Ixonn is committed to providing a high-quality, reliable service for its Business Information Management applications. We aim to maintain a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle.
Monthly Uptime Percentage = (Total minutes in a month – Minutes of Downtime) / Total minutes in a month.
Downtime = Any period of time when the service is unavailable or unresponsive, excluding Scheduled Maintenance.
Scheduled Maintenance = Predetermined periods when services may be temporarily unavailable for upgrades or repairs, not exceeding 8 hours per month.
If the Monthly Uptime Percentage falls below our commitment, you may be eligible for Service Credits according to the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but ≥ 98.0% | 10% of monthly fee |
| Less than 99.0% but ≥ 95.0% | 20% of monthly fee |
| Less than 95.0% | 40% of monthly fee |
To receive Service Credits:
1. Submit a claim by emailing support@ixonn.com within 5 business days of the reported incident.
2. Include “SLA Claim” in the subject line and provide dates and times of the Downtime in the body of the email.
3. Ixonn will confirm receipt of the claim within 2 business days and validate the claim within 10 business days.
4. If approved, Service Credits will be applied to the next billing cycle.
This SLA does not apply to any:
⊗ Features designated as “preview,” “pre-release,” or “beta”
⊗ Downtime caused by factors outside of Ixonn’s reasonable control.
⊗ Issues resulting from customer’s actions or third-party hardware/software.
⊗ Downtime during Scheduled Maintenance periods.
⊗ Downtime to “sandbox,” “development,” or “testing” purpose instances.
Service Credits are your sole and exclusive remedy for any performance or availability issues for Ixonn Online Services. Credits may not exceed 100% of your monthly service fees.
Ixonn reserves the right to change this SLA with 30 days’ notice. Continued use of the service after such notice constitutes acceptance of the new SLA terms.