Effective date: 15 April 2025
Service | Uptime Percentage | Uptime Percentage Threshold |
---|---|---|
Connect | Uptime Percentage is calculated by us by subtracting from 100% the percentage of continuous five (5) minute periods during a given calendar month in which the applicable service was Unavailable excluding any Uptime Exclusions. | Monthly 99.99% |
API | Uptime Percentage is calculated by us by subtracting from 100% the percentage of seconds during a given calendar month in which the applicable service was Unavailable excluding any Uptime Exclusions. | Annually 99.99% |
Provider integration | The Uptime Percentage is the time in which each individual Provider Integration was available during the measurement period excluding any Uptime Exclusions. We will use reasonable commercial endeavors to solve any case of Unavailability within twenty-four (24) hours of notification (“Time to Repair” also known as “TTR”). In the event of an Off-net issue, the twenty-four (24) hours commitment does not apply. “Off-net issues” means any issue or problem that requires action in systems or networks operated or owned by third parties. In these cases, we will use reasonable commercial endeavors to seek to achieve a TTR of twenty-four (24) hours but no Service Credit applies in that respect. | Monthly 99.90% TTR 24 hours |
SLA Eligible Service | Definition of Unavailable or Unavailability |
---|---|
Connect | When, in a given 60-second period, you attempt to make: (a) API calls to the service and all such API calls fail due to either a server-side timeout or internal service error. |
API | When, in any given 15-second period, you attempt to make: (a) API calls the service and all such API calls fail due to either a server-side timeout or internal service error. |
Provider integration | Each Provider Integration is considered to be unavailable when you receive an error or request timeout error response over a continuous period of over 3600 seconds. Unavailability for each Provider integration is measured individually, not combined as a total, averaged, or aggregated across Provider Integrations. |
SLA Eligible Service | Service Credit | Credit Request Procedure |
---|---|---|
Connect | A credit of ten percent (10%) of the pro-rata fee paid by you during the calendar month (upto a maximum of whole remaining fee for the period) in which the Uptime Percentage falls below the Uptime Percentage Threshold. | You must notify us if you believe you are entitled to a Service Credit within thirty (30) days of the event giving rise to the Service Credit request by email to support@flatpeak.com. We will promptly reply indicating the acceptance or rejection of your request. If the request is rejected, we will provide an explanation of the rejection. If the request is accepted we will apply any approved Service Credits only against future payments otherwise due from you. |
API | A credit of ten percent (10%) of the pro-rata fee paid by you during the calendar month (upto a maximum of whole remaining fee for the period) in which the Uptime Percentage falls below the Uptime Percentage Threshold. | You must notify us if you believe you are entitled to a Service Credit within thirty (30) days of the event giving rise to the Service Credit request by email to support@flatpeak.com. We will promptly reply indicating the acceptance or rejection of your request. If the request is rejected, we will provide an explanation of the rejection. If the request is accepted we will apply any approved Service Credits only against future payments otherwise due from you. |
Provider integration | A credit of one percent (1%) of the pro-rata fee paid by you during the calendar month (upto a maximum of whole remaining fee for the period) in which the Uptime Percentage falls below the Uptime Percentage Threshold. | You must notify us if you believe you are entitled to a Service Credit within thirty (30) days of the event giving rise to the Service Credit request by email to support@flatpeak.com. We will promptly reply indicating the acceptance or rejection of your request. If the request is rejected, we will provide an explanation of the rejection. If the request is accepted we will apply any approved Service Credits only against future payments otherwise due from you. |