This Doboz Service Level Agreement (“SLA”) is a policy governing the use of Doboz under the terms of the Doboz Client Services Agreement (the “Client Agreement”) between DOBOZ SOLUTIONS PVT LTD, (“Doboz”, “us” or “we”) and users of Doboz (“you”). This SLA applies separately to each account using Doboz. Unless otherwise provided herein, this SLA is subject to the terms of the Client Agreement and capitalized terms will have the meaning specified in the Client Agreement. We reserve the right to change the terms of this SLA in accordance with the Client Agreement.
Service Commitment
Doboz will use commercially reasonable efforts to make Doboz available with a Monthly Uptime Percentage (defined below) of at least 99.95%, in each case during any monthly billing cycle (the “Service Commitment”). Doboz will support the creation of at least 500 cards per minute and process at least 2500 transactions or balance checks per minute. Doboz will support clients in the Lite Subscription Tier to balance check cards up to a maximum of 10,000 times per month. Doboz will support clients in the Business Subscription Tier to balance check cards up to a maximum of 250,000 times per month. In the event Doboz does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Definitions
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which Doboz Currency, as applicable, was in the state of “Unavailable.” Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Doboz SLA Exclusion (defined below).
“Unavailable” and “Unavailability” means that all connection requests to the Doboz API fail during a 1 minute period.
A “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.
Service Commitments and Service Credits
Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments for setup or accelerated feature development) for Doboz for the monthly billing cycle in which the Unavailability occurred in accordance with the schedule below.
Monthly Uptime Percentage Service Credit Percentage
- Less than 99.95% but equal to or greater than 99.0% - 10%
- Less than 99.0% - 30%
We will apply any Service Credits only against future Doboz payments otherwise due from you. At our discretion, we may issue the Service Credit to the bank account or credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from Doboz. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Client Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Doboz is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
Credit Request and Payment Procedures
To receive a Service Credit, you must submit a claim by opening a case in the Doboz Support Center. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
the words “SLA Credit Request” in the subject line;
the dates and times of each Unavailability incident that you are claiming;
your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month 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.
Doboz SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of Doboz: (i) that result from an account suspension; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Doboz; (iii) that result from any actions or inactions of you or any third party; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (v) that result from any maintenance as provided for pursuant to the Client Agreement; or (vi) arising from our suspension and termination of your right to use Doboz in accordance with the Client Agreement (collectively, the “Doboz SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
Last Updated: June 11, 2017