Service Level Agreement

Service Level Agreement

Effective date: 21 September 2021

CavenX provides a 99.99% uptime commitment for customers on the Business+ subscription and above (our service level agreement or SLA). If we fall short of our 99.99% uptime commitment and your workspace is affected, we’ll apply a service credit to your account for future use.

SLA breakdown

Downtime

Downtime is the overall number of minutes CavenX was unavailable during a CavenX fiscal quarter (i.e., 1 February to 30 April and every three months thereafter). CavenX calculates unavailability using server monitoring software to measure the server-side error rate, ping test results, web server tests, TCP port tests and website tests.

Downtime excludes the following:

  • Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
  • Any products or features identified as the pilot, alpha, beta or similar
  • External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
  • Scheduled downtime for maintenance

Uptime commitment

Uptime is the percentage of total possible minutes CavenX was available during a fiscal quarter. Our commitment is to maintain at least 99.99% uptime:

[(total minutes in quarter – downtime) / total minutes in quarter] >99.99%

Scheduled downtime

Sometimes we need to perform maintenance to keep CavenX working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours’ advance notice. In a year, scheduled downtime won’t exceed 10 hours.

Service credit

If we fall short of our uptime commitment, we’ll add credit to each affected account equal to 10 times the amount that the workspace (or, as applicable, org) paid during the period CavenX was down (we call this service credit).

Service credit is not a refund, cannot be exchanged into a cash amount, is capped at a maximum of 30 days of paid service, requires you to have paid any outstanding invoices and expires upon termination of your customer contract. Service credit is the sole and exclusive remedy for any failure by CavenX to meet its obligations under this SLA.

Note, downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive service credit during an outage in their region, while other accounts in other regions that have not been similarly affected will not.

Updates

As our business evolves, we may change our service level agreement. Customers can review the most current version of the service level agreement at any time by visiting this page.

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