SLA Policy (Enterprise SaaS) - Free Editor
SLA POLICY (ENTERPRISE SAAS)
TABLE OF CONTENTS
- Definitions
- Uptime Commitment
- Measurement and Exclusions
- Service Credits
- Chronic Failure and Termination Right
- Claim Process
- Maintenance Windows
- Changes to SLA
- Order of Precedence
1. DEFINITIONS
- Availability: (Total Minutes – Downtime) / Total Minutes in month.
- Downtime: Minutes when Production environment is unavailable to all Users due to Provider-controlled causes.
- Excluded Downtime: Scheduled Maintenance, force majeure, Customer-caused issues (AUP breaches, misuse), third-party networks outside Provider control, beta features, unsupported regions.
- Scheduled Maintenance: Planned maintenance with at least [X hours/days] prior notice, not exceeding [Y hours] per month.
2. UPTIME COMMITMENT
- Monthly Availability target: [99.9%] (or negotiated). Measured per calendar month per Production environment.
3. MEASUREMENT AND EXCLUSIONS
- Measured via Provider monitoring tools; Customer logs considered in good faith for validation.
- Exclude Downtime caused by Exclusions above and by incidents limited to non-Production environments.
4. SERVICE CREDITS
| Monthly Availability | Credit (% of monthly fee for affected service) |
|---|---|
| < 99.9% to ≥ 99.5% | [5%] |
| < 99.5% to ≥ 99.0% | [10%] |
| < 99.0% | [15%] |
- Credits are Customer’s sole and exclusive remedy for SLA failures, except as provided in Section 5.
- Credits apply to the month of failure; non-cumulative; cap at [one month] of fees for the affected service.
5. CHRONIC FAILURE AND TERMINATION RIGHT
- If Availability falls below [99.0%] in [2] of [3] consecutive months, Customer may terminate the affected Order on [30] days’ notice and receive a pro-rata refund of prepaid unused fees.
6. CLAIM PROCESS
- Customer must submit a credit request within [30] days after the month in which the SLA shortfall occurred, with timestamps and descriptions.
- Provider reviews and responds within [15] days; validated credits apply to a future invoice.
7. MAINTENANCE WINDOWS
- Scheduled Maintenance: [day/time window, timezone]; emergency maintenance on notice as practicable.
- Maintenance announced via [status page/email].
8. CHANGES TO SLA
- Provider may update prospectively with [30] days’ notice; material reductions require mutual agreement or give Customer a right to reject and retain prior SLA for current term.
9. ORDER OF PRECEDENCE
- This SLA is subject to the SaaS Agreement; if conflict, SaaS Agreement controls except where this SLA is expressly stated to govern Availability/credits.
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