Terms & Policies
Effective date: Dec 26, 2022
Service Level Agreement
Introduction
This Service Level Agreement (SLA) is a policy governing the use of the ConfigCat Software as a Service. Unless otherwise provided herein, this SLA is subject to the Terms of Service and capitalized terms will have the meaning specified therein. We reserve the right to change the terms of this SLA in accordance with the Terms of Service at any time.
In the event ConfigCat does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Commitment
ConfigCat will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage, during any monthly billing cycle. Based on the Customer's subscription:| Subscription type | Monthly Uptime Percentage | Customer service |
|---|---|---|
| Dedicated Hosted | 99.99% | Meaningful answer by the end of the next business day (customer's time zone) |
| Enterprise | 99.99% | Meaningful answer by the end of the next business day (customer's time zone) |
| Smart | 99.95% | - |
| Pro | 99.9% | - |
| Free | 99% | - |
| Dedicated On-Premise | n/a | Meaningful answer by the end of the next business day (customer's time zone) |
Scope
The following Services are covered by this SLA:- ConfigCat CDN service - components of the integration with your software
- ConfigCat Dashboard - management UI for your configurations (https://app.configcat.com)
- ConfigCat Public Management API - management api for your configurations
- Customer service
Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of the ConfigCat service caused by or related to any of the following:
- planned maintenance period
- emergency maintenance
- using the Service with an unsupported/retired version of the ConfigCat SDK (a version which is behind more than one major or minor version than the current version)
- using the Service with a non-official ConfigCat SDK
- using the Service in a way ConfigCat has recommended to change or modify
- issues resulted of using third party software, hardware, or other technology equipment
- factors outside of ConfigCat's reasonable control, including Internet access or related problems beyond the demarcation point of ConfigCat Service
Planned Maintenance
ConfigCat informs Customer of planned maintenance at least 72 hours in advance through the notification channel: https://status.configcat.com. You accept that it is your responsibility to check this page from time to time and any damage arisen from the failure of this obligation cannot be claimed from us.
Service Credits
Service Credits are calculated as a percentage of the total charges paid by the Customer in the billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below (based on Customer's subscription):
Enterprise, Dedicated Hosted
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 90% | 100% |
| Less than 99% but greater than or equal to 90% | 25% |
| Less than 99.99% but greater than or equal to 99% | 10% |
Smart
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 90% | 100% |
| Less than 99% but greater than or equal to 90% | 25% |
| Less than 99.95% but greater than or equal to 99% | 10% |
Pro
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 90% | 100% |
| Less than 99% but greater than or equal to 90% | 25% |
| Less than 99.9% but greater than or equal to 99% | 10% |
Free
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 90% | 0% |
| Less than 99% but greater than or equal to 90% | 0% |
Support Service Management
Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- Email support: Monitored 9:00 A.M. (CET) to 5:00 P.M. (CET) Monday - Friday, excluding holidays (as per Hungarian laws or prior written notice).
- Emails received outside of office hours will be collected, however no action can be expected earlier than the next working day.
Credit Request and Payment Procedures
To receive a Service Credit, Customer must submit a request by e-mailing to [email protected]. 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 billing cycle which you are claiming Service Credits
- the dates and times of each incident(s) that you are claiming
- a list of the exact versions of the ConfigCat SDKs the Customer used at the time of the incident(s)
If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than the applicable 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.
