Vault56 service level agreement
Last updated 28 December, 2022
This vault56 Service Level Agreement ("SLA") is a policy governing the use of vault56 services and applies separately to each account using a vault56 service. In the event of a conflict between the terms of this SLA and the terms of the vault56 customer agreement or other agreements with us governing your use of our services (the "Agreement"), the terms and conditions of this SLA apply, but only to the extent of such conflict.
Service commitment
vault56 will use commercially reasonable efforts to make the vault56 services each available with a monthly uptime percentage, as described below, during any monthly billing cycle. In the event a vault56 service does not meet the service commitment, not including data availability, you will be eligible, by email request, to receive a service credit as described below.
Data availability
vault56 is designed to keep data available in different levels depending on the type of service used, as seen in the table below. Data availability is not guaranteed and does not make you eligible to receive service credits or any other form of compensation.
| Service | Expected availability |
|---|---|
| Flat storage | 90% availability of objects over a given year. |
| Extended storage | 99% availability of objects over a given year. |
| Multi-Location storage | 99.5% availability of objects over a given year. |
Service credits
Service credits are calculated as a percentage of the total charges paid by you for the applicable vault56 service affected for the billing cycle in which the monthly uptime percentage fell within the ranges set forth in the tables below.
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99%, but greater than or equal to 97% | 10% |
| Less than 97% but greater than or equal to 95% | 25% |
| Less than 95% | 100% |
We will apply any Service Credits only against future payments otherwise due from you for the vault56 Service. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the vault56 Service did not meet the Service Commitment. Service Credits will not entitle you to any refund or other payment from vault56. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one euro (1 EUR). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the vault56 customer Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the vault56 Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
Credit request and payment procedures
To receive a service credit, you must submit a claim by email to support@vault56.com. To be eligible, the service request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
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the words "SLA Credit Request" in the subject line
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the dates and times of each incident of non-zero error rates that you are claiming
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your request logs that document claimed incident(s) when the vault56 service did not meet the service commitment (any sensitive and/or confidential information should be removed)
If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than the applicable Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
vault56 SLA exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of a vault56 Service, or any other vault56 Service performance issues:
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caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the vault56 Service
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that result from any actions or inactions of you
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that result from your equipment, software or other technology
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arising from our suspension or termination of your right to use the vault56 Service in accordance with the vault56 customer agreement (collectively, the “vault56 SLA Exclusions”). If availability is impacted by factors other than those used in our calculation of the Monthly Uptime Percentage, then we may issue a Service Credit considering such factors at our discretion.
Definitions
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“Error Rate” means: 1. the total number of internal server errors returned by the vault56 Service as error status “InternalError” or “ServiceUnavailable” divided by the total number of requests for the applicable request type during that 5-minute interval. We will calculate the Error Rate for each vault56 Service account as a percentage for each 5-minute interval in the monthly billing cycle. The calculation of the number of internal server errors will notinclude errors that arise directly or indirectly as a result of any of the vault56 SLA Exclusions.
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“Monthly Uptime Percentage” is calculated by subtracting from 100% the average of the Error Rates from each 5-minute interval in the monthly billing cycle. If you did not make any requests in a given 5-minute interval, that interval is assumed to have a 0% Error Rate.
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A “Service Credit” is a euro credit, calculated as set forth above, that we may credit back to an eligible vault56 Service account.