Service Level Agreement
Find here the level of service you can expect from Woosmap, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved.
Service Level Agreement
Web Geo Services (WGS) will use reasonable commercial efforts to provide Woosmap API web and mobile interfaces that are operating and available to Clients 99.9% of the time in any calendar month. If Client experiences any of the Service performance issues defined below due to the unavailability of the Services, Client will be eligible to receive Service Credits.
Client Service Credit Request
In order to receive Service Credits, Client must notify WGS within thirty (30) days from the time Client believes it is eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Client’s right to receive a Service Credit.
Maximum Service Credit
The aggregate maximum number of Service Credits to be issued by WGS to Client for any and all Downtime Periods that occur in a single calendar month will not exceed fifteen days of Service added to the end of Client’s term for the Service. Service Credits may not be exchanged for, or converted to, monetary compensation.
Woosmap API SLA Exclusions
The Woosmap API SLA does not apply to any Service(s) that expressly exclude this Woosmap API SLA (as stated in the documentation for such services) and any performance issues: (i) caused by factors outside of WGS’s reasonable control; (ii) that resulted from any actions or inactions of Client or any third parties; or (iii) that resulted from Client’s equipment and/or third party equipment (not within the primary control of WGS). This Woosmap API SLA states Client’s sole and exclusive remedy for any failure by WGS to meet this Woosmap API SLA.
Definitions
The following definitions apply to this Woosmap API SLA
“Downtime” means, for a Domain or Application, if average latency (excepted data management API) is greater than fifteen seconds. Downtime is measured based on server side error rate.
“Downtime Period” means, for a Domain, a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods.
“Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month, divided by the total number of minutes in a calendar month.
“Scheduled Downtime” means those times where WGS notifies Clients of periods of Downtime seven days prior to the commencement of such Downtime. There will be no more than twelve hours of Scheduled Downtime per calendar year. Scheduled Downtime is not considered Downtime for purposes of this Woosmap API SLA, and will not be counted towards any Downtime Periods.
“Domain” means one of the websites or URLs authorised to use an individual Woosmap API Public Key, for example www.woosmap.com.
“Service” means the Woosmap API provided by WGS to Client under the Woosmap Premium Plan Agreement.
“Service Credit” means: (a) three days of Service added to the end of Client’s term for the Service, at no charge to Client, if the Monthly Uptime Percentage for any calendar month is between 99.0% and 99.9%; or (b) seven days of Service added to the end of Client’s term for the Service, at no charge to Client, if the Monthly Uptime Percentage for any calendar month is between 99.0% and 95.0 %; or (c) fifteen days of Service added to the end of Client’s term for the Service, at no charge to Client, if the Monthly Uptime Percentage for any calendar month is less than 95.0%.