RockCloud Service Level Agreement (SLA)

This Service Level Agreement (SLA) supplements, and does not replace, the RockCloud Terms and Conditions published at https://www.rockcloud.net/en/terms-and-conditions/.

1. Overview
   The Supplier shall provide 99.99% service availability across the RockCloud network.

2. Definitions

   “Service” — for the purposes of this Agreement, the Service means the services provided by RockCloud as described in the Terms and Conditions. This SLA applies only to customers subscribed to a monthly plan as defined at https://www.rockcloud.net/en/pricing/, unless otherwise agreed in an additional addendum to the RockCloud Terms and Conditions.

   “Service Unavailability” — a state in which the Customer is unable to deliver content through the RockCloud network, that is, a situation in which the entire RockCloud network (all PoPs) fails to respond to end-user requests.

3. The Service is provided 24 hours a day, excluding scheduled maintenance windows notified to the Customer at least 24 hours in advance. No scheduled or emergency maintenance counts as Service Unavailability, and none may be the subject of an SLA credit claim.

4. The Service becomes unavailable in the event of faulty conduct on the part of the Supplier.

5. The monthly SLA is calculated as follows:

   SLA =T_S - T_NT_S× 100 [%]

   Where:

   T_S - duration of the Service in the given month
   T_N - duration of Service Unavailability in the given month

6. The table below sets out the monthly SLA rates and the corresponding SLA credits:

   Monthly SLA achieved and the corresponding SLA credit as a percentage of the monthly plan price

   Monthly SLA	SLA credits
   99.91 - 99.99%	5%
   99.81 - 99.90%	10%
   98.51 - 99.80%	25%
   97.51 - 98.50%	35%
   96.51 - 97.50%	75%
   95.50% and below	100%

7. The total SLA credit is calculated as a percentage of the monthly service price and is granted as a discount on the next invoice issued by the Supplier.

8. The SLA credit amount may not exceed 100% of the monthly plan payment made by the Customer for the month in question. The monthly plan amount does not include charges for additional services such as CDN storage or raw logs.

9. If the Supplier fails to meet the monthly SLA in a given month, the Customer may claim an SLA credit. Claims must be submitted to the Supplier in writing no later than the last day of the month in which the SLA breach occurred; otherwise the claim ceases to be enforceable.

10. If there is any conflict or ambiguity between a term contained in the body of this Agreement and a term contained in the Terms and Conditions, the term in the Terms and Conditions prevails.

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