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SLA (Service Level Agreement)
SLA (Service Level Agreement)
Service Status
API

SLA (Service Level Agreement)

1. Service Description

This Service Level Agreement (SLA) outlines the terms and conditions for the provision of services by Spate, a SaaS provider, to subscribers to the services provided.

2. Service Availability

  • The services will be available 24 hours a day, 7 days a week, excluding scheduled maintenance windows.
  • Scheduled maintenance windows will be communicated to the customer at least 48 hours in advance, and will not exceed 12 hours per occurrence.
  • In the event of unscheduled downtime, Spate will use commercially reasonable efforts to restore services within 8 hours of detection during business days.

3. Performance Metrics

  • Spate guarantees a minimum uptime of 99.0% over the course of a calendar month, excluding scheduled maintenance windows.
  • Performance metrics such as response time, latency, and throughput will be monitored and maintained within acceptable levels as defined in the service documentation.

4. Customer Support

  • Customer support will be available via email and/or ticketing system during business hours (9:00 AM ET to 5:00 PM ET, Monday to Friday, excluding holidays).
  • Response times for support inquiries are as follows:
    • Critical Issues: 8 hours during business days
    • Significant Issues: 8 hours during business days
    • Other Issues: Within 24 hours
  • Support requests received outside of business hours will be addressed at the earliest opportunity during the next business day.

5. Data Security and Privacy

  • Spate will implement industry-standard security measures to protect customer data from unauthorized access, disclosure, or alteration.
  • Customer data will be stored in compliance with applicable data protection laws and regulations.
  • Regular security audits and vulnerability assessments will be conducted to ensure the integrity of the system.

6. Escalation Procedures

  • In the event of a service outage or critical issue, escalation procedures will be followed to ensure timely resolution.
  • Escalation contacts and procedures will be provided to the customer upon request.

7. Service Level Credits

  • In the event that Spate fails to meet the agreed-upon service levels, service level credits may be issued to the customer.
  • Service level credits will be calculated based on the extent of the service level breach and will be applied to the customer's account in the following billing cycle.

8. Termination

  • Either party may terminate this agreement with written notice if the other party fails to cure a material breach within 30 days of receiving notice of such breach.

9. Miscellaneous

  • This SLA constitutes the entire agreement between the parties and supersedes all prior agreements and understandings.
  • This SLA may be amended or updated by Spate with prior notice to the customer.

10. Governing Law

  • This SLA shall be governed by and construed in accordance with the laws of the state of Delaware without regard to its conflict of law principles.

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