Service Level Agreement
October 15th, 2018.
will use commercially reasonable efforts to make Radiant Solution's available 99.9% of the time during each monthly billing cycle. If Radiant Solutions's is unable to meet this service level, you will be eligible to receive a credit to apply to future Radiant Solution's billing cycles based upon the Unavailability for that month.
- For the purposes of this agreement, Unavailability means that either (a) the Radiant Solutions's service is unresponsive, or (b) Radiant Solutions's returns a server error response to valid user requests for more than 60 seconds of consecutive requests.
- Unavailability that is a result of scheduled maintenance is excluded from these conditions and will not be considered for service credit calculations. Scheduled maintenance is defined as maintenance that is announced at least 5 days in advance, and does not exceed one hour in any month.
- Service credits will be calculated as a percentage of the bill for the billing cycle that the Unavailability occurred. The percentage for the credit will be calculated by dividing the number of minutes of Unavailability by the total number of minutes in that billing cycle.
- Service credits must be claimed within 14 days of the Unavailability occurring by submitting a support ticket. Include as much detail as required to document the Unavailability.