Archive as a Service SLA

This Service Level Agreement ("SLA") between Piler and End Customer sets forth the service level terms and conditions with respect to the cloud-based archiving and discovery services ("Service") offered by Piler.

Piler is committed to making the Service easy to access and to use and to providing you with a high standard of service. This SLA formally sets forth Piler’s commitment to ensure 99.9% uptime of the Service.

AVAILABILITY

For as long as you are subscribed to the Service in accordance with the Terms of Use, Piler will endeavor to ensure that the Service will be available and operational at an annual Uptime Percentage of at least 99.9%, as measured over any calendar month (the "Service Level Objective").

If the Service fails to meet the Uptime Percentage in any calendar month, and as long as you have met your obligations under the Terms of Use, you may notify Piler of such failure by sending an email to support@mailpiler.com, and Piler will provide you with a Service Credit. The Service Credit is your sole and exclusive remedy for a failure by Piler to meet the Service Level Objective.

SLA EXCLUSIONS

The SLA does not apply to any services that expressly exclude this SLA (as stated in the documentation for such services) or to Downtime resulting from:

  • outage the cloud providers or other even causes beyond Piler's reasonable control, including force majeure events; or
  • Your or any third party’s equipment, services, actions or lack thereof.
  • Piler scheduled maintenance and version upgrades.

DEFINITIONS

"Downtime" means the total number of minutes in a calendar month during which the Service are unavailable or inoperable.
"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
"Service Credit" means a credit calculated as the difference between the Service Level Objective and the Monthly Uptime Percentage, multiplied by the monthly fee payable by you to Piler for the applicable month in accordance with the Terms of Service.
"Terms of Service" means the 'Archive as a service' Terms of Service.