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Service Level Agreement

ChainIT SLA (Service Level Agreement) - Proposed

Effective Date: March 31, 2024
Version: 1.0

This Service Level Agreement (“SLA”) outlines the service availability, responsibilities, and support commitments provided by ChainIT to its customers. It applies to all production services unless otherwise stated in a separate agreement.

  1. Service Commitment

ChainIT will use commercially reasonable efforts to ensure that its services are available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle. If ChainIT does not meet this Service Commitment, customers will be eligible to receive a Service Credit as described below.

 

      2.   Service Credits

Service Credits are calculated as a percentage of the total charges paid by the customer for the affected ChainIT service in the applicable billing cycle, based on the Monthly Uptime Percentage:

 
 
 

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.9% but greater than or equal to 99.0%

5%

Less than 99.0% but greater than or equal to 95.0%

10%

Less than 95.0%

25%
 

Service Credits will be applied against future payments for the applicable ChainIT service. They will not entitle customers to a refund or other payment from ChainIT.

 

     3.  Credit Request and Payment Procedures

To receive a Service Credit, customers must submit a claim by opening a case with ChainIT's support center. The credit request must be received by ChainIT within two billing cycles after the incident and include:

  • The words "SLA Credit Request" in the subject line.

  • The dates and times of each incident of Unavailability that the customer is claiming.

  • Logs or other documentation that corroborate the incidents of Unavailability.

If the Monthly Uptime Percentage of such a request is confirmed by ChainIT and is less than the Service Commitment, ChainIT will issue the Service Credit within one billing cycle following the month in which the request occurred.

      4.  SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of ChainIT services, or any other ChainIT service performance issues:

  • Caused by factors outside of ChainIT's reasonable control, including any force majeure event or Internet access issues beyond the demarcation point of ChainIT.

  • Resulting from any actions or inactions of the customer or any third party.

  • Resulting from the customer's equipment, software, or other technology.

  • Arising from ChainIT's suspension or termination of the customer's right to use the applicable ChainIT service in accordance with ChainIT's terms of service.

  • Scheduled maintenance (with prior notice): Unavailability due to maintenance that is announced by ChainIT in advance through the designated customer communication channels.

This SLA sets forth the sole and exclusive remedy for service availability issues. ChainIT's total liability for any claim related to service unavailability shall not exceed the amount of Service Credits available under this SLA.