AddressZen Enterprise Support Tier: Technical Service Level Agreement (October 2019)
We offer custom Service Level Agreements (SLAs) to enterprise clients. Please get in touch if you require an SLA.
Service Commitment
IDDQD Limited provides a 99.9% Uptime Commitment for the AddressZen service.
If we fall short of our 99.9% Uptime Commitment, we will issue service credit.
Downtime
Downtime is the aggregate number of minutes the AddressZen API was unavailable. Downtime is measured by an External Uptime Monitoring Service contracted by IDDQD Limited. In order for a period to qualify as unavailable, a majority (> 50%) of HTTP probes monitoring https://api.addresszen.com must confirm this. The definition of a minute of unavailability for any endpoint during a period includes:
- 100% of server response timeouts
- 100% 5XX HTTP responses
Downtime excludes the following:
- Slowness or other performance issues with individual features;
- Issues that are not related to https://api.addresszen.com service endpoint. (e.g. dashboard, status page and chat page);
- Outages or disruptions attributable in whole or in part to Force Majeure events;
- Outages for services which have been notified as discontinued or beta;
- Suspension of service due to late payment, service abuse or Terms of Service (ToS) violations;
- Hardware or network failures not under the control of IDDQD Limited;
- External network or equipment problems outside of our reasonable control;
- Scheduled downtime for maintenance
Uptime Commitment
Uptime is the percentage of total possible minutes AddressZen was available in a month. Our commitment is to maintain at least 99.9% Uptime in a calendar month.
Targeted Service Availability and Service Credit
| Uptime Service Level | Service Credit |
|---|---|
| < 99.9% but ≥ 99.5% | 25% |
| < 99.5% but ≥ 99.0% | 50% |
| < 99.0% but ≥ 95.0% | 70% |
| < 95.0% | 100% |
If fees are paid annually, effective monthly fees are calculated as the annual fee divided by 12 months.
If fees are paid preemptively (such as standard or transactional licensing) or retroactively (such as Sublicensing), the fee is the nominal value of account usage for the calendar month in question.