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Service Level Agreement

This SLA is part of the agreement between ### (COMPANY_NAME) ("Provider") and the customer identified in the applicable Order ("Customer"). It defines the service levels for the backup-as-a-service platform at ### (SERVICE_URL) ("Service").

1. Service Commitment

Provider commits to an Uptime of ### (UPTIME_COMMITMENT)% during each calendar month, excluding Scheduled Maintenance and Force Majeure.

2. Definitions

  • "Uptime" means the percentage of time the core Service is available to receive, store, and retrieve Backup Data.
  • "Downtime" means a period during which the Service is unavailable, excluding Scheduled Maintenance and Force Majeure.
  • "Scheduled Maintenance" refers to maintenance periods notified at least ### (MAINTENANCE_NOTICE_HOURS) hours in advance.
  • "Severity 1 Incident" means a critical issue severely impacting core backup or restore operations without a workaround.

3. Service Credits

If Uptime falls below the stated commitment in a calendar month, Customer is eligible to receive service credits as outlined below:

Monthly Uptime Service Credit (% of monthly fee)
>= ### (UPTIME_COMMITMENT)% 0%
< ### (UPTIME_COMMITMENT)% and>= 99.0% 10%
< 99.0% and>= 95.0% 25%
< 95.0% 50%

4. Claim Process

  1. Customer must submit a claim within ### (CLAIM_DAYS) days after the end of the month in question.
  2. Claims must include detailed logs or evidence demonstrating Downtime.
  3. Approved credits will be applied to the next billing cycle; credits are not refundable or exchangeable.

5. Exclusions

This SLA does not apply to issues caused by:

  • Factors outside Provider’s reasonable control (Force Majeure);
  • Customer’s equipment, software, or network;
  • Use of the Service not in accordance with the Documentation or Terms of Service;
  • Scheduled Maintenance, up to ### (MAX_SCHEDULED_HOURS) hours/month.

6. Support Commitments

  • Support available at ### (SUPPORT_EMAIL) during ### (SUPPORT_HOURS) (### (SUPPORT_TIMEZONE)).
  • Initial response time for Severity 1 Incidents: ### (SEV1_RESPONSE_TIME).

7. Changes to SLA

Provider may update this SLA with at least ### (NOTICE_DAYS) days' notice to Customer. Updates will be posted at ### (SLA_URL).