Service Level Agreement

This Service Level Agreement (SLA) describes the availability commitment we make for the Furcata Services and the service credits available if we do not meet it. It is part of, and is incorporated into, our Terms of Use.

1. Availability Commitment

  1. We target a monthly uptime of 99.9% for the core messaging and API services, measured over each calendar month.
  2. Uptime is calculated as the percentage of total minutes in the month during which the core services were available, excluding scheduled maintenance and the exclusions below.
  3. We will use reasonable efforts to give advance notice of scheduled maintenance.

2. Exclusions

The availability commitment does not apply to unavailability caused by:

  1. Factors outside our reasonable control, including carrier, network, or third-party provider outages.
  2. Your equipment, software, configuration, or use of the Services in a manner not in accordance with our documentation.
  3. Suspension or termination of your access in accordance with our Terms of Use or policies.
  4. Scheduled maintenance, emergency maintenance, or force majeure events.

3. Service Credits

  1. If we do not meet the availability commitment in a given month, you may request a service credit.
  2. Credits are calculated as a percentage of the monthly fees for the affected service, based on the length of the unavailability.
  3. You must request a credit within 30 days after the end of the month in which the unavailability occurred.
  4. Service credits are your sole and exclusive remedy for any failure to meet the availability commitment.

4. Support

Support is available as described on our website or in your agreement. Response and resolution targets, where offered, are set out in your support plan.

5. Related Policies

6. Contact

Questions about this SLA can be sent to support@furcata.com.