Service Level Agreement (SLA)

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Definitions

1. Platform — the contracted RevoEngine instance operated by the Platform Operator.
2. Plan — the tier included in the Agreement: Start, Standard, Plus, Business, or Enterprise.
3. Emergency Maintenance — critical maintenance that must be performed as soon as possible because of a critical Platform issue or total unavailability.
4. Scheduled Maintenance — routine Platform maintenance scheduled with at least two days’ notice and usually planned at least one week in advance.
5. Downtime — more than a one-percent Error Rate.
6. Error Rate — the number of Valid Units that could not be processed successfully, for example synchronous Platform API or Endpoint requests returning HTTP status 5XX, except reserved Endpoint status 502, or asynchronous units that finished with ERROR, subject to a minimum of 100 Valid Units in the measurement period. Synchronous sequential requests do not count toward the Error Rate when unit processing duration is greater than 60 seconds unless they conform to the Retry Policy.
7. Downtime Period — a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime lasting less than one minute are not counted toward a Downtime Period.
8. Retry Policy — when an Error occurs, the Client sending a Valid Unit must wait before sending the request again. The minimum wait is one second for each consecutive Error, increasing exponentially up to 30 seconds.
9. Platform Credit — the percentage of the monthly bill covered by a service credit when the SLO is not met. Platform Credits may be used for upgrades, quota increases, or future invoices, cannot be transferred or withdrawn, and may be used only for RevoEngine Services.
10. Valid Unit — a synchronous unit such as an API request, an asynchronous unit triggered by an Event or Schedule, or a WebSocket operation that conforms to the documentation and would normally result in a non-error response or status.
11. Monthly Uptime Percentage — the total number of minutes in a month minus the number of minutes of Scheduled Maintenance and the number of minutes of Downtime across all Downtime Periods in that month, divided by the total number of minutes in the month.
12. Support — the unit responsible for providing support for the RevoEngine Platform and Services. The Support Policy is an annex to the Cloud Services and Support Terms and Conditions.

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1. Platform Credits

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2. Exclusions

• The Agreement is for the Start tier.
• Features and Services that are in the Preview mode (explicitly mentioned in the Documentation).
• Features and Services that are excluded from the SLA (explicitly mentioned in the Documentation).
• Errors caused by factors outside our responsible control:
  • a) errors resulting from the Client’s software or hardware, third-party software or hardware, or both;
  • b) errors resulting from abuse or violation of the Platform Terms and Conditions or Cloud Services and Support Terms and Conditions;
  • c) errors resulting from quotas applicable to the Agreement and instance configuration;
  • d) errors resulting from inefficient Components delivered by or for the Client;
  • e) errors resulting from failure to follow the documentation and its best practices; or
  • f) errors resulting from an outage of an underlying infrastructure provider outside the Platform Operator’s reasonable control.

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Revision History