) between Connio, Inc. (“Connio”, “us” or “we”) and users of the Connio API (“you” or “Customer”). This SLA applies separately to each account using the Connio API. Unless otherwise provided herein, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. Connio reserves the right to change the terms of this SLA in accordance with the TOS.
1. Service Commitment
Connio will use commercially reasonable efforts to make the Connio API available 99.95% of the time. In the event Connio does not meet the goal of 99.95% API availability in a given calendar month (“Monthly Uptime Percentage”), you will be eligible to receive a Service Credit as described below.
The following capitalized terms shall be given the meaning set forth below:
2.1 “Unavailable Time” means the Connio API is not available for use according to third party performance and monitoring services contracted by Connio at its sole discretion (the “Monitoring Service”). The Monitoring Service reports of availability is currently available at status.connio.com; provided that service issues or outages relating to any Exclusions (defined below) shall not be deemed as Unavailable Time.
2.2 “Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of continuous 5 minute periods during the Service Month in which the Connio API was in a state of “Unavailable Time” as identified by Monitoring Service
2.3 A “Service Credit” is a dollar credit, calculated as set forth below, that Connio may credit back to an eligible Customer account:
- For a calendar month where the Uptime Monthly Percentage, as identified by Monitoring Service, Connio, at its sole discretion after confirming the nature and accuracy of the Unavailable Time, will credit Customer’s account a percentage of that month’s billings, as defined by this table:
|MONTHLY UPTIME PERCENTAGE||SERVICE CREDIT|
- Service Credit shall be issued to Customer’s Connio balance for future use only. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account.
3. Credit Request and Payment Procedures
To apply for a Service Credit, the customer must submit a ticket via the Account Portal within 30 days of the month in which the Unavailable Time occurred. The ticket must include (i) "SLA Claim" as the subject of the ticket; (ii) the dates and times of the Unavailable Time for which you are requesting credit; and (iii) any applicable information that documents the claimed outage.
Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability, suspension or termination of the Connio API, or any other Connio API performance issues, that (i) are caused by factors outside of Connio’s reasonable control, including, without limitation, any force majeure event, carrier related problems or issues, or Internet access or related problems beyond the demarcation point of Connio or its direct hosting subcontractors (i.e beyond the point in the network where Connio maintains access and control over the Connio Services); (ii) result from any actions or inactions of Customer or any third party (other than Connio’s direct hosting subcontractor); (iii) result from Applications, equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Connio’s direct control); or (iv) arise from Connio’s suspension and termination of Customer’s right to use the Connio Services in accordance with the TOS, (v) scheduled maintenance; or (vi) problems or issues related to alpha, beta or not otherwise generally available Connio features or products (collectively, the “Exclusions”).
5. Sole Remedy
Service Credits shall be your sole and exclusive remedy for any unavailability or non-performance of the Connio Services or other failure by us to provide the Connio Services.
Last Updated: May 2015