BigTime IQ Premier
Service Level Agreement
Last updated April 21, 2016
BigTime IQ Premier SLA – During the term of the applicable BigTime IQ Premier service (“Agreement”) the BigTime Covered Services web interface will be operational and available to Customer at least 99.5% of the time in any calendar month (the “BigTime IQ Premier SLA”). If Bigtime does not meet the BigTime IQ Premier SLA, and if Customer meets its obligations under this BigTime IQ Premier SLA, Customer will be eligible to receive the Service Credits described below. This BigTime IQ Premier SLA states Customer’s sole and exclusive remedy for any failure by BigTime to meet the BigTime IQ Premier SLA.
Definitions. The following definitions shall apply to the BigTime IQ Premier 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 as determined by BigTime’s system logs and other records.
- “BigTime Covered Services” means BigTime IQ Premier. This does not include other BigTime services such as BigTime Sandbox, Beta Testing, BigTime Express, BigTime Enterprise, or the BigTime API.
- “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 BigTime IQ Premier 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
|< 99.5% to >= 99.0%||3
|< 99.0% to >= 95.0%||7
Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify BigTime 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 BigTime 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, except for customers who are on BigTime’s monthly billing plan.
Scheduled and Unscheduled Maintenance. Scheduled maintenance time does not count as Downtime. Maintenance is classified as Scheduled if the start time is communicated at least two full business days in advance. Scheduled maintenance takes approximately 8 hours per month and is typically performed during non-business hours in the USA. BigTime hereby Provides notice that Scheduled maintenance will be performed every Thursday and Saturday from 10:00 PM to 11:00 PM US Central Time.
BigTime will attempt to notify Customers in advance to perform Unscheduled Maintenance, however Unscheduled Maintenance may be performed without notice. Unscheduled Maintenance will be counted as Downtime for the purpose of the BigTime IQ Premier SLA if it meets the definition of Downtime in all other respects.
BigTime IQ Premier SLA Exclusions. The BigTime IQ Premier SLA does not apply to any services that expressly exclude this BigTime IQ Premier 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 BigTime).
Updates/Notice. The current version of this Service Level Agreement may be found online at http://www.bigtime.net This Service Level Commitment may be amended by BigTime in its discretion but only after Providing thirty days advance notice. Notices will be sufficient if Provided to a user designated as an administrator of your BigTime account either: (a) as a note on the screen presented immediately after completion of the login authentication credentials at the login screen, or (b) by email to the registered email address Provided for the administrator(s) for Customer’s account.