Service Level Agreement
effective July 01, 2023
Service Level Agreement
Vultus Platform services will be available 98% of the time every month If the Vultus Platform does not meet this guarantee, you will be eligible to receive a Service Credit as described below.
Defining Unavailability
The Vultus Platform API will be considered fully or partially unavailable when the API is inaccessible from any location (in which case availability for the API for the relevant time period will be calculated as the fraction of your API requests that are failing worldwide).
Defining Response Time
The Vultus Platform response time is based on the specific Service start and stop times, as recorded by the Vultus Platform.
Uptime and Response Time in a month will be calculated across the Services based on the uptime and response time of each individual Service you use during the month, weighted by the fraction of all your Vultus Platform API requests accounted for by each Service during that month. For purposes of this guarantee, a "month" means a calendar month.
Service Credits
Service credits are calculated as a percentage of the total charges you owe us for Vultus Platform services each month, or your annual fee divided by 12, as follows:
| Total Available Uptime per Month | Credit Amount |
|---|---|
| 100% - 98% | 0% |
| 97.99% - 95% | 10% |
| Less than 95% | 25% |
To receive a credit, you must contact Vultus within 30 days following the end of the unavailability/slowness via email at info@vultus.se and include the dates and times of unavailability/slowness. If we confirm that the percentage in a month covered by your request is below 98%, we will issue you the service credit. Service credit is added to the end of your term for the service, and cannot be exchanged for, or converted to, monetary compensation. The maximum service credit that we will issue for downtime in a month is 25% of the fees you otherwise owe us for that month.
This Service Level Agreement is your sole and exclusive remedy (and our sole liability) for unavailability or slowness of our services.
Limitations
A period of unavailability or slowness is excluded from the service level guarantee, and will not count towards the calculations for purposes of service credits, if:
- the unavailability or slowness is due to scheduled maintenance, provided we notify you at least 3 days in advance;
- the unavailability is due to Data providers failing to provide the data;
- you are in breach of your services agreement with us (including your payment obligations to us), or the unavailability is otherwise due to your actions;
- the unavailability is caused by factors outside of our reasonable control, including a force majeure event; internet access problems; blocking, filtering, or censorship of our services by a government or other third party; or other problems beyond our services.