Last modification: November 2024
In short: we do our best to have the services available and responsive at all time. If we fail to do so, you get additional credits for the next month.
Coverage; Definitions
This Optimaize Service Level Agreement (SLA) applies to clients that have contracted for cloud platform web services from Optimaize.
As used herein, the term “Web Services Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of client’s web service is available for access.
The service is considered available when at least one location of the service that was provided to the customer is fully functional – no matter how many other locations fail.
Service Level
Optimaize guarantees 99.9% Web Service Availability for all clients, which is a maximal downtime of 43.8 minutes per month.
Remedy:
Subject to the following sections below, if the Web Service Availability of client’s monthly subscription contract (not one time credits, not free credits) web service is less than 99.9%, Optimaize will issue additional credits to the client in accordance with the following schedule, with the credits being added to the next monthly cycle and calculated as a percentage of the number of credits available in the subscribed package:
| Web service availability | Downtime per month | Credit percentage |
|---|---|---|
| > 99.9% | < 43.8 minutes | 0% |
| < 99.9% | > 43.8 minutes | 10% |
| < 99% | > 7.2 hours | 50% |
| < 90% | > 3 days | 100% |
Exceptions
Client shall not receive any credits under this SLA in connection with any failure or deficiency of Web Service Availability caused by or associated with:
- outages elsewhere on the internet that hinder access to your account
- resulting lockouts caused by client’s misuse or abuse of the service, or failure of payment
Credit voucher
Optimaize monitors its infrastructure and service availability. In case there was more downtime than promised, the affected customer receive the additional credits and are informed about it. If the customer did not receive such a notification, but believes the service availability was too low, he is required to make a request by sending an email message to nameapi-support () optimaize.com. Each request in connection with this SLA must include client’s name and email address and the dates and times of the unavailability of client’s web service and must be received by Optimaize within ten (10) business days after client’s web service was not available.
If the unavailability is confirmed by Optimaize, additional credits will be applied in the next monthly cycle after Optimaize’ receipt of client’s credit request.