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karl-johan-grahn committed Oct 8, 2024
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10 changes: 5 additions & 5 deletions content/legal-documents/sla.md
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Expand Up @@ -10,7 +10,7 @@ This SERVICE LEVEL AGREEMENT ("**SLA**") is by and between **Stakater** and you

## 2. The Services

- 2.1 Stakater will provide to the Customer the Services as described in the [Covered Service section](#covered-service).
- 2.1 Stakater will provide to the Customer the Services as described in the [Covered Service section](#15-covered-service).

## 3. Service Period

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- 4.1 A Service is deemed available when the Customer, with appropriate hardware and sufficient internet bandwidth, can use the Service ("**Uptime**").

- 4.2 Stakater will provide a Service to the Customer with the "**Service Level Objective**" (**SLO**) defined in the [Service Level Objectives section](#service-level-objectives).
- 4.2 Stakater will provide a Service to the Customer with the "**Service Level Objective**" (**SLO**) defined in the [Service Level Objectives section](#16-service-level-objectives).

- 4.3 Stakater shall use reasonable endeavours to provide the SLO. Stakater monitors a number of specific and generic elements, which collectively enable the Customer to use or access the service.

- 4.4 If Stakater does not meet the SLO in a Service Period, and if Customer meets its obligations under this SLA, Customer will be entitled to, upon request, a "**Financial Credit**" defined in the [Financial Credits section](#financial-credits).
- 4.4 If Stakater does not meet the SLO in a Service Period, and if Customer meets its obligations under this SLA, Customer will be entitled to, upon request, a "**Financial Credit**" defined in the [Financial Credits section](#17-financial-credits).

- 4.5 The **SLO** does not apply to free, free trial, or paying Customers who have cancelled and received refunds; software (other than the Service); beta, test, or demo products; or other services that are not part of the Service. No uptime commitment of any kind shall apply to the foregoing Customers, products, or services.

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- 6.1 Service unavailability shall be excused when due to any of the following ("Excused Downtime"):

- 6.1.1 "**Scheduled Downtime**" or Downtime resulting from Stakater performing maintenance on the [Covered Service](#covered-service) during a Maintenance Window;
- 6.1.1 "**Scheduled Downtime**" or Downtime resulting from Stakater performing maintenance on the [Covered Service](#15-covered-service) during a Maintenance Window;

- 6.1.2 "**Maintenance Window**" or a scheduled period of time when clusters are taken offline for maintenance tasks.

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## 9. Maximum Financial Credits

- 9.1 The total maximum Financial Credits that can be issued by Stakater to Customer for any and all Downtime that occur in a single Service Period will not exceed twenty percent (20%) of the amount due from the Customer for the [Covered Service](#covered-service) for the Service Period.
- 9.1 The total maximum Financial Credits that can be issued by Stakater to Customer for any and all Downtime that occur in a single Service Period will not exceed twenty percent (20%) of the amount due from the Customer for the [Covered Service](#15-covered-service) for the Service Period.

## 10. Limitations

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