Enterprise Service Level Agreement
Last Updated: April 27th, 2020
This Emailable Enterprise Service Level Agreement (the “SLA”) applies to Enterprise Services purchased from Emailable in an Authorization Form. This SLA is incorporated into, and forms part of, the terms applicable to your access to and use of the Emailable Enterprise Services (the “Terms”). Capitalized terms not defined in this SLA have the meanings given to them in the applicable Terms.
Definitions
“API Interruptions” means interruptions due to independent Emailable integration partners, including those listed at: https://emailable.com/integrations/
“Emailable Platform” means Emailable’s proprietary software, content, text, images, media, and other materials delivered through our web platform https://emailable.com (including successor domain names and sites) and mobile applications.
“Service Availability” means the uptime of the Emailable Platform, and is measured by subtracting the total minutes of Service Interruption in a given month from the total minutes in such month, divided by the total minutes in such month and then multiplied by 100.
“Service Interruption” means, except for scheduled system maintenance, the period of time that the Emailable Platform is either (a) not available for Customer log-in or (b) substantially not functioning. API Interruptions and other circumstances beyond our control will not constitute Service Interruptions.
“Standard Support” means the support provided by Emailable help desk technicians in response to a ticket submitted by Customer through https://help.emailable.com.
Service Availability
The Emailable Platform will have a Service Availability of at least 99.99% of the time in any calendar month (the “Service Availability”). Where reasonably possible, Emailable will provide at least 24 hours’ advance notice to Customer of scheduled maintenance in excess of 30 minutes. If Emailable does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer’s sole and exclusive remedy for any failure by Emailable to meet the Service Availability SLA.
| Service Availability of the Emailable Platform | “Service Credits” means days of Enterprise Services added to the end of the Term at no charge to Customer |
|---|---|
| < 99.99% - >= 99.0% | 3 |
| < 99.0% - >= 95.0% | 7 |
| < 95.0% | 15 |
Customer Must Request Service Credit
In order to receive any of the Service Credits described above, Customer must notify Emailable within 30 days from the day Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.
Maximum Service Credit
The aggregate maximum number of Service Credits to be issued by Emailable to Customer in a single calendar month will not exceed 15 days of Enterprise Services added to the end of Customer’s Term. Service Credits may not be exchanged for, or converted to, monetary amounts.
Customer Support
Emailable will provide Customer with Standard Support 24 hours per day, 7 days per week in English and during regional business hours in additional officially supported languages for tickets submitted through https://help.emailable.com.
Developer Support
Emailable will provide Developer Support on an as needed basis. You will have access to an email deliverability specialist ready to respond to any technical requirements with the best tools and information to troubleshoot any issue, expedite the email verification process and offer you the in-depth technical support you need to meet your targets.