Reltio Service Level Agreement – SaaS Platform
(Last updated May 23, 2023)
This Service Level Agreement (“SLA”) is made in connection with that certain agreement (the “Agreement”) between Reltio, Inc. (“Reltio”) and the customer named therein (“Customer”) pertaining to subscriptions to the Reltio SaaS Platform (such subscriptions to the SaaS Platform as are granted to Customer under the Agreement, a “Subscription”).
The terms of this SLA may be amended by Reltio from time to time by providing thirty (30) days prior notice via the SaaS Platform, or to Customer’s administrator by e-mail or other means; provided that no such amendment will decrease the Monthly Uptime Percentage of 99.95%.
Reltio Service Commitment
During the term of a Subscription to the SaaS Platform granted pursuant to the Agreement, Reltio will use commercially reasonable efforts to make the SaaS Platform available with a Monthly Uptime Percentage of no less than 99.95%. If the Monthly Uptime Percentage is not achieved, Customer will be eligible to receive the Service Credits. This SLA states Customer’s sole and exclusive remedy for any failure by Reltio to meet the Monthly Uptime Percentage.
“SaaS Platform” means the “production environment” only of the online, web-based platform provided by Reltio via https://www.reltio.com that is subscribed to by Customer pursuant to the Subscription, and excludes “sandbox,” “development,” “test” and other non-production environments.
“Monthly Uptime Percentage” means ((A minus B) divided by A), expressed as a percentage, where A is the total number of minutes in a calendar month and B is the number of minutes of Unavailability suffered in that calendar month.
“Unavailability” means when all Users are performing zero read write IO, with pending IO in the queue, but shall exclude Unavailability caused by, related to or arising out of the Exclusions.
“Users” means all individuals who are authorized to access the SaaS Platform pursuant to a Subscription to the SaaS Platform under the Agreement.
“Exclusions” means Unavailability caused by, related to or arising out of any one or more of the following: (a) Planned Downtime, (b) Force Majeure (c) suspension of access to the SaaS Platform in accordance with the Agreement, (iii) acts or omissions of Customer or any third party; (iv) Customer equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Reltio’s direct control); (v) maintenance services provided to Customer.
“Planned Downtime” means times of Unavailability of which Customer will be given at least 8 hours notice via the SaaS Platform. Reltio will use commercially reasonable efforts to schedule Planned Downtime during the weekend hours from 6:00 p.m. Friday to 3:00 a.m. Monday Pacific Time.
“Force Majeure” means circumstances beyond Reltio’s reasonable control, including without limitation, acts of God, acts of government, floods, fires, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Reltio’s employees), communications or internet service provider failures or delays, and denial of service attacks.
Until such time as such reports may be made available by Reltio on-line, upon Customer’s written request, Reltio will provide Customer with periodic reports that will show system availability.
Reltio Service Credits
In order to receive a Service Credit, Customer must claim the Service Credit in writing by e-mail to mailto:email@example.com within thirty (30) days after the end of the month for which the Service Credit is claimed. Failure to claim the Service Credit in accordance with the preceding sentence will constitute a waiver of all of Customer’s rights and remedies with respect to such Monthly Uptime Percentage failure. The maximum aggregate number of Service Credits to be issued by Reltio for all failures of Monthly Uptime Percentage occurring in a single calendar month shall not exceed ten (10) days of Additional Subscription. Service Credits may not be used as, exchanged for, or converted to, monetary amounts or used to offset payments required to be made. The provisions of this paragraph constitute Customer’s sole and exclusive remedy, and Reltio’s sole and exclusive liability, with respect to failures of Monthly Uptime Percentage.
“Service Credit” means one (1) day of Additional Subscription for each one percent (1%) (or fraction thereof) by which 99.95% exceeds the Monthly Uptime Percentage in that calendar month (not to exceed ten (10) days of Additional Subscription with respect to such month).
“Additional Subscription” means a number of days added to the end of the Subscription term, during which the SaaS Platform will be made available to Customer without additional Subscription fee.