Availability SLA
Definitions
- Hydrolix Control means elements that are entirely under Hydrolix’s control and are not a consequence of customer and/or 3rd party hardware or software failures, connectivity issues or operator errors and are not a consequence of acts of god, war, natural disasters or terrorist actions.
3rd party systems that are not under Hydrolix Control include the cloud computing services procured by the customer and within which the Hydrolix services operate. - Degraded Performance means the Hydrolix services are unresponsive or producing error condition(s) that meet all of the following conditions:
- The degraded performance symptom(s) is observable or reproducible by customer or Hydrolix.
- The degraded performance symptom(s) is preventing the customer from utilizing the Hydrolix service for its intended and documented purpose.
- The degraded performance is caused by issues under Hydrolix Control.
- Scheduled maintenance windows do not qualify as Degraded Performance.
Availability Invoice Credits
Hydrolix customers who experience a documented period of Degraded Performance shall be entitled to Invoice Credits according to the following table.
| Period of Degraded Performance | Monthly Availability Percent | Monthly Credit Percent |
|---|---|---|
| Up to 4.32 minutes | 99.99% or higher | 1% |
| Up to 43.8 minutes | 99.90% or higher | 5% |
| Up to 7.2 hours | 99.00% or higher | 10% |
| Up to 14.4 hours | 98% or higher | 25% |
| More than 14.4 hours | Less than 98% | 50% |
Invoice Credits Details
- Invoice Credits accrue on a monthly basis.
- Credit Amount for a month is equal to the Monthly Credit Percent multiplied by that month’s invoice for the Hydrolix service(s) that experienced Degraded Performance.
- Credit invoices cannot exceed the invoice amount for the month the Degraded Performance occurred.
Invoice Credit Requirements
- A support ticket must be opened with Hydrolix to report the period of Degraded Performance. The support ticket must contain sufficient documentation to support the definition of Degraded Performance given in this SLA and sufficient details to enable the period of Degraded Performance to be calculated.
- Customers must request Invoice Credits within 30 days of the period of Degraded Performance.
- Invoice Credits will be applied to customer invoice no later than two months following the month an Invoice Credit was incurred.
- A pending credit does not release a customer from its obligation to pay Hydrolix invoices in full when due.
Updated 10 days ago