Last updated: February 6, 2021 Service Level Agreement for Insite Teams
Service Commitment
Insite Group Ltd ("us","we", or "our") will use commercially reasonable efforts to make Insite Teams (the "Service") available with a Monthly Downtime Percentage (defined below) of no more than 0.5%, in each case during any monthly billing cycle ("Billing Cycle"), to all Customers and Users of the Service.
If Insite Group Ltd does not meet the Service Level Objective ("SLO"), as outlined below, and if you meet your obligations under this SLA, and fall under the definition of a Customer as outlined below, you will be eligible to receive the Financial Credits described below. This Service Level Agreement ("SLA") contains your sole and exclusive remedy for interruption, partial unavailability, and complete unavailability of the services, and any other item set out in the SLA. Your access to and use of the Service is conditioned on your acceptance of and compliance with our Acceptable Use Policy.
Definitions
The following definitions apply to the SLA:
- "Customer" means an Insite Teams User who has the role of Plan Owner on any Plan as shown under the Plan Owner section of the Plan & Billing page in the Insite Teams Admin Console.
- "Downtime" means a period of service unavailability. Downtime is measured based on server side Error Rate.
- "Downtime Period" means a period of five consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.
- "Error Rate" means the number of Valid Requests that result in a response with HTTP Status 500 and Code "Internal Error", "Unknown", or "Unavailable" divided by the total number of Valid Requests during that period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
- "Financial Credit" means a percentage of the monthly service fees for the Plan that will be either credited or refunded to the Customer. Monthly service fees do not include any one-time payments or fees for technical support/maintenance and/or professional services.
- "Monthly Downtime Percentage" means the total number of minutes of Downtime suffered across all Downtime Periods in a Billing Cycle, divided by the number of minutes in the Billing Cycle.
- "Plan" means an active and paid for Insite Teams Plan owned by the Customer where there are no outstanding payments due
Service Level Objective
Financial Credits which Customers are eligible for are based upon the amount of Downtime in a Billing Period as per the levels of Downtime and the respective Financial Credit amount outlined in the table below.
| Monthly Downtime Percentage | Financial Credit |
|---|---|
| More than 0.5% but less than or equal to 1% | 5% |
| More than 1% less than or equal to 5% | 10% |
| More than 5% | 20% |
Financial Credit Request & Refund Procedures
In order for a Customer to receive a Financial Credit for which they are eligible for as a result of a level of Downtime being exceeded in a Billing Cycle as outlined in this SLA they must notify Insite Group Ltd no more than 30 days after the end of the Billing Cycle in which the eligible level of Downtime occured. Failure to comply with this requirement will forfeit the Customer's right to receive the Financial Credit.
SLA Exclusions
The SLA does not apply to any unavailability, suspension or termination of the Service, or any performance issues: (i) caused by factors outside of our reasonable control, including, without limitation, any force majeure event or Internet access or related problems; (ii) that result from any actions or inactions of the Customer or any third party; (iii) that result from the Customer's equipment, software or other technology and/or third party equipment, software or other technology; (iv) arising from our suspension or termination of the Customers right to use the Service in connection with any breach of the Acceptable Use Policy by the Customer or any other Insite Users who are associated with the Customer's Plan, by a matter of being a member of the Plan or any of the Plan's Project; or (v) features or Services designated Alpha or Beta
If the Service's availability is impacted by factors not calculated by Insite Group Ltd's Monthly Downtime Percentage calculation then we may issue a Financial Credit considering such factors at our discretion.