Last Updated: March 6, 2019
1. Service Levels and Service Credits for Professional and Enterprise Subscriptions
1.1 Atomist will issue Service Credits as described below in the event that the Uptime Percentage for the Service is less than 99.9% (“SLA”).
1.2 Service Credits are calculated as a percentage of the charges paid by Customer to Atomist for the Hosted Services attributable for the calendar quarter in which Atomist fails to maintain a 99.9% Uptime Percentage over the quarter in accordance with the schedule below.
Downtime means the total accumulated time in minutes during which the Atomist Service is unavailable.
Incident means any single event, or any set of events, that result in Unscheduled Downtime.
Maximum Available Minutes means the total number of minutes for which Customer has paid the Subscription Fees during a quarter.
Uptime Percentage is calculated as:
(Maximum Available Minutes – Unscheduled Downtime) / (Maximum Available Minutes) x 100
Scheduled Downtime means maintenance or updates to the Atomist Service (including to any servers or other hardware required to host the Atomist Service), which has been scheduled in advance, during which the Atomist Service is unavailable to Customer.
Service Credit means a dollar credit, calculated as set forth above, that Atomist may credit back to Customer’s account to be applied to future Subscription Fees and fees for Services.
Service Level means the performance metric(s) set forth in this SLA that Atomist agrees to meet in the delivery of the Atomist Service.
Unscheduled Downtime means the time, other than Scheduled Downtime, during which the Atomist Service is unavailable to Customer.
1.4 SLA Exclusions
The SLA does not apply to Downtime resulting from:
• Scheduled Downtime
• Customer’s acts, omissions, or misuse of the Atomist Services, including violations of the Agreement
• Failures in automations that are implemented and operated by Customer
• Failures of Customer’s internet connectivity
• Factors outside Atomist’s reasonable control, including Internet access related problems, force majeure events, and third party services or technology
• Customer’s equipment, services, or other technology
To file a claim for a Service Credit, Customer must send in a request to Atomist Support (email@example.com), within thirty (30) days of the end of calendar quarter and include: (i) a description of the Incident(s); (ii) information regarding the time and duration of the Unscheduled Downtime; (iii) the number and location(s) of affected Named Users (if applicable); and (iv) description of Customer’s attempts to resolve the Incident at the time of occurrence. Atomist will review claims within thirty (30) days of receipt. After being granted a Service Credit, it will be automatically applied to Customer’s next invoice.
Atomist’s status page is not connected to this SLA and is not an accurate representation of Atomist's availability for the purposes of calculating Service Credits. Service Credits are Customer’s only remedy for any failure by Atomist to meet any SLA obligations as identified in this Section.
Questions should be sent to firstname.lastname@example.org.