Triplebyte - Company Service Level Agreement
Last modified: February 04, 2020
Triplebyte SLA. During the Term of the applicable Triplebyte Company Agreement (the "Agreement"), the Service web interface will be operational and available to Customer at least 99.5% of the time in any calendar month (the "Triplebyte SLA"). If Triplebyte does not meet the Triplebyte SLA, and if Customer meets its obligations under this Triplebyte SLA, Customer will be eligible to receive the Service Credits described below. This Triplebyte SLA states Customer's sole and exclusive remedy for any failure by Triplebyte to meet the Triplebyte SLA.
Definitions. The following definitions shall apply to the Triplebyte SLA.
- "Downtime" means, for a domain, if there is more than a five percent user error rate. Downtime is measured based on server side error rate.
- "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.
- "Service" means the Triplebyte Services provided by Triplebyte to Customer under the Agreement.
- "Service Credit" means the following:
|Monthly Uptime||Percentage Days of Service added to the end of the Service term|
|< 99.5% - >= 99.0%||3|
|< 99.0% - >= 90.0%||7|
Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Triplebyte 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 Triplebyte to Customer for all Downtime that occurs in a single calendar month shall not exceed twelve 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.
Triplebyte SLA Exclusions. The Triplebyte SLA does not apply to any services that expressly exclude this Triplebyte SLA (as stated in the documentation for such services) or any performance issues: (i) caused by factors described in the "Force Majeure" section of the Agreement; or (ii) that resulted from Customer's equipment or third party equipment, or both (not within the primary control of Triplebyte).