(Last revision – January 31, 2020)
Definitions. Except as otherwise modified or defined herein, all capitalized terms in this Service Level Agreement ("SLA") have the same meanings as set forth in the Agreement.
“Attributable Monthly Subscription Fee” means one-twelfth of the base annual fee for the Services.
“Emergency Maintenance” means downtime of the Service outside of the Scheduled Maintenance Window hours that is required to complete the application of urgent patches or fixes, or to undertake other urgent maintenance activities. If Emergency Maintenance is required, Egnyte will immediately contact Customer and provide the expected start time of the Emergency Maintenance, its planned duration, and whether Egnyte expects the Services to be unavailable during the Emergency Maintenance.
“Scheduled Maintenance Window” means the window during which scheduled maintenance of the Services may be performed, which may cause the Services to be unavailable. The Scheduled Maintenance Window occurs each Friday, 10:00 PM to 1:00 AM (Pacific Standard Time) for North American based customers and 12:00 AM to 3:00 AM CET for European based customers, and will not exceed three hours per calendar quarter. Additional, non-impactful updates to the Services may be released periodically during the work week.
“Service Credit” means the percentage of the Attributable Monthly Subscription Fees that is awarded to Customer for a validated claim related to breach of the SLA during that month.
“Service Availability” means the percentage of total time in a given month during which the Services are at least available to Customer through a web browser, excluding the Scheduled Maintenance Window and Emergency Maintenance.
|% of Service Availability per Calendar Month||Service Credit|
|99.9% to 99.5%||10%|
|99.4% to 99.0%||25%|