Service Level Agreement
This Service Level Agreement (SLA) for Camino Technologies is made by and between the Service Provider (as identified in the Contract) and the Customer (as identified in the Contract). The Service Provider may make changes to this Service Level Agreement in the future. These changes will be available on the Service Provider’s website. For such changes, Service Provider will try to provide sixty (60) days notice to Customer before changing any benefits or credits being offered to Customer as described in this Service Level Agreement.
The Service Provider will make an effort to achieve a Monthly Uptime Percentage of at least 99.5% for any calendar month during the term of the applicable Contract. If this condition is not met, and so long as Customer’s account with us is active, Customer will be able to process a claim for the service credits described below. Such credits act as compensation for any failure by Service Provider to meet the requirements of this Service Provider SLA. Service Provider and Customer hereby agree to the following information:
The definitions that follow apply to this Service Level Agreement.
“Downtime” refers to the amount of time in which any of Service Provider’s services are inaccessible or cannot be used by Customer, as monitored by Service Provider. Information about Service Provider’s Downtime can be found through the link at the top of this page.
“Monthly Uptime Percentage” is calculated by subtracting the total number of minutes of observed Downtime in a calendar month from the total number of minutes in a calendar month, divided by the total number of minutes in a calendar month.
“Exclusion from Downtime” The following situations do not count towards Downtime when calculating Monthly Uptime Percentage:
- Service unavailability as a result of abnormal scheduled maintenance of the software platform which has the purpose of continuing to provide functional services (Service Provider will try to give Customer at least 48 hours notice of these events); or
- Service unavailability due to any scheduled software upgrades of the platform which have the purpose of continuing to provide functional services, between 6 and 9 PM PST every Tuesday of the calendar week; or
- Service unavailability due to events which are outside the control of Service Provider or its subcontractor(s). This includes any unforeseeable circumstances or occurrences (force majeure), or any failures and access issues related to Customer’s systems. Additionally, any failures of the Internet, and the failure of any other technology, system or equipment used to connect to or access the service does not count as Downtime.
2. Service Credits
Service credits will be issued as a form of financial reimbursement in the case that the Service Provider does not meet the requirements outlined in this Service Provider SLA for a particular month during the term of the applicable Contract. Once a claim has been approved, we will provide such credits based on the table below:
|Monthly Uptime Percentage||Service Credit|
|Less than 99.5% but >= 99.0%||5% of the monthly fee|
|Less than 99.0%||10% of the monthly fee|
3. Claims Procedure
In order to receive service credits for a particular calendar month, Customer must file a claim by email to the Service Provider support team. This must be done within 30 days of the end of the month during which the Service did not meet the Service Provider SLA. Please include the following information in your claim:
- Customer name;
- The name or a description of the particular service of concern;
- The name, email address, and best contact telephone number of the Customer’s appointed contact; and
- Any information supporting the Downtime claim including day, time, and a description of any failure that occurred.
Last updated: September, 2019