WoodWing Service Level Agreement
Last Updated: May 26, 2015
This Service Level Agreement ("SLA") is a policy governing the use of the Services under the WoodWing Terms of Service (the "WoodWing Agreement") between WoodWing B.V. ("WoodWing", "us" or "we") and users of Services ("you"). Except as otherwise provided herein, this SLA is subject to the terms of the WoodWing Agreement. Terms not otherwise defined herein will have the meaning given to them in the WoodWing Agreement. We reserve the right to change the terms of this SLA in accordance with the WoodWing Agreement.
"Service Availability" means that Services may be accessed and used by you (as measured by WoodWing).
Services shall be available at least ninety-nine and nine tenths percent (99.9%) of the time each calendar month.
WoodWing will measure uptime by checking the response of the WoodWing ContentCloudService HTTP API. Every one (1) minute, a third-party service will attempt to access the WoodWing ContentCloudService API. If the service does not receive a successful HTTP response - that is, a HTTP response code of 2XX or 3XX - then that will count as one minute of downtime. The unavailability of the Services will be calculated from the time that such unavailability is reported by you to email@example.com. We reserve the right to make reasonable changes to this measurement procedure.
If WoodWing fails to meet the Service Availability SLA during any one calendar month period, then you will be eligible for a service credit (the "Service Credit(s)") in the amount of ten percent (10%) of the monthly fee for the affected service. For every additional one (1) percent of the calendar month that Service Availability is unavailable, you will be eligible for an additional Service Credit in the amount of ten percent (10%) of the monthly service fee for the affected service, up to 100% of the monthly service fee.
Credit requests and payment.
Should you wish to make a claim it must be received within 2 working days of the downtime and must be made by raising a Support Ticket to our Customer Success department via your My Activities panel on the WoodWing HelpCenter or sending an email to WoodWing at firstname.lastname@example.org. You must include either your WoodWing ContentCloudService account ID or registered email address, and dates and times of unavailability. If we confirm that you are owed Service Credits, we will issue a credit to your account within ten (10) business days. Credits may only be used against future billing charges. The Service Credits shall be your sole and exclusive remedy for any failure of the Services to operate in accordance with the SLAs. The parties acknowledge that each Service Credit is a genuine pre-estimate of the loss likely to be suffered by you and not a penalty.
The calculation of Service Availability SLA excludes instances of: your acts or omissions, force majeure events, scheduled downtime (48h notice), hackers or virus attacks, unavailability of Amazon Web Services, or emergency maintenance.