This service level agreement (this "SLA") covers the service level provided by ObjectRocket to its customers using the ObjectRocket database services. Unless otherwise specified herein, the terms of this SLA are subject to the ObjectRocket MSA. ObjectRocket reserves the right to change this policy in accordance with the terms of the ObjectRocket MSA.
We guarantee that your primary ObjectRocket Instance(s) will be available 99.95% of the service year (see definitions below), excluding scheduled maintenance, data migration efforts requested by the customer or system resizing as requested by the customer. A customer will be eligible for Service Credits (as set forth below) if we fail to meet our guarantee and the customer properly exercises its right to a Service Credit within 30 days of the Unavailability (as defined below). Service Credits will be calculated as a percentage of the fees for the primary ObjectRocket Instance impacted by the failure for the current month’s billing period during which the failure occurred. Please see the table below for details. Note this policy is the customer’s sole and exclusive remedy for any failure by ObjectRocket to meet the stated SLA.
| Monthly Availability % | % of monthly bill credited | | ---------------------- | -------------------------- | | 99.00% - < 99.95% | 5% | | 95.00% - < 99.00% | 25% | | < 95% | 50% |
In order to receive credit customers must contact firstname.lastname@example.org within 30 days of the Unavailability in order to be eligible for a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit. Customers must be able to provide exact date, time and duration of the event along with any detailed information outlining the impact (for example, ping response times, availability metrics from 3rd parties).
Our guarantee does not apply to any unavailability, suspension, or termination of your ObjectRocket Instance(s), or any other performance issues: (i) that result from a suspension described in the ObjectRocket MSA; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of ObjectRocket; (iii) that result from any actions or inactions of you or any third party; (iv) 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); or (v) arising from our suspension and termination of your right to use ObjectRocket in accordance with the ObjectRocket MSA. If availability is impacted by factors other than those explicitly listed in this agreement, we may issue a Service Credit considering such factors in our sole discretion.