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Service Level Agreement

CloudLock SLA
This is an archived version of our Usage Policy. View the current version.

Last Modified: August 4, 2016

During the subscription term for CloudLock Services, CloudLock will use commercially reasonable efforts to ensure the CloudLock Service is available at least 99.9% of the Required Monthly Availability (the “CloudLock SLA”). If CloudLock does not meet the CloudLock SLA, and subject to the other terms of this Service Level Agreement, Customer will be eligible to receive the Service Credits as described below.


The following definitions shall apply to the CloudLock SLA:

“CloudLock Service” means the CloudLock cloud application security broker and cybersecurity services purchased by a customer from CloudLock or a CloudLock affiliate or channel partner.
“Customer” means the applicable purchaser of the CloudLock Service subscription.
“Excused Downtime Minutes” means the total number of minutes in a month that the CloudLock Service is not available resulting from scheduled maintenance downtime, other downtime authorized by Customer and minutes that the CloudLock Service is unavailable due to circumstances reasonably beyond CloudLock’s control.
“Outage” means the total number of minutes that the CloudLock Service is unavailable to Customer, less Excused Downtime Minutes, during a given period of time.
“Required Monthly Availability” means the total number of minutes in the applicable month, minus the Excused Downtime Minutes for that month.
“Availability Percentage” means the percentage derived from the following calculation: Required Monthly Availability minus the aggregate of all Outage minutes in the applicable month divided by the Required Monthly Availability.
“Service Credit” means a credit of extra days to be added to the end of the term of this Agreement at no additional charge to Customer.

Service Credits
If CloudLock fails to meet the required 99.9% CloudLock SLA availability in any calendar month, CloudLock will issue Customer a Service Credit as set forth below, upon Customer’s request:


System Availability Percentage Service Credit
≥ 99.9% 0 days
97.5% – 99.89% 2 days
95.00% – 97.49% 5 days
<95.00% 10 days


Customer must request a Service Credit within thirty (30) days’ of learning that Customer is eligible for such Service Credit. The aggregate maximum number of Service Credits to be issued by CloudLock to Customer for all Outages 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. The Service Credits described herein are Customer’s sole and exclusive remedy for any failure by CloudLock to meet the CloudLock SLA.

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