This Service Level Agreement (“SLA”) describes the levels of service that Pusher will provide to Chatkit customers on custom plans and Chatkit customers on standard plans who have purchased higher levels of service which specifically refer to this SLA and/or the Service Levels referred to below (“Eligible Customers”).
Uptime promise // Pusher will use reasonable endeavours to ensure that the Chatkit product has an API Uptime Percentage of at least 99.9%.
Downtime // If the customer’s API Uptime Percentage drops below 99.9% in billing period, the customer will be eligible for a Service Credit for that billing period.
In respect of Critical Issues, Pusher support will be available 24/7 with a maximum response time of 4 hours.
In respect of Non-Critical Issues, Pusher support will be available during Normal Business Hours with a maximum response time of 24 hours.
In this SLA, the following defined terms will apply:
“API Uptime Percentage” is the percentage of time during which the API is responsive to requests in any 24 period, measured over a period of each full calendar month during the term of this SLA. Uptime is measured in 1 minute periods. A 1 minute period is “available” if 99% of requests made during that period are processed successfully within 200ms. In order to meet the uptime agreement, there must be no more than 43 minutes of downtime per month. API Uptime Percentage will be calculated by Pusher by subtracting from 100% the percentage of 1 minute periods of Downtime during a month.
“API” means the Chatkit API that your servers and your devices interact with.
“Critical Issue” is any issue that causes Downtime for all Chatkit customers.
“Downtime” means a period when less than 99% of requests are served successfully within 200ms.
“Non-Critical Issues” are all other issues that are not Critical Issues.
“Normal Business Hours” means the hours of 9am to 5pm UTC.
“Service Credit” means the credit due to a customer for Downtime. In calculating the Service Credit due, every 30 minutes of Downtime is equal to 5% of the fees payable for the service affected by Downtime, provided that the maximum aggregate service credit that can be applied for any billing period will not exceed 70% of the fees payable during that billing period. Service credits that would be available but for this limitation will not be carried forward to future billing periods.
This SLA forms part of the contract between Eligible Customers and Pusher and should be read together with the agreement for the provision of services made between the parties (the “Contract”). This SLA will take precedence over the terms of the Contract to the extent of any conflict or ambiguity. This SLA will automatically terminate upon termination or expiry of the Contract, for whatever reason.
The Chatkit product shall not be deemed unavailable during:
- planned maintenance carried out during a scheduled maintenance window;
- unscheduled maintenance performed outside of Normal Business Hours, provided that Pusher have used reasonable endeavours to give you at least 4 hours’ notice in advance;
- any force majeure event as set out in the Contract;
- any Downtime caused by a third party communications networks or systems failure or interruption; and/or
- any unavailability caused by any act or omission of the Customer and/or any act or omission of any Customer End User.
Any Service Credits due will be shown as a deduction from the amount due from you in the invoice for the billing period to which such Service Credits relate, or in any future invoice issued by us under the Contract, with a clear indication of the billing period to which such Service Credits relate. Any Service Credits due to you for the last month of the Contract shall be refunded by us.
The provision of a Service Credit will be your exclusive remedy for our failure to meet the API Uptime Percentage.
Requests for support should be submitted to your Account Executive.
This SLA was last updated on 31 October 2018.