1. Service Commitment
This SLA applies only to customers on a signed Enterprise plan, unless otherwise stated in writing. ScienceToStartup will use commercially reasonable efforts to maintain monthly uptime of 99.99% for covered production services that deliver customer-facing application workloads.
2. Definitions
Uptime means the number of minutes the covered service is available in a calendar month.
Unscheduled Downtime means minutes of unavailability excluding Excused Downtime.
Excused Downtime includes force majeure events, Internet backbone failures, upstream provider failures, customer-side misconfiguration, and scheduled maintenance windows notified in advance when feasible.
3. Uptime Calculation
Monthly Uptime Percentage is calculated as:
Uptime Percentage = Uptime / (Total Minutes in Month - Excused Downtime) x 100
System logs and monitoring data are used as the system of record for incident measurement.
4. Service Credits
If monthly uptime falls below 99.99%, eligible enterprise customers may request service credits:
- 99.10% to 99.98%: 10% credit of the affected monthly fee.
- 95.00% to 99.09%: 25% credit of the affected monthly fee.
- Below 95.00%: 50% credit of the affected monthly fee.
Total credits are capped at 50% of monthly fees for affected services in the applicable month.
5. Credit Request Process
To request a credit, submit notice within 30 days of becoming eligible and include incident timing details and supporting evidence. Approved credits are applied to future invoices, typically within 60 days.
6. Scope and Sole Remedy
This SLA does not apply to preview, beta, non-production, or unsupported features unless expressly stated in an enterprise order form. Service credits under this SLA are the sole and exclusive remedy for covered SLA failures.