Last updated: October 1, 2018
This Opsgenie Service Level Agreement and System Support Plan (“SLA”) is issued and is subject to, the terms of the Opsgenie Terms of Service (the "Agreement"). Unless otherwise provided herein, capitalized terms will have the meaning specified in the Agreement. Opsgenie reserves the right to change the terms of this SLA from time to time.
Capitalized terms not defined in this SLA and Support Guidelines will have the meaning stated in the Agreement.
“Monthly Uptime Percentage” shall mean the total minutes in a calendar month less the total minutes of Unavailability in such calendar month, multiplied by 100, and then divided by the total minutes in such calendar month.
"Unavailable" or "Unavailability" shall mean that Opsgenie was not able to process incoming alerts and send notifications within five (5) minutes of receiving the alerts, according to the policies and notification rules defined by you within the Opsgenie service. The Opsgenie SLA Exclusions (defined below) do not constitute Unavailability for purposes of this SLA.
“Service Commitment” shall mean the Monthly Uptime Percentage to which Opsgenie commits the service.
“Service Credit” shall mean a monetary credit, calculated as set forth below, that Opsgenie may credit back to you. Service Credits are calculated as a percentage of one-twelfth (1/12) the total charges paid by you as subscription fees on an annual basis.
2. Service Commitment
Opsgenie will be available with a Service Commitment of at least 99.9%, during any calendar month of service. In the event Opsgenie does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
3.OpsGenie SLA Exclusions
The Service Commitment does not apply to any Opsgenie unavailability that: (i) is caused by factors outside of Opsgenie’s reasonable control, including any force majeure event; (ii) results from your acts or omissions, equipment, software or other technology and/or third party equipment, software or other technology as such is not permitted by the Agreement and/or the Opsgenie Terms; (iii) arises from suspension of your right to use Opsgenie in accordance with the Agreement and/or the Opsgenie Terms, and (iv) routine scheduled maintenance; (collectively, the “Opsgenie SLA Exclusions”).
Opsgenie uses a proprietary system that consists of both internal and 3rd party monitoring services to measure whether Monthly Uptime Percentage. You agree that this system will be the sole basis for resolution of any dispute that may arise regarding this SLA.
Monthly uptime percentage
Service credit percentage
Less than 99.9% but equal to or greater than 99.0%
Less than 99% but equal to or greater than 97.0%
Less than 97.0%
Service Credits will only be provided against future payments by you for Opsgenie. If the Unavailability occurs during the last month of the then-current Subscription Term, and either party has opted not to renew), we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Except as indicated in the foregoing, Service Credits will not entitle you to any refund or other payment from us. A Service Credit will be issued only if the credit amount for the applicable calendar month is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other accounts using Opsgenie. Your sole and exclusive remedy for any Unavailability is the Service Credit (if eligible) in accordance with the terms of this SLA.
5. Support Plans
We will use commercially reasonable efforts to provide the following telephone, email, and chat-based support to you according to your purchased subscription plan.