Swiftcomplete Enterprise SLA

This Enterprise SLA only applies if the Customer has agreed to purchase a Premium Support Package, and Swiftcomplete has agreed in writing to provide a Premium Support Package for a specific period.

Please get in touch if you would like to purchase a Premium Support Package and add the Enterprise SLA to your account.

Service Uptime

Swiftcomplete shall provide at least 99.95% average monthly Uptime across all Services provided to you under the Premium Support Package.

Service Uptime is calculated by measuring the Service availablity on a monthly basis at the network egress point closest to the public internet that is directly under Swiftcomplete's control.

The following are excluded from any measurements when calculating the Service Uptime level:

• issues that are not related to the Swiftcomplete Service endpoint(s) covered by your Premium Support Package (for example account dashboard, website, other APIs etc)
• issues with hardware or networks that are not under the direct control of Swiftcomplete
• any failure to adhere to Swiftcomplete's implementation guidelines
• issues related to account settings directly under the Customer's control (for example deleting a live API key)
• any outage or disruption caused by the Customer
• outages caused in whole or part by an event of Force Majeure
• any suspension to the Service or Premium Support Package as a result of late / non-payment of invoices
• any suspension of the Customer's account due to Service abuse or violation of Terms of Service

Service Downtime

Service Downtime is classified as a whole minute where the Swiftcomplete Service covered by your Premium Support Package is unavailable.

For a Service to be unavailable, there must be a whole minute where:

• 100% of API responses are server timeouts
• or, 100% of API responses have a 5XX HTTP status code

Uptime Calculation

Service Uptime shall by calculated at the end of each calendar month by dividing the number of minutes the Service has been available by the number of total possible minutues in that calendar month.

Service Downtime Credits

If the monthly Service Uptime calculation reports that the Uptime has fallen below 99.95%, the Customer shall be eligible for a Service credit as follows:

• < 99.95% but ≧ 99.5% - 10% of Monthly Fee
• < 99.5% but ≧ 99.0% - 15% of Monthly Fee
• < 99.0% but ≧ 95.0% - 25% of Monthly Fee
• < 95.0% - 50% of Monthly Fee

The Monthly Fee is calculated as either the recurring fee that you pay Swiftcomplete monthly for the Service, or if you pay annually the annual fee divided by 12.

Service Response Time

Swiftcomplete shall provide a Service Response Time of at least 350ms or below (measured at the 90th percentile) across all Services provided to you under the Premium Support Package.

Service Response Time is calculated by measuring the average response time on a monthly basis at the network egress point closest to the public internet that is directly under Swiftcomplete's control.

The following are excluded from any measurements when calculating the Service Response Time:

• issues that are not related to the Swiftcomplete Service endpoint(s) covered by your Premium Support Package (for example account dashboard, website, other APIs etc)
• issues with hardware or networks that are not under the direct control of Swiftcomplete
• any failure to adhere to Swiftcomplete's implementation guidelines
• issues related to account settings directly under the Customer's control (for example deleting a live API key)
• any outage or disruption caused by the Customer
• outages caused in whole or part by an event of Force Majeure
• any suspension to the Service or Premium Support Package as a result of late / non-payment of invoices
• any suspension of the Customer's account due to Service abuse or violation of Terms of Service

Service Response Time Credits

If the monthly Service Response Time calculation reports that response times have exceeded 350ms at the 90th percentile, the Customer shall be eligible for a Service credit as follows:

• < 90% but ≧ 85% - 10% of Monthly Fee
• < 85% but ≧ 80% - 15% of Monthly Fee

Claiming Service Credit

Service Credit (Service Uptime Credits and Service Response Time Credits) shall only be payable if the Customer requests it in writing (via email to your account manager) within 30 days of the end of the respective calendar month in which the Downtime / slow response times occurred.

If a claim is not made within 30 days of the end of the respective calendar month, the Customer shall waive its right to the Service Credit.

The maximum Service Credit that can be claimed for a calendar month is 65% (50% from Service Downtime, and 15% from Service Response Time).

Service credit shall be the sole and exclusive remedy for any disruption to the Customer's Service.