This Service Level Agreement ("SLA") accompanies the Chatify Subscription Terms of Service, available at www.chatify.com/terms or a successor URL (the "Agreement") entered into between you ("the Customer") and Chatify.
Target Availability: 99.95% Uptime
Chatify provides a 99.95% Annual API Uptime commitment for customers on all our paid plans (our Service Level Agreement or SLA).
If the customer's Annual API Uptime Percentage drops below 99.95% in any year, the customer will be eligible for a Service Credit.
| Availability % | Downtime per year | Downtime per month |
|---|---|---|
| 99.95% ("three and a half nines") | 4.38 hours | 21.92 minutes |
Definitions
| Annual API Uptime Percentage | is the percentage of time during which the API is responsive to requests on an annual basis. The calculation is made by subtracting from 100% the percentage of 5 minute periods of Downtime during a year. |
| API | means the Chatify REST API through which the services are delivered. |
| Downtime | means any period of time during which the API is non-responsive to requests. |
| Normal Business Hours | means the hours of 9am to 5pm UTC. |
| Service credit | means the credit due to a customer for Downtime. In calculating the service credit due, every 30 minutes of Downtime is equal to 5% of the fees payable for the service affected by Downtime, provided that the maximum aggregate service credit that can be applied for any billing period will not exceed 100% of the fees payable during that billing period. |
SLA Breakdown
Downtime is the overall number of minutes the Pubble API was unavailable during a calendar month. Pubble calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.
Exclusions
Downtime excludes the following:
Use of the Service by Customer in a manner not authorised in the terms of service, SoW (Order Form) or the applicable Documentation.
Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
Planned maintenance carried out during a scheduled maintenance window;
Unscheduled maintenance performed outside of Normal Business Hours, provided that Pubble have used reasonable endeavours to give the customer at least 4 hours' notice in advance;
Any force majeure event as set out in the Contract;
Any Downtime caused by a third party communications networks or systems failure or interruption; and/or
Any unavailability caused by any act or omission of the Customer and/or any act or omission of any Customer End User.
Scheduled Downtime
If scheduled downtime is necessary, Pubble will provide at least 48 hours advance notice. In a year, scheduled downtime won't exceed 10 hours.
Updates
As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting: www.chatify.com/sla
This SLA was last updated on 25 March 2020.