CloudLock Service Level Agreement
CloudLock SLA. During the Term of the applicable CloudLock Agreement (the “Agreement”), the CloudLock Covered Services web interface will be operational and available to Customer at least 99% of the time in any calendar month (the “CloudLock SLA“). If CloudLock does not meet the CloudLock SLA, and if Customer meets its obligations under this CloudLock SLA, Customer will be eligible to receive the Service Credits described below. This CloudLock SLA states Customer’s sole and exclusive remedy for any failure by CloudLock to meet the CloudLock SLA.
Definitions. The following definitions shall apply to the CloudLock SLA.
- “Downtime” means, for a domain, if there is more than a ten percent user error rate. Downtime is measured based on server side error rate.
- “CloudLock Covered Services” means the CloudLock Service.
- “Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
- “Scheduled Maintenance” means those times where CloudLock notifies Customer of periods of expected Service disruptions at least 5 days prior to the commencement of such Service disruption.
- “Service” means the CloudLock service (also known as CloudLock), provided by CloudLock to Customer under the Agreement.
- “Service Credit” means the following:
| Monthly Uptime Percentage | Days of Service added to the end of the Service term, at no charge to Customer |
|---|---|
| < 99% – ≥ 97.5% | 2 |
| < 97.5% – ≥ 95.0% | 5 |
| < 95.0% | 10 |
Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify CloudLock within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.
Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by CloudLock to Customer for all Downtime that occurs in a single calendar month shall not exceed ten days of Service added to the end of Customer’s term for the Service. Service Credits may not be exchanged for, or converted to, monetary amounts.
Scheduled Maintenance. Errors Requests that result from Scheduled Maintenance do not count against the SLA. There will be no more than 10 hours of aggregate Scheduled Maintenance per monthly billing cycle.
Cloud SLA Exclusions. The CloudLock SLA does not apply to any services that expressly exclude this CloudLock SLA (as stated in the documentation for such services) or any performance issues: (i) caused by factors described in the “Limitation of Liability” section of the CloudLock Terms of Service Agreement; (ii) that resulted form Customer or third party software or hardware, or as a result of action or inaction on behalf of the Customer or third party; (iii) that resulted from Customer’s Google Apps performance; (iv) that resulted from Google App Engine service disruptions outside the control of CloudLock; (v) Problems outside of CloudLock’s reasonable control.
