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SLA.md

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This Service Level Agreement ("SLA") is entered into by and between Minitwit ("the Service Provider") and the customer ("the Customer").

Scope

This SLA applies to the Minitwit web-service provided by the Service Provider to the Customer.

Definitions

  • Downtime: Defined as the time where the Minitwit service returns a status code 500.
  • Uptime: Defined as the time where the Minitwit service is operational and not experiencing downtime.
  • External Factors: Defined as events outside of the Service Provider's control, including but not limited to, acts of nature, acts of terrorism, power failures, or Internet connectivity issues.
  • Scheduled Downtime: Any planned maintenance or upgrades to the Minitwit service that are communicated to the Customer at least 72 hours in advance via email or other forms of electronic communication.

Service Level Objective

The Service Provider guarantees 90% uptime per month for the Minitwit web-service.

Remedy for Service Failure

If the Service Provider fails to meet the Service Level Objective during any given month, the Customer is entitled to a full refund for that month.

Exclusions

This SLA does not apply in the event of downtime induced by External Factors or Scheduled Downtime.

Service Availability Monitoring

The Service Provider will monitor the availability of the Minitwit service 24 hours a day, 7 days a week.

Availability Reports

The Service Provider will provide monthly uptime and downtime reports to the Customer.

Modification of SLA

The Service Provider reserves the right to modify this SLA at any time. The Customer will be notified of any changes to this SLA.

Termination

The Customer may terminate this SLA if the Service Provider fails to meet the Service Level Objective for three consecutive months.

Governing Law

This SLA shall be governed by and construed in accordance with the laws of the jurisdiction where the Service Provider is located.