Service Level Agreement (SLA)

Last updated: 28/7/2024

This Service Level Agreement ("SLA") is an agreement between EnvKeeper ("we", "us", or "our") and users of our services ("you" or "your"). This SLA describes the levels of service you should expect from us and defines the metrics by which these service levels are measured.

1. Service Commitment

EnvKeeper is committed to providing a service with a monthly uptime percentage of at least 99.9%, during any monthly billing cycle (the "Service Commitment").

2. Definitions

• Monthly Uptime Percentage: Calculated by subtracting from 100% the percentage of minutes during the month in which EnvKeeper was in the state of "Unavailable."
• Unavailable: When all connection requests to the service fail during a one-minute period.
• Downtime: The total number of minutes that the service was Unavailable during a monthly billing cycle.

3. Service Credits

If the Monthly Uptime Percentage falls below our Service Commitment in any monthly billing cycle, you may be eligible to receive a Service Credit as described below:

4. Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by emailing [email protected]. To be eligible, the credit request must be received by us within 30 calendar days of the occurrence of the incident and must include:

• The words "SLA Credit Request" in the subject line;
• The dates and times of each Unavailability incident that you are claiming;
• The affected EnvKeeper services; and
• Logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

5. SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of EnvKeeper, or any other EnvKeeper performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (iv) arising from our suspension or termination of your right to use EnvKeeper in accordance with our Terms of Service.

6. Changes to SLA

We reserve the right to change this SLA at any time, and will provide notice of any material changes on our website or by email. The changes will become effective upon posting or, if we notify you by email, as stated in the email message.

7. Contact Us

If you have any questions about this SLA, please contact us at [email protected].