Service Level Agreement Monthly

We will only apply service credits to future payments for the inclusive service, which will otherwise be due by you. At our discretion, we may issue the service credit to the credit card with which you paid for the billing cycle in which the downtime occurred. Service Credits do not entitle you to refunds or other payments from AWS. A service credit is only applicable and is only issued if the credit amount is greater than one dollar ($1 USD) for each monthly billing cycle. Service credits cannot be transferred or applied to another account. This SLA applies to subscribers who subscribe to the Algolia plans listed on or after the date of the last update. Changes are not retroactive. If you are already a subscriber at this point, below is a description of your service level agreement. Guaranteed operating time of 99.8 minus the actual monthly operating time, the difference between these values multiplied by 5% of the monthly fee. Credit = (price × outage period minutes × acceleration ratio) ÷ minutes during Algolia`s service month will notify at least thirty (30) days in advance of changes to the SLA affecting a subscriber`s Algolia plan by sending either: (i) an email to the subscriber`s interlocutor to receive notifications; (ii) publication of a communication in the Algolia Scoreboard; or (iii) post a communication on the corresponding AA website. If a change to the SLA has a significant negative impact on the subscriber and the subscriber does not accept the change, the subscriber has the right to terminate the corresponding service order within thirty (30) days of notification of such a change from Algolia.

Based on the previous one, the class of service of the W2E B platform service is (normal) and the class of service for support services is 1 (basic service). This Labs64 NetLicensing Service Level Agreement (“SLA”) is a guideline that governs the use of cloud-based netlicensing services (“NetLicensing Services”) under NetLicensing`s terms of use (the “Terms of Use”) between Labs64 GmbH (“NetLicensing”, “we”, “us”) and netLicensing Services users (“it”). This SLA applies separately to each account used by NetLicensing Services. Unless otherwise stated, this SLA is subject to the Terms of Use. NetLicensing reserves the right to modify the terms of this SLA in accordance with the Terms of Use. (a) Twilio Services: in order to obtain a service credit for twilio services, the customer must, within thirty (30) days from the last day of the calendar month in which the customer affirms that Twilio has not reached or exceeded the threshold of the monthly operating period, must send a request to Twilio via the Twilio customer service portal, available in www.twilio.com/help/contact. The availability of the Twilio APIs for twilio Services is measured by a third-party service provider of services and monitoring services (the “Monitoring Service”) which prepares monthly availability reports available in status.twilio.com. Twilio will, if necessary, adapt the operational results of the monitoring service to take into account the excluded monthly periods. all submissions must include: (i) “SLA claim” as the subject matter of the ticket; (ii) the dates and times of the unavailable monthly period; and (iii) any applicable failure documentation. Each service credit will be applied to future amounts that the customer will have to pay to Twilio for Twilio services. No refunds or cash value are granted. All SLA claims are verified based on measurements made by the monitoring service.

(b) SendGrid Services: to obtain a service credit for the SendGrid Services, the Customer must, within thirty (30) days from the last day of the calendar month in which the Customer asserts that Twilio has not reached or exceeded the monthly operating time threshold or successful connection rate, send a request to Twilio via the customer service portal available in support.sendgrid.com. . .