1. Introduction

For paying customers, including only Monthly and Yearly ("annual") plans, we will use reasonable commercial efforts to provide you ("Customer") a Monthly Uptime Percentage of at least 99.9% for all services provided by Geocode.Farm ("us","we","our"). Terms not defined here take the same meaning as those in the Terms of Service and Privacy Policy.

If we do not meet the before mentioned target Monthly Uptime Percentage ("MUP"), and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer's sole and exclusive remedy for our failure to meet the MUP.

2.Customer Must Request Financial Credit

In order to receive a Financial Credit, Customer must notify our Support ([email protected]) within 14 days from the time Customer becomes eligible to receive a Financial Credit. If Customer does not comply with this requirement, Customer will forfeit its right to receive a Financial Credit.

When requesting Financial Credit, Customer must provide our Support with date and time information regarding the Downtime for a specific Covered Service. Customer acknowledges and agrees that we will assess and determine whether the specified Covered Service failed to meet the MUP, and that Financial Credits are eligible. If a dispute arises with respect to this SLA, we will make a determination in good faith based on the available information, which we may make available for auditing by Customer at Customer's request and at Customer's expense.

3.Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by us to Customer for any and all Downtime Periods that occur in a single calendar month will not exceed 50% of the amount due by Customer for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was approved by us. For annual or yearly plan customers, the amount of credit will not exceed 50% of a prorated monthly fee (annual fee devided by 12 months).

4.Definitions

• Downtime means the average server-side response time for a Valid Request is greater than ten (10) seconds. Downtime is measured based on the global server-side response time thresholds.


• Downtime Period means a period of ten consecutive minutes of Downtime of the Services. Intermittent Downtime for a period of less than ten minutes, for any Service, will not be counted towards any Downtime Periods. Downtime as part of Scheduled Maintenance, for any individual Covered Service, will not be counted towards any Downtime Periods.


• Financial Credit means the following:
  
  1. For a MUP of 95.0% to 99.0%, a credit of 10% of the monthly fee. For annual customer, the monthly fee is calculated as the annual fee divided by 12.
  2. For a MUP of 90.0% to 95.0%, a credit of 25% of the monthly fee. For annual customer, the monthly fee is calculated as the annual fee divided by 12.
  3. For a MUP of less than 90.0%, a credit of 50% of the monthly fee. For annual customer, the monthly fee is calculated as the annual fee divided by 12.


• Monthly Uptime Percentage means the 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 we notify Customers of periods of Downtime 24 hours or more prior to the commencement of such Downtime. There will be no more than twelve hours of Scheduled Downtime per calendar month. Scheduled Downtime is not considered Downtime for purposes of this SLA, and will not be counted towards any Downtime Periods.


• Valid Requests are requests to the Services that conform to the documentation provided to Customer, and that would normally result in a non-Error response.