Quantrix Qloud Service Level Agreement
Guarantee
We guarantee that Quantrix Qloud service will be available 95% of the time in a given billing cycle. If we fail to meet this guarantee, you will be eligible to receive a credit to your account. Credits apply to affected term only.
Unavailability
Unavailability means: (i) The Quantrix Qloud service returns a server error response to a valid user request during two or more consecutive 90 second intervals, or (ii) data stored on Quantrix Qloud becomes inaccessible to end users. Unavailability due to scheduled maintenance is excluded from these conditions and does not contribute towards unavailability calculations.
Credits
If we fail to meet a guarantee stated above, you will be eligible for a credit. Credits will be calculated as a percentage of your last billed fee for the effected QLoud service, or at your option, your fee for the current billing cycle. Credits will be applied at the end of your current billing cycle. Credits will be based on the duration of the unavailability that exceeds the 95% threshold as follows:
| Total Cloud Block Storage Available Time (for given billing cycle) | Credit Amount |
|---|---|
| 100% – 95% | 0% |
| 94.99% – 90.0% | 10% |
| 89.99% – 85% | 25% |
| 84.99% – 80.0% | 40% |
| 79.99% – 75.0% | 55% |
| Less than 75% | 100% |
Definitions: For purposes of this Service Level Guarantee:
- “Quantrix Qloud” means the Qloud Authentication Service, Storage System, and REST web service interfaces, and related back-end systems;
- “scheduled maintenance” means maintenance that is announced at least 48 hours in advance, and that does not exceed 120 minutes in any calendar month.
- “server error response” means an HTTP return status code between 500-599;
Limitations
You are not entitled to a credit if you are in breach of your services agreement with Quantrix (including your payment obligations to us) until you have cured the breach. You are not entitled to a credit if downtime would not have occurred but for your breach of your agreement with Quantrix or your misuse of the Qloud.
To receive a credit, you must contact your Quantrix within fourteen (14) days following the end of the downtime. You must show that your use of the QLoud was adversely affected in some way as a result of the downtime to be eligible for the credit.
This Service Level Guarantee is your sole and exclusive remedy for Qloud unavailability.
Notwithstanding anything in this Service Level Guarantee to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your fee for that billing period. Credits will not be carried forward to future billing periods.
This Service Level Guarantee is part of your Agreement with Quantrix, along with the Qloud Terms of Service, and is subject to the terms and conditions stated in those documents.
