Service Objects provides 99.999% availability of its Service Offerings with one of the industry’s only financially backed Service Level Agreements.
The following capitalized terms shall be given the meaning set forth below:
2.1 “Unavailable Time” means the Service Objects API is not available for use according to third party performance and monitoring services contracted by Service Objects at its sole discretion (the “Monitoring Service”). The Monitoring Service report of availability is currently available at https://www.serviceobjects.com/support/performance-and-up-time-reports; provided that service issues or outages relating to any Exclusions (defined below) shall not be deemed as Unavailable Time.
2.2 “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of continuous 1 minute periods during the Service Month in which the Service Objects API was in a state of “Unavailable Time” as identified by Monitoring Service.2.3 A “Service Credit” is a dollar credit, calculated as set forth below, that Service Objects may credit back to an eligible Customer account. “Service Credit” for any Guarantee, shall mean:
We ask that you follow the procedure for receiving Service Credits in the following manner.
Send an email with the listed requirements in this section, within 14 days AFTER the end of the month (example: send an email April 12th for a March 7th inaccurate failed transaction).
Follow these easy, simple instructions and we will send you an email notifying you which Service Credit will be issued to your account and when. This may show up on your invoice instead depending on the time of the month the Service Credit claim is reviewed and issued.
We want to be transparent here and we want you to have options. This section states that the Service Credits, as described above, will be your “sole remedy” meaning it is your only recourse in receiving any type of refund for the unavailability or inaccurate transaction on our end.
We are generous in our Service Credits provided there is an error on our end and that is the reason for it being your only remedy for a refund, should this occurrence take place.