Succeedium Service Level Agreement
Updated: November 10, 2021
Succeedium SLA
During the Term of the agreement under which Succeedium has agreed to provide the Covered Services to Customer (as applicable, the "Agreement"), the Covered Services web interface will be operational and available to Customer at least 99% of the time in any calendar month. If Succeedium does not meet the Succeedium SLA, and if Customer meets its obligations under this Succeedium SLA, Customer will be eligible to receive the Service Credits described below. This Succeedium SLA states Customer's sole and exclusive remedy for any failure by Succeedium to meet the Succeedium SLA.
Status page
All of our services are continuously monitored, and you can view their real-time status on our status page.
Definitions
The following definitions shall apply to the Succeedium SLA.
"Downtime" means, for a domain, if there is more than a five percent user error rate. Downtime is measured based on server side error rate. "Covered Services" means the TeamOne Google Sheets add-on for IBM Planning Analytics and Succeedium Planning Analytics Cloud Extension (SPACE). "Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month. "Service" means the Succeedium Services. "Service Credit" means the following:
| Monthly Uptime Percentage | Days of Service added to the end of the Service term at no charge to Customer |
|---|---|
| < 99.9% - >= 99.0% | 3 |
| < 99.0% - >= 95.0% | 7 |
| < 95.0% | 15 |
Service Credit Request
Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Succeedium (or, for Customers who ordered Services from a Reseller, Customer may notify Reseller and Customer's Reseller must notify Succeedium) within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit. For Customers who ordered Services from a Reseller, Customer will receive applicable Service Credit from Reseller on behalf of Succeedium.
Succeedium contact email: info@succeedium.com