This Service Level Agreement (SLA) is a part of your Qonversion Terms of Service or Qonversion Service Agreement. This SLA applies only to Growth and Enterprise service plans. If you are using Free, Starter or any other legacy service plan, please, consider upgrading to the Growth Plan to be covered by this SLA.
The SLA describes Qonversion’s commitments to uptime and connectivity for the Qonversion platform. When data is the lifeblood of your business, you want to ensure your subscription infrastructure is reliable and secure. Service Level Agreements set an expectation for uptime and performance and are a key input for designing systems to meet business needs. Qonversion Subscription Management service now offers a 99.99% API (customer entitlements and purchases processing) availability SLA in its Growth and Enterprise service tiers. It is backed by up to a 100% monthly cost credit for when the SLA is not maintained.
1. Qonversion Inc (“Company”) commits to providing a level of service to Customers subscribed to the Growth and Enterprise Plans, demonstrating:
1.1 99.99% API Uptime. The Service will serve Customer Purchases and Entitlements 99.99% of the time.
1.2 Penalties. If the Service fails to meet the above service level, the Customer will receive a credit equal to the result of the Service Credit calculation in Section 6 of this SLA.
2.2 “Growth Plan” or “Enterprise Plan” are specific service plans provided by the Company according to the Company’s pricing page. Customers can find their current plan information in the Billing section of their Qonversion account.
2.3 “Claim” means a claim submitted by Customer to Company pursuant to this SLA that a Service Level has not been met and that a Service Credit may be due to Customer.
2.4 “Customer” refers to the organization that has purchased and explicitly enabled Services from Company at the Growth or Enterprise Plans.
2.5 “Customer Purchases” and “Customer Entitlements” means any in-app purchases or corresponding entitlements from any IOS or Android application owned or operated by Customer and routed to, passed through and/or stored on or within the Company’s network or otherwise transmitted or routed using the Service.
2.6 “Customer Planned Downtime” is downtime specified by the Customer that is to be excluded from any calculation of an Outage Period. This would apply to any time when the Customer has requested Service access suspended from their environment.
2.7 “Customer Support” means the services by which Company may provide assistance to Customer to resolve issues with the Service.
2.8 “Force Majeure” refers to any downtime minutes that are the result of events or conditions beyond the Company’s reasonable control. Such events might include but are not limited to any acts of common enemy, the elements, earthquakes, floods, fires, epidemics, and inability to secure products or services from other persons or entities.
2.9 “Incident” means any set of circumstances resulting in a failure to meet a Service Level.
2.10 “Outage Period” is equal to the number of downtime minutes resulting from an Unscheduled Service Outage.
2.11 “Scheduled Availability” is the total number of minutes in the month minus any Customer Planned Downtime, and downtime caused by Force Majeure.
2.12 “Service” means, collectively, the information, tools, features and functionality located on Qonversion.io, through any Qonversion.io APIs, or through any software or other websites that interface with Qonversion.io or its APIs.
2.13 “Service Credit” is the percentage of the monthly service fees for the Service that is credited to Customer for a validated Claim.
2.14 “Service Level” means standards Company chooses to adhere to and by which it measures the level of service it provides as specifically set forth below.
2.15 “Unscheduled Service Outages” are those interruptions to the Service that have not been previously communicated to the Customer and that result in the Customer’s application being unavailable to launch and track new purchases or process existing entitlements for its customers or users. Unscheduled Service Outages exclude downtime minutes resulting from Customer Planned Downtime or downtime caused by Force Majeure.
3. Service Credit Claims.
3.1 Company provides this SLA subject to the following terms.
3.2 In order to be eligible to submit a Claim with respect to any Incident, the Customer must first have notified Customer Support of the Incident, using the procedures set forth by Company, within five business days following the Incident.
3.3 To submit a Claim, Customer must contact Customer Support and provide notice of its intention to submit a Claim. Customer must provide Customer Support with all reasonable details regarding the Claim, including but not limited to detailed descriptions of the Incident(s) and the duration of the Incident.
3.4 In order for Company to consider a Claim, Customer must submit the Claim, including sufficient evidence to support the Claim, by the end of the billing month following the billing month in which the Incident which is the subject of the Claim occurs.
3.5 Company will use all information reasonably available to it to validate Claims and make a good faith judgment on whether the SLA and Service Levels apply to the Claim.
4. SLA Exclusions.
4.1 This SLA and any applicable Service Levels do not apply to any performance or availability issues:
(a) Due to factors outside Company’s reasonable control;
(b) That resulted from Customer’s or third-party hardware or software;
(c) That resulted from actions or inactions of Customer or third parties;
(d) Caused by Customer’s use of the Service after Company advised Customer to modify its use of the Service if Customer did not modify its use as advised;
(e) During beta and trial Service (as determined by Company); Or
(f) Attributable to the acts or omissions of Customer or Customer’s employees, agents, contractors, or vendors, or anyone gaining access to Company’s Service by means of Customer’s Authorized Users’ accounts or equipment.
5. Service Credits.
5.1 The amount and method of calculation of Service Credits are described below in Section 6.
5.2 Service Credits are Customer’s sole and exclusive remedy for any violation of this SLA.
5.3 The total amount of Service Credits awarded in any twelve (12) month period shall not, under any circumstance, exceed two (2) months of a Customer’s cumulative total monthly service fees.
5.4 Service Credits for this SLA will only be calculated against monthly recurring fees associated with the Service.
6. Service Credit Calculation.
6.1 For any and each Outage Period during a monthly billing period the Company will provide as a Service Credit an amount calculated as follows: