Service Level Agreement
This Service Level Agreement (SLA) outlines the performance commitments for a Cloud Service, including target uptime and response times. It details how availability and response times are calculated and specifies remedies such as service credits and termination rights if performance targets are not met. This document is designed to be an add-on to a Common Paper Cloud Service Agreement.
Service Level Agreement
These are Standard Terms that are designed to be used as a modular add-on to the Common Paper Cloud Service Agreement, incorporated by reference. If you are not adding on this SLA to the CSA and using it in a different capacity, you must ensure each of the defined terms is personalized for your needs.
Please see the CSA saved within this Common Paper repository and select the version 'with Service Level Agreement' for collated terms.
Uptime
Target Uptime. If there is a Target Uptime, Provider will use commercially reasonable efforts to make the Cloud Service available for at least the Target Uptime as calculated each calendar month.
Calculating Uptime. Provider and Customer agree to calculate availability of the Cloud Service as the total number of Available Minutes minus the number of Downtime Minutes, divided by the total number of Available Minutes, measured in a calendar month. If the Subscription Period includes a partial month, the numerator and denominator will only include the days that are part of the Subscription Period for that month.
Response Time
Target Response Time. If there is a Target Response Time, Provider will use commercially reasonable efforts to respond to support requests sent to the Support Channel within the Target Response Time.
Calculating Response Time. Provider and Customer agree to calculate Provider’s response time as the total time between when Customer submits a support request to the Support Channel and when Provider or Provider’s support representative specifically acknowledges the request. An automated response is not a specific acknowledgement for purposes of this SLA.
Remedies
Service Credit. If there is a Target Uptime and Cloud Service availability falls below the Target Uptime, Customer is eligible to receive an Uptime Credit. If there is a Target Response Time and neither Provider nor Provider’s support representative acknowledge a support request submitted to the Support Channel within the Target Response Time, Customer is eligible to receive a Response Time Credit. Service Credits only apply towards future Cloud Service Fees owed by Customer to Provider.
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