Service Level Agreement (SLA)
Last Updated: 9/1/2016
This Service Level Agreement (“SLA”) supplements the ToggleHQ Terms of Service (“TOS”), as applicable, and together such documents and others referenced in the TOS form a binding agreement (the “Agreement”) between ToggleHQ and Customer. Unless otherwise provided herein, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS, as applicable.
Section 1. Service Commitment
During the Term of the Agreement, the ToggleHQ Platform will provide a Monthly Uptime Percentage to Customer of at least 99.5% excluding Scheduled Downtime (the “SLA”).
Section 2. Definitions
- Downtime means the ToggleHQ Platform is not available for use according to performance and monitoring data utilized by ToggleHQ at its sole discretion. Downtime does not include the period of time when the ToggleHQ Platform is not available as a result of Scheduled Downtime.
- Monthly Uptime Percentage means the total number of minutes in a calendar month minus the total duration in minutes of Downtime in that month, divided by the total number of minutes in that month.
- Scheduled Downtime means times where ToggleHQ notifies Customer of periods of Downtime for scheduled maintenance at least twenty-four hours in advance of such Downtime. ToggleHQ will make commercially reasonable efforts to schedule maintenance during low traffic times. Customers shall be notified of Scheduled Downtime via email and/or notification within the ToggleHQ Dashboard.
- Service Credit means a percentage of the Fees for the calendar month in which the SLA is not met, to be credited against Customer’s future Fees if requested by Customer in accordance with Section 4 below.
Section 3. Service Credit
In a calendar month during which the SLA is not met as defined in the Service Commitment, as confirmed by ToggleHQ in its sole discretion, ToggleHQ will credit a Customer’s account with a non-transferrable Service Credit equal to 10% of the Fees paid by Customer in the applicable calendar month. Service Credit will be issued for future use only and must be requested by Customer. No refunds or cash value will be provided.
Section 4. Service Credit Request
To apply for Service Credit, Customer must submit a request to firstname.lastname@example.org within 30 days of the end of the calendar month in which the Downtime occurred with the subject line “SLA Service Credit.” The request must include the dates and times of the Downtime for which Service Credit is being requested, and any applicable information that documents the claimed Downtime.
Section 5. Exclusive Remedy
This SLA states Customer's sole and exclusive remedy for any failure by ToggleHQ to meet the SLA or other failure of the ToggleHQ Platform, including without limitation for any breach of warranty, except as specifically set forth in the Agreement. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement.
Section 6. SLA Exclusions
The SLA does not apply to any: (a) features designated beta, early access, free trial, limited preview, or preview, (b) features excluded from the SLA in the associated Services Documentation, (c) pre-production test environments, or (d) Downtime: (i) caused by factors outside of ToggleHQ’s reasonable control; (ii) caused by any force majeure event, (iii) that resulted from Customer’s software or hardware or third party software or hardware under Customer’s control, or both; (iv) that resulted from abuses or other behaviors that violate the Agreement.