Service Level Agreement
Service Level Agreement
This Service Level Agreement shall be governed by and incorporated by reference into the Master Services Agreement (the “MSA”) and the applicable Order Form entered into between the parties. All capitalized terms contained but not defined herein shall have the meaning ascribed to them in the MSA.
A. ConductorOne Service Level Agreement.
- Defined Terms.
- “Emergency Maintenance” means maintenance performed to fix critical functionality, vulnerabilities, or material defects that may substantially impair the usability or performance of the Services.
- “Excused Maintenance” means Emergency Maintenance and Scheduled Maintenance.
- “Scheduled Availability Time” means twenty-four (24) hours a day, seven (7) days a week, excluding: (i) Excused Maintenance, or (ii) any downtime due to defects caused by Customer, one of its vendors, third party connections, utilities, or equipment, or caused by other forces beyond the reasonable control of ConductorOne (such as denial of service attacks, internet or third-party service outages or outages with respect to Customer’s network or internet access).
- “Scheduled Maintenance” is any system maintenance that ConductorOne gives Customer at least twenty-four (24) hours’ advance notice of. Company will take commercially reasonable efforts to perform Scheduled Maintenance during off-peak business hours.
Target Uptime. During the Term of the Agreement, ConductorOne will use all commercially reasonable efforts to make the Platform available and operational to the Customer for 99.5% of the Scheduled Availability Time (the “Target Uptime”). Customer can check the availability of the Platform at https://status.conductorone.com/.
Termination Right. In the event that the Platform is not available and operational to Customer for 99.5% of the Scheduled Availability Time in any three consecutive calendar months or in four calendar months in a twelve-month period, then Customer may terminate this Agreement upon written notice to ConductorOne and receive a pro-rata portion of the Subscription Fees paid for the remaining portion of the Initial Term or Renewal Term, as applicable.
B. ConductorOne Technical Support Schedule.
ConductorOne is available to receive Services support inquiries via email to firstname.lastname@example.org ConductorOne’s support hours are 9 AM to 6 PM Pacific Time Monday through Friday (excluding standard U.S. holidays) for technical information, technical advice, and technical consultation regarding Customer’s use of the Services.