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  1. How this Service Level Agreement works
    1. This Service Level Agreement (SLA) applies to Your use of the Event Store cloud services provided by Event Store Limited (Event Store), in accordance with the Event Store Cloud Services Subscription Agreement (available at https://www.eventstore.com/cloud-services-subscription-agreement, the Subscription Agreement).
    2. In this SLA, any capitalised words and phrases (like Event Store, or Subscription Agreement) which are not defined in the SLA have the meaning given to them in the Subscription Agreement.
    3. This SLA sets out the service levels Event Store agrees to deliver to You when You use the Event Store Platform, and what Your rights are when We fail to meet those service levels.
    4. We may amend this SLA at any time by giving You at least 60 days’ notice to the email address provided by You on the Order Form.
  2. Service Levels
    1. The Service Levels set out in this SLA:
      1. will only begin to apply 2 Business Days after the Commencement Date. Event Store makes no commitment as to the performance or availability of the Event Store Platform during the first 2 Business Days of the Subscription Term; and
      2. will cease to apply if at any time You fail to comply with any of Your obligations under the Subscription Agreement, and no Service Credits will be available to You in respect of any period during which You are in breach of Your obligations under the Subscription Agreement.
    2. Subject to Section 1, Event Store will use commercially reasonable efforts to ensure that the Event Store Platform is available during Service Hours, in accordance with the Performance Standards.
    3. If We fail to meet the Performance Standards, You may be eligible for Service Credits, provided You comply with the Service Credit Claim procedure in Section 3.
    4. The Performance Standards which apply during Service Hours are as follows:

      PERFORMANCE STANDARDS

      Monthly Uptime Percentage

      Service Credit

      Less than 99.5% but equal to or greater than 99.0%

      10%

      Less than 99.0% but greater than 95.0%

      25%

      Less than 95.0%

      100%

  3. Service Credit Claim
    1. In order to be eligible for a Service Credit, You must submit a Service Credit Claim by:
      1. logging a Support Ticket with support@eventstore.com within 24 hours of becoming aware of any event affecting Event Store Platform service availability;
      2. submitting a written claim for a Service Credit to support@eventstore.com within 30 days of any Downtime which relates to that Service Credit;
      3. including in the Service Credit Claim all relevant information relating to the claim, including:
        • i.   a detailed log of all events relating to any Downtime, including all request logs documenting any errors relating to the Downtime (with any sensitive or confidential information redacted);
        • ii.  a full record of the time and duration of the Downtime;
        • iii.  details of any relevant issues affecting Your, or Your End Users’ systems at the time of the Downtime;
        • iv.  whether any End Users were affected; and
        • v.  what actions You or Your End Users took to try to rectify the Downtime; and
      4. providing Event Store with such further reasonable assistance as We may require in processing Your Service Credit Claim or investigating any Downtime.
  4. Service Credit
    1. We will use reasonable efforts to process all Service Credit Claims within 45 days of receipt.
    2. If We are satisfied that the Performance Standards were not met, and that You have complied with the Service Credit Claim procedure in Section 3, We will apply the relevant Service Credit to the Service Fee for the relevant Subscribed Module in Your next Invoice.
    3. Payment of Service Credits will be Your sole remedy under this SLA for any failure by Event Store to meet the Performance Standards.
  5. Downtime
    1. Downtime will be calculated in respect of each Subscribed Module, as the total number of minutes in each calendar month that the entire Subscribed Module is Unavailable. Unavailable means that, in respect of any whole minute, all of Your (or Your End Users’) attempts to establish a connection with the Subscribed Module within that minute fail.
    2. Downtime does not include any unavailability of a Subscribed Module of less than a whole minute’s duration, and does not include:
      1. any Scheduled Downtime;
      2. any unavailability of a Subscribed Module caused by any events or circumstances outside of Event Store’s reasonable control, including (but not limited to) any network, device or other system failure at your site, or between your site and the Event Store Platform, or any failure of any service provided by the Cloud Provider or any other third party; or
      3. any failure by You or Your Users to comply with the Subscription Agreement, including (but not limited to) your or any third party’s improper or illegal use of the Event Store Platform, or failure to follow appropriate security practices.
  6. Definitions
    1. In addition to the definitions and rules of interpretation set out in the Subscription Agreement, the following definitions apply to this SLA:
      • Downtime: has the meaning given in Section 5.1.
      • Monthly Uptime Percentage: is calculated in respect of each Subscribed Module in each calendar month using the following formula:
        (minutes in the relevant month minus Downtime / minutes in the relevant month) x 100
      • Performance Standards: the standards of performance for the Event Store Platform set out in the table in Section 2.4.
      • Scheduled Downtime: means any time during which Event Store has given at least 7 days’ notice to You by email that the Subscribed Module will be unavailable for a specified period.
      • Service Credit: means a percentage rebate to be credited to You, calculated against the Service Fees for the relevant Subscribed Module for the month in which the Downtime occurred.
      • Service Credit Claim: a claim for a Service Credit as defined, and made in accordance with the procedure set out, in Section 3.
      • Service Hours: 24 hours a day, 7 days a week, 365 days a year, except for any period of Schedule Downtime.