Service Level Agreement
For definitions, see http://sanity.io/legal/tos
1. Service Levels. The Service will be operational and available to Subscriber 24 hours per day, 7 days per week at least 99.9% of the time for Subscribers under an Enterprise E1, and 99.95% for Enterprise E2 plans, in any calendar month, except for scheduled maintenance and upgrades, and excluding third-party system interruptions ("Availability Commitment"). This calculation re-initiates on the first of the month, at midnight Central European Time.
2. Service Level Exclusions. This Exhibit A and Availability Commitment does not apply to any performance or availability issues related to (a) use of the Service inconsistent with the Documentation; (b) beta or trial services; (c) the acts or omissions of Subscriber or third parties; or (d) Subscriber’s or a third party’s hardware or software.
3. Service Level Credits. In the event Sanity fails to deliver against the Availability Commitment in any given month, the sole and exclusive remedy for failure is in the form of service credit to Subscriber. If the Service fails to meet the Availability Commitment, Subscriber can submit a notice to Sanity to request a service credit.
3.1 Notice Obligation. In order to receive a service credit, Subscriber must notify Sanity (mailto:sla.support@sanity.io) within thirty (30) days from the missed Availability Commitment. The notice shall include "SLA Credit Request" in the subject line, the dates and times of each incident, the account handle(s), and other reasonable documentation to evidence the outage. Sanity will use all information reasonably available to validate the missed Availability Commitment. If Sanity confirms the missed Availability Commitment, Sanity shall issue a service credit (equal to the calculation in Section 3.2 of this Exhibit A) against any fees owed for a Renewal Term, provided that, if a Party opts out of renewal under Section 4.1 of the Agreement such service credit can be used to extend the then-current Subscription term on a month to month basis.
3.2 Service Credit Calculation. Service credits may not be exchanged for, or converted to, monetary amounts.
| Enterprise Agreement Availability | Calculation of Service Credit |
|---|---|
| 99.9% - 99.95% | 10% multiplied by the Annual Service Fee divided by 12 |
4. Support Services. Sanity provides technical support (as described below) via email, and through the Enterprise support portal.
4.1 Technical support, i.e., help in clarifying technical questions concerning the operations of the Service. Sanity shall only provide technical support directly to the Subscriber via the Sanity ticketing system, and only to the Permitted Users of the Service or designated system administrators.
5. Support Response Times. The response times for support tickets are based on the Priority of the issue, and Enterprise plan of the Subscriber:
| Type | Description | E1 | E2 |
|---|---|---|---|
| Priority 1 | Service down | < 2 hours | < 30 mins |
| Priority 2 | Service impaired | < 12 hours | < 1 hour |
| Priority 3 | Functional issue | < 24 business hours | < 12 business hours |
| Priority 4 | General guidance | < 48 business hours | < 24 business hours |
5.1 Support response times are subject to the Subscriber’s region (US or non-US), the type of issues and what Enterprise plan the Subscriber is on. Business hours are Monday through Friday, between 9:00 and 17:00 Central Time / Central European Time.
5.2 Sanity's obligation to fix defects shall only extend to reproducible defects, which appear under normal conditions of operation and during the intended and proper use of the Service. For clarity, if the reported defect does not constitute a defect under applicable Documentation, Sanity shall have no obligation related to the reported defect. Sanity is not responsible for and shall be entitled to charge Subscriber certain prevailing rates for the investigation and correction of defects (a) caused by Subscriber’s failure to use the Service in accordance with the Documentation; (b) caused by any defect or anomaly in or change to the operating environment of Subscriber; or (c) as a result of combination with or integration in another product or service.