Service Level Agreement
Effective date not set.
This Service Level Agreement (“SLA”) is part of the Terms of Service for organizations on the Team or Enterprise plan of Traza Cloud.
Commitment
| Plan | Monthly Uptime Percentage |
|---|---|
| Team | 99.9% |
| Enterprise | 99.95%, or as stated in your order |
Free and Pro plans carry no uptime commitment.
Definitions
- Covered endpoints: span ingestion and reads through the API at api.trazadb.com.
- Unavailable: a covered endpoint returns server errors (HTTP 5xx) or no response for all requests from a project during a full minute, as measured by our monitoring. Responses to requests refused because of your usage cap, rate limit, suspension or invalid credentials (HTTP 4xx, including 429) are not unavailability.
- Monthly Uptime Percentage: the minutes in a calendar month minus the minutes the covered endpoints were unavailable, divided by the minutes in the month.
Service credits
If we miss the commitment in a month, you may claim a credit against the next invoice’s plan fee (proposed values):
| Monthly Uptime Percentage | Credit |
|---|---|
| Below the commitment, at least 99.0% | 10% |
| Below 99.0%, at least 95.0% | 25% |
| Below 95.0% | 50% |
Credits are your sole remedy for unavailability. Claim them within thirty days of the end of the month by writing to legal@trazadb.com with the affected project and times.
Exclusions
Unavailability caused by scheduled maintenance announced at least 48 hours in advance, factors outside our reasonable control, your systems or network, your breach of the Terms or the Acceptable Use Policy, features labelled preview or beta, or the console at app.trazadb.com does not count.