Sentinel Cloud Service Level Agreement (SLA)
SafeNet reserves the right to change and modify the terms of the SLA without notice.
1. Service Level Warranty: SafeNet's warranty is no less than 99.99% Monthly Uptime Percentage (as defined below).
2. Remedy: If the warranted level of Monthly Uptime Percentage is not provided, the Company will be entitled to a credit subject to the applicable procedures in this Agreement. If the Monthly Uptime Percentage was at least 99.5% of that month, the credit will be 10% of the applicable monthly fees. If the Monthly Uptime Percentage is below 99.5% of that month, the credit will be 25% of the applicable monthly fees.
3. "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all downtime periods in a calendar month, divided by the total number of minutes in a calendar month. Downtime is defined as the time when a Customer application is unable to communicate with the Sentinel® Cloud Connect service.
4. This credit does not apply to the extent that the failure to achieve the Monthly Uptime Percentage is due to:
(1) circumstances that are subject to the Force Majeure clause of this Agreement or unavailability of or interruption of or delay in telecommunications or third party services, virus attacks, Denial of Service attacks, hackers, or the inability of SafeNet to obtain materials or supplies used for provision of this SLA;
(2) Scheduled maintenance, emergency maintenance, and system upgrades;
(3) Company's acts or omissions (or acts or omissions of others engaged or authorized by customer), including without limitation, custom scripting or coding, any negligence, willful misconduct, or use of the customer's account in breach of this Agreement;
(4) acts or omissions of End Users or other customers (or acts or omissions of others engaged or authorized by other customers) sharing the affected server(s) with customer, including without limitation, custom scripting or coding, any negligence, willful misconduct, or use of the customer's account in breach of this Agreement; and
(5) Outages elsewhere on the Internet that hinder access to your account. SafeNet is not responsible for browser, DNS, or other caching that may make Company or End User's account appear inaccessible when others can still access it. SafeNet will guarantee only those areas of the Internet considered under the control of SafeNet: (A) SafeNet servers' links to the Internet, (B) SafeNet's routers, and (C) SafeNet's servers themselves.