Cloudron Business Plans Service Level Agreement
Effective from 23 Feb 2016
This Cloudron Business Plans Service Level Agreement Service Level Agreement (“SLA”) governs the use of the Cloudron under the terms of the Cloudron Terms of Service (the “TOS”) between Cloudron UG ("Cloudron", "us" or "we") and users of the Cloudron (“you” or “Customer”). This SLA applies separately to each account using the Cloudron. Unless otherwise provided herein, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. Cloudron reserves the right to change the terms of this SLA in accordance with the TOS.
1. Service Availability
Cloudron UG will use commercially reasonable efforts to make the Cloudron available 99.9% of the time, calculated on a calendar month basis. The Service Availability will be calculated as follows:
Total number of minutes Service is available in a calendar month DIVIDED BY Total number of minutes in a calendar month LESS Excused Downtime
In the event Cloudron UG does not meet the goal of 99.9% API availability in a given calendar month (“Monthly Uptime Percentage”), you will be eligible to receive a Service Credit as described below.
The availability of Apps installed on the Cloudron is not covered under this SLA.
2. How to Receive SLA Credits
Customer will receive a credit of five percent (5%) of Customer’s monthly fee for each hour in which we fail to meet the Service Availability for such month (“SLA Credits”). In order to receive SLA Credits, Customer must make a request in writing to Cloudron UG via Support within 30 days of the event giving rise to such SLA Credits. SLA Credits are based on our monitoring, may not exceed the total amount of recurring fees Customer has paid to us for the month in which we failed to meet the Service Availability, are forfeited at the expiration or termination of the Agreement, may not be aggregated, and will not be paid in cash.
3. Excused Downtime
Scheduled downtime for server maintenance is not regarded as downtime for purposes of relevance for this credit, nor is downtime caused by unavoidable acts of God, nor by third-party digital or physical attacks on Cloudron UG Hosting servers and data centers, such as direct denial of service (DDoS) attacks, or other forms of hacking.
“Excused Downtime” includes:
Emergency maintenance (e.g. in order to apply a patch to address a security vulnerability)
Service Maintenance Times that may be performed during the below schedule. Monday through Sunday 21:00 to 03:00 Central European Time
Cloudron UG reserves the right to measure uptime on its own at any time.