Service Level Agreement
This Service Level Agreement ("SLA") describes the availability target Ventureship sets for Data AI and the service credits available if we fall short. The uptime target and service credits in this SLA apply to customers on Enterprise plans with a written agreement that references this SLA. Customers on Free, Growth and Scale plans benefit from the same infrastructure and monitoring, but are not eligible for service credits.
1. 1. Uptime target
Ventureship targets a Monthly Uptime Percentage of at least 99.9% for the Service in each calendar month for Enterprise customers.
"Monthly Uptime Percentage" is calculated as the total minutes in the month minus Downtime minutes, divided by the total minutes in the month, expressed as a percentage.
2. 2. Definition of downtime
"Downtime" means a period of at least five consecutive minutes during which the core Service, meaning the web application and API, is unavailable to Customer, as confirmed by our monitoring. Partial degradation of individual features, slower response times, and issues affecting only a single integration are not counted as Downtime unless the core Service is unavailable.
3. 3. Service credits
If the Monthly Uptime Percentage falls below the target, Customer is eligible for a service credit calculated as a percentage of the fees for the affected month: 10% where uptime is below 99.9% but at least 99.0%; 25% where uptime is below 99.0% but at least 95.0%; and 50% where uptime is below 95.0%.
Service credits are applied against future invoices and are not refundable as cash. Total service credits in any month will not exceed 50% of the fees for that month.
4. 4. Requesting credits
To receive a credit, Customer must submit a request to support@ventureship.xyz within 30 days after the end of the month in which the Downtime occurred, including the dates and times of the Downtime and a description of the impact. We will confirm eligibility based on our monitoring records.
5. 5. Exclusions
Downtime does not include unavailability caused by: scheduled maintenance announced in advance; factors outside our reasonable control, including force majeure events, internet or telecommunications failures and third-party services; Customer's own systems, networks, configurations or integrations; Customer's breach of the Agreement or Acceptable Use Policy; suspension of the Service due to non-payment; or beta, preview or free features.
6. 6. Maintenance
We aim to perform scheduled maintenance at times of low usage and to announce it in advance on our status page. Emergency maintenance may be carried out without advance notice where needed to protect the security or integrity of the Service.
7. 7. Sole remedy
Service credits are Customer's sole and exclusive remedy for any failure to meet the uptime target, except as otherwise expressly agreed in writing in the Enterprise agreement.