Cordaata Customer Service Level Agreement
This Service Level Agreement (“SLA”) applies to all customers (“Customer”) that purchase access to certain Cordaata subscription-based services designated as Covered Services (as defined below). This SLA describes Cordaata’s availability commitments and Customer’s remedies in the event those commitments are not met.
Customer’s access to and use of a Covered Service during the applicable Term automatically entitles Customer to the benefits described in this SLA. This SLA is not intended to provide guarantees suitable for mission-critical systems.
Cordaata may revise this SLA from time to time by posting an updated version at this web address. Any revisions will become effective at the start of the next renewal Term of the applicable Covered Service.
1. Service Level Definitions
“Available” means the Covered Service is operational and accessible to Customer’s authorized users over the public internet.
“Availability” means the percentage calculated by dividing (a) the total number of minutes in a calendar month during which the Covered Service is Available, by (b) the total number of minutes in that calendar month, excluding Excused Downtime.
“Covered Service” means the Core Application of a commercial, production instance of Cordaata’s subscription-based online software service, as identified on Cordaata’s status page, that is provisioned, operated, or controlled by Cordaata and purchased by Customer.
“Excused Downtime” means periods during which the Covered Service is not Available due to:
- (a) Service Modifications lasting up to one (1) hour per event;
- (b) events beyond Cordaata’s reasonable control, including force majeure events, general Internet outages, failures of third-party services or infrastructure not controlled by Cordaata, Customer systems or networks, or security incidents or attacks not caused by Cordaata.
“Monthly Subscription Fees” means the portion of the fees paid by Customer that are attributable to the applicable Covered Service for the relevant calendar month.
“Service Modifications” means maintenance, repairs, updates, upgrades, patches, or other changes to the Covered Service or to the systems, networks, or infrastructure used to provide the Covered Service.
“Term” means the period of authorized access to the Covered Service as set forth in an applicable order form or other written agreement between Customer and Cordaata.
2. Availability Commitment
Cordaata will use commercially reasonable efforts to make the Covered Service Available with a monthly Availability of 99.0%, measured on a calendar-month basis, excluding Excused Downtime.
This Availability commitment reflects a service designed for non-critical business use and does not guarantee uninterrupted or error-free operation.
3. Monitoring and Communication
Cordaata will monitor the Availability of the Covered Service using internal systems and logs. Cordaata will make commercially reasonable efforts to communicate known service interruptions or material availability issues through its status page, in-app notifications, or email, as appropriate.
4. Service Modifications and Maintenance
Cordaata may perform Service Modifications as reasonably necessary to operate, maintain, and improve the Covered Service.
Where Cordaata reasonably believes a planned Service Modification may materially impact Availability, Cordaata will provide at least two (2) business days’ advance notice via email or in-app notification, unless providing such notice would pose a security or operational risk.
5. Fee Credits for Availability Events
If the Availability of a Covered Service falls below 99.0% in any calendar month during the Term (each, an “Availability Event”), Customer may request a service fee credit (“Fee Credit”) as described below.
To be eligible, Customer must submit a completed SLA Fee Credit Request within thirty (30) days after the end of the calendar month in which the Availability Event occurred. Cordaata will verify the Availability Event using its system records.
Fee Credits will be calculated as a percentage of the Monthly Subscription Fees for the affected month, as follows:
Fee Credits will be applied to fees due for a future renewal term and are not refundable or redeemable for cash.
6. Exclusions
This SLA does not apply to:
- beta, trial, evaluation, or free services;
- outages caused by Customer’s misuse of the Covered Service;
- issues arising from Customer-provided data, configurations, integrations, or third-party software or services not controlled by Cordaata;
- downtime resulting from Excused Downtime.
7. Support Scope (Non-Critical Services)
Cordaata will provide reasonable technical support for the Covered Service during standard business hours, in accordance with its support policies. This SLA does not include guaranteed response times, resolution times, or 24/7 support unless expressly agreed in writing.
8. Sole and Exclusive Remedy
Fee Credits constitute Customer’s sole and exclusive remedy, and Cordaata’s sole liability, for any failure to meet the Availability commitments set forth in this SLA.
If Customer receives any other form of relief, workaround, or accommodation from Cordaata related to an Availability issue, Customer will not be entitled to additional Fee Credits for that same issue.