(Last Updated January 01, 2019)
1 Service Commitment
SoftAView will use commercially reasonable efforts to make SoftAView SaaS service instances available with a Monthly Uptime Percentage (defined below) of at least 99.9% during any month of the year (the “Service Commitment”).
“Monthly Uptime Percentage” for a given service instance is calculated by subtracting from 100% the percentage of 1 minute periods during the month in which the service instance was “Unavailable”, based on the total time in the month. Your service instance is assumed to be 100% available for the any portion of the month in which your subscription is not yet activated. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SoftAView SLA Exclusion (defined below).
“Scheduled Downtime” is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtimes occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news section minimum 5 days in advance.
“Service instance” means a SoftAView SaaS service instance.
3 SoftAView SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of SoftAView, or any other SoftAView performance issues:
- Caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of SoftAView and its providers
- That result from any voluntary actions or inactions from you or any third party (e.g., snapshot restores, misconfiguring security groups, VPC configurations or credential settings, etc.)
- That result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or
- That result from any regularly Scheduled Downtime; or
4 Support response guarantee
SoftAView guarantees online support available within working hours. Support is available via our online Contact Us form, via our phone lines and live chat. Each ticket is replied to within no more than 60 minutes after it has been opened.
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