Service Level Agreement

The Premium or Enterprise Licensed Material will be operational and available to the Customer at least 99.9% of the time in any calendar month (the "SLA"). If the Licensor does not meet the SLA the Customer will be eligible to receive the Service Credits described below. This SLA states the Customer's sole and exclusive remedy for any failure by the Licensor to meet the SLA.

Definitions 

The following definitions shall apply to the SLA:

  • ‘Downtime’ means, for a domain, if there is more than a five percent user error rate. Downtime is measured based on server side error rate.
  • ‘Monthly Uptime Percentage’ means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
  • ‘Licensed Material Credit’ means the following:
Monthly Uptime Percentage Days of Credit added to the end of the Licensed Material term, at no charge to the Customer
<99.9%> and >=99.0% 2
<99.0%> and >=95.0% 5
<95.0% 10

Request Credit

In order to receive any of the credits described above, Customer must notify the Licensor within thirty days from the time the Customer becomes eligible to receive a credit. Failure to comply with this requirement will forfeit the Customer's right to receive a credit. The aggregate maximum number of days of credits to be issued by the Licensor to the Customer for all Downtime that occurs in a single calendar month shall not exceed ten days.

Support

Phone and email support for the Licensed Material is available Monday to Friday 9am-5pm (UK time), excluding UK public holidays. Other support times and terms are available by separate agreement. SLA

Exclusions

The SLA does not apply to any performance issues: (i) caused by factors caused by Force Majeure; or (ii) that resulted from the Customer's equipment or third party equipment or services including but not limited to the availability of Amazon Web Services, ESA Sentinel data as defined on the Copernicus Open Access Hub and Landsat data as defined by USGS Landsat Data Access.