Service Level Agreement
Last Updated: October 7, 2021
This Service Level Agreement (“SLA”) is a policy governing the use of the Services (“Services”) and applies separately to each account using the Services. In the event of a conflict between the terms of this SLA and the terms of the General Services Agreement or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.
StoreToDoor may amend this SLA from time to time, with or without prior notice.
ARTICLE 1 SERVICE COMMITMENT
StoreToDoor will use commercially reasonable efforts to make the Services available with a Weekly Uptime Percentage of at least 99.00% for each StoreToDoor region, during any weekly billing cycle (the “Service Commitment”) but StoreToDoor does not guarantee that this service level can or will always be achieved. In the event that the Services does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
ARTICLE 2 SERVICE CREDITS
Service Credits are calculated as a percentage of the total charges paid by you for Services in the affected StoreToDoor region for the weekly billing cycle in which the Weekly Uptime Percentage fell within the ranges set forth in the table below:
Weekly Uptime Percentage Service Credit Percentage
Less than 99.0% 5%
We will apply any Service Credits only against future Services payments otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Service Commitment was not met. Service Credits will not entitle you to any refund or other payment from StoreToDoor. A Service Credit will be applicable and issued only if the credit amount for the applicable weekly billing cycle is greater than one dollar ($1 CAD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
ARTICLE 3 CREDIT REQUEST AND PAYMENT PROCEDURES
To receive a Service Credit, you must submit a claim by emailing firstname.lastname@example.org. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
1. the words “SLA Credit Request” in the subject line;
2. the dates, times, and StoreToDoor regions of each lack of Availability incident that you are claiming;
3. the affected Service(s);
4. the billing cycle with respect to which you are claiming Service Credits;
5. your request 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).
If the Weekly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
ARTICLE 4 SERVICES SLA EXCLUSIONS
The Service Commitment does not apply to any unavailability, suspension or termination of Services, or any other Service performance issues: (i) caused by factors outside of our reasonable control including any force majeure event or Internet access or related problems beyond the demarcation point of the Services; (ii) that result from any voluntary actions or inactions by you or any third party (e.g., scaling of provisioned capacity, misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys or making encryption keys inaccessible, etc.); (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (iv) that result from you not following the best practices described in the Documentation on the StoreToDoor Site; (v) Scheduled Downtime; or (vi) arising from our suspension or termination of your right to use the Services in accordance with the Agreement (collectively, the “Services SLA Exclusions”).
If availability is impacted by factors other than those used in our Weekly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
ARTICLE 5 SCHEDULED DOWNTIME
Scheduled Downtime will not exceed 8 hours in any calendar week, without the prior consent of Customer. Scheduled Downtime is currently scheduled during a weekly maintenance window beginning on Saturday at 10:00 pm Local Time in each week and ending on Sunday at 6:00 a.m. Local Time (excluding emergency maintenance).
ARTICLE 6 DEFINITIONS
“Availability” is calculated for each 5-minute interval as the percentage of Requests processed by the Services that do not fail with Errors and relate solely to the provisioned Services. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
An “Error” is any Request that fails due to a Services internal service error.
“Request” is an invocation of an endpoint of any API hosted on the Services.
“Scheduled Downtime” means
(a) any period of scheduled unavailability related to network, hardware, software or service maintenance, upgrades or other technical work; and
(b) any period of emergency maintenance for critical patches, including security patches, with advance notice to Customer.
“Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
“Weekly Uptime Percentage” for a given StoreToDoor region is calculated as the average of the Availability for all 5-minute intervals in a weekly billing cycle. Weekly Uptime Percentage measurements exclude any lack of Availability resulting directly or indirectly from any Services SLA Exclusion.