SLA (Service Level Agreement)
STREAMETRIC will use commercially reasonable efforts to make its Cloud-SCADA Servers available with a Monthly Uptime Percentage of at least 99.9% (the “Service Commitment”). In the event the STREAMETRIC Cloud-SCADA Servers do not meet the Service Commitment, you will be eligible to receive a Service Credit proportional to the downtime and your subscription rate on a monthly basis.
Credit Request and Payment Procedures
The Credit request must be submitted in a STREAMETRIC support ticket (URL: at the time of this agreement: https://streametric.io/support/support-form/). The credit request must be received no more than 30 days after the month in which the downtime incident occurred and must include:
- the words “SLA Credit Request” in the subject line;
- the dates and times of each incident that you are claiming; and
- documentation of the claimed outage.
If the Monthly Uptime Percentage applicable to the month of such request is confirmed by STREAMETRIC and is less than the applicable Service Commitment, then we will issue the Service Credit to the following billing cycle in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of the STREAMETROC Cloud-SCADA , or any other performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event or internet access or related problems beyond the demarcation point of STREAMETRIC; (ii) that result from any actions or inactions of you; (iii) that result from your equipment, software or other technology; or (iv) arising from our suspension or termination of your right to use STREAMETRIC in accordance with the STREAMETRIC SaaS Agreement; or (v) scheduled maintenance communicated by STREAMETRIC.