Service Level Agreement (SLA)
Last updated: 28/7/2024
This Service Level Agreement ("SLA") is an agreement between EnvKeeper ("we", "us", or "our") and users of our services ("you" or "your"). This SLA describes the levels of service you should expect from us and defines the metrics by which these service levels are measured.
1. Service Commitment
EnvKeeper is committed to providing a service with a monthly uptime percentage of at least 99.9%, during any monthly billing cycle (the "Service Commitment").
2. Definitions
- Monthly Uptime Percentage: Calculated by subtracting from 100% the percentage of minutes during the month in which EnvKeeper was in the state of "Unavailable."
- Unavailable: When all connection requests to the service fail during a one-minute period.
- Downtime: The total number of minutes that the service was Unavailable during a monthly billing cycle.
3. Service Credits
If the Monthly Uptime Percentage falls below our Service Commitment in any monthly billing cycle, you may be eligible to receive a Service Credit as described below:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% of monthly fee |
| Less than 99.0% but equal to or greater than 95.0% | 25% of monthly fee |
| Less than 95.0% | 50% of monthly fee |
4. Compliance
EnvKeeper adheres to industry standards and regulations, including PCI DSS, for the secure management of data and payment processing. Please note that EnvKeeper does not directly store or process payment card data. All transactions are securely handled by PCI DSS-compliant third-party providers.
5. Credit Request and Payment Procedures
To receive a Service Credit, you must submit a claim by emailing [email protected]. To be eligible, the credit request must be received by us within 30 calendar days of the occurrence of the incident and must include:
- The words "SLA Credit Request" in the subject line;
- The dates and times of each Unavailability incident that you are claiming;
- The affected EnvKeeper services; and
- Logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
6. SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of EnvKeeper, or any other EnvKeeper performance issues arising from:
- I. Factors outside of our reasonable control, including force majeure events, Internet access issues, or related problems.
- II. Voluntary actions or inactions by you or any third party, including but not limited to configuration errors or misuse of services.
- III. Equipment, software, or technology under your control or that of a third party, except for third-party equipment managed directly by EnvKeeper.
- IV. Downtime or issues resulting from planned maintenance announced in advance.
- V. Suspension or termination of your rights to use EnvKeeper due to a violation of our Terms of Service.
- VI. Issues arising from third-party payment providers, including their compliance with PCI DSS or operational availability.
7. Changes to SLA
We reserve the right to change this SLA at any time, and will provide notice of any material changes on our website or by email. The changes will become effective upon posting or, if we notify you by email, as stated in the email message.
8. Contact Us
If you have any questions about this SLA, please contact us at here.