G Suite, Office365

Sateraito Office Addons Service Level Agreement

Sateraito Office Addons & NextSet SLA. We define below solutions are applied also NextSet products. During the Term of the applicable Sateraito Office Addons Agreement (the "Agreement"), the Sateraito Office Addons Covered Services web interface will be operational and available to Customer at least 99% of the time in any calendar month (the "Sateraito Office Addons SLA"). If Sateraito Office does not meet the Sateraito Office Addons SLA, and if Customer meets its obligations under this Sateraito Office Addons SLA, Customer will be eligible to receive the Service Credits described below. This Sateraito Office Addons SLA states Customer's sole and exclusive remedy for any failure by Sateraito Office to meet the Sateraito Office Addons SLA.

Definitions. The following definitions shall apply to the Sateraito Office Addons SLA.
"Downtime" means, for a domain, if there is more than a five percent user error rate. Downtime is measured based on server side error rate.
"Sateraito Office Addons Covered Services" means the Sateraito Office Single Sign On, Sateraito Office Workflow, Sateraito Office Document Management, Sateraito Office Group Calendar, Sateraito Office Group Address Book, Sateraito Office Cloud CRM, Sateraito Office Time Card, Sateraito Office File Server, Sateraito Office Safety Confirmation, Sateraito Office Bulletin Board, Sateraito Office Expansive Form, Sateraito Office TODO. Sateraito Office Google Apps Script Tools and Sateraito Office VPN are excluded.
"Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
"Service" means the Sateraito Office Products service.
"Service Credit" means the following:

Monthly Uptime Percentage Days of Service added to the end of the Service term at no charge to Customer
< 99% - >= 95.0% 3
< 95.0% - >= 90.0% 7
< 90.0% 15

Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Sateraito Office within thirty days from the time 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 Sateraito Office to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly-billing customer’s account). Service Credits may not be exchanged for, or converted to, monetary amounts.
Sateraito Office Addons SLA Exclusions. The Sateraito Office Addons SLA does not apply to any services that expressly exclude this Sateraito Office Addons SLA (as stated in the documentation for such services) or any performance issues: (i) caused by factors described in the "Force Majeure" section of the Agreement; or (ii) that resulted from Customer's equipment or third party equipment, or both (not within the primary control of Sateraito Office).