Service Level Agreement
This Service Level Agreement (“SLA”) is an integral part of the Dragonfly Master Services Agreement or DragonflyDB’s Terms of Service including any Orders (as such term defined in the Master Services Agreement or DragonflyDB’s Terms of Service) attached thereby, entered into by and among Customer and DragonflyDB (the “Agreement”).
1. Definitions
For the purposes of this SLA, the following terms shall have the meanings set out below. Any capitalized terms used but not specifically defined herein shall have the meaning ascribed to them in the Agreement:
1.1 “Availability Rate” means, starting from Customer’s completion of set up of the respective Data Store, the number of minutes in a respective month during a Subscription Term in which a respective Customer’s Data Store held in the Dragonfly Cloud was available to the Customer’s, to be measured by: (i) the total number of minutes during a calendar month in which the Data Store is available and usable by Customer, excluding time spent on Exclusions, (ii) divided by the total number of minutes that the respective Data Store was provisioned to run during the same calendar month.
1.2 “Exclusions” shall mean: (i) regularly scheduled maintenance; (ii) Customer explicitly requested maintenance; (iii) downtime resulting from outages of third-party connections, services or utilities or other reasons beyond DragonflyDB’s reasonable control or effect; or (iv) misuse of the Dragonfly Cloud by the Customer or anyone on its behalf;
1.3 “Data Store” a digital repository established and managed by the Customer on Dragonfly Cloud
1.4 “Dragonfly Cloud” means the managed in-memory Software as a Service made available by DragonflyDB to its Customers.
1.5 “Subscription Term” means the period for which Customer subscribed to use the Dragonfly Cloud in accordance with the respective Order
1.6 “Service Credit” monetary credit, requested by the Customer and approved and granted by DragonflyDB, due to a decrease in the monthly Availability Rate of a respective Data Store below the rate stated in section 2 in a respective month during a Subscription Term.
2. Availability Rate
2.1 DragonflyDB will use its commercially reasonable efforts to make the Dragonfly Cloud available to the Customer during the Subscription Term at a monthly Availability Rate of at least 99.95% for the Multi AZ HA Data Store configuration and 99.5% for the Standalone configuration.
3. Exclusions
3.1 Dragonfly Cloud console is explicitly excluded from this SLA
3.2 Development plan data stores are explicitly excluded from this SLA
4. Service Credits
4.1 To the extent, the Availability Rate in a respective calendar month during the Subscription Term is lower than the rate provided in section 2 above, the Customer shall be entitled to the following Service Credits: | Data store configuration | Monthly Availability Rate |Service Credits| |--------------------------|-----------------------------------------------------|---------------| | Multi AZ HA | Less than 99.95% but equal to or greater than 99.0% | 10% | | | Less than 99.0% | 20% | | Standalone | Less than 99.5% but equal to or greater than 99.0% | 10% | | | Less than 99.0% | 20% |
4.2 You may request a Service Credit within up to 5 business days of the event giving rise to such Service Credit by sending an email to support@dragonflydb.io.
4.3 After filing the request for Service Credit over email to support@dragonflydb.io credits, a decision will be made by the Dragonfly Cloud team and a written response will be sent back to you.
4.4 The Service Credit shall be calculated as a percentage of the monthly fee accrued in connection with the respective data store use on the Dragonfly Cloud, explicitly excluding any network fees.
4.5 The Service Credits will apply only: (i) in the same calendar month in which the respective decrease in the Availability Rate has occurred.; and (ii) only to the monthly billing cycle/invoice of the same Data Store in which the respective decrease in the Availability Rate has occurred.
4.6 The Services Credits will be deducted from the Customer's respective monthly billing cycle/invoice in the respective month in which the decrease in the Availability Rate has occurred.
4.7 The Service Credits provided hereunder shall constitute exclusive and full remedy to which the Customer may be entitled for any decrease in the Availability Rate and/or in connection with Dragonfly Cloud.