Definitions
- Cosmonic Control means elements that are entirely under Cosmonic's control and are not a consequence of customer and/or 3rd party hardware or software failures, connectivity issues or operator errors and are not a consequence of acts of god, war, natural disasters or terrorist actions. 3rd party systems that are not under Cosmonic Control include the cloud computing services procured by the customer and within which the Cosmonic services operate.
- Degraded Performance means the Cosmonic services are unresponsive or producing error condition(s) that meet all of the following conditions:
- The degraded performance symptom(s) is observable or reproducible by customer or Cosmonic.
- The degraded performance symptom(s) is preventing the customer from utilizing the Cosmonic service for its intended and documented purpose.
- The degraded performance is caused by issues under Cosmonic Control.
- Scheduled maintenance windows do not qualify as Degraded Performance.
Availability Invoice Credits
Cosmonic customers who experience a documented period of Degraded Performance shall be entitled to Invoice Credits according to the following table.
| Period of Degraded Performance | Monthly Availability Percent | Monthly Credit Percent |
|---|---|---|
| Up to 4.32 minutes | 99.99% or higher | 1% |
| Up to 43.8 minutes | 99.90% or higher | 5% |
| Up to 7.2 hours | 99.00% or higher | 10% |
| Up to 14.4 hours | 98% or higher | 25% |
| More than 14.4 hours | Less than 98% | 50% |
Invoice Credits Details
- Invoice Credits accrue on a monthly basis.
- Credit Amount for a month is equal to the Monthly Credit Percent multiplied by that month's invoice for the Cosmonic service(s) that experienced Degraded Performance.
- Credit invoices cannot exceed the invoice amount for the month the Degraded Performance occurred.
Invoice Credit Requirements
- A support ticket must be opened with Cosmonic to report the period of Degraded Performance. The support ticket must contain sufficient documentation to support the definition of Degraded Performance given in this SLA and sufficient details to enable the period of Degraded Performance to be calculated.
- Customers must request Invoice Credits within 30 days of the period of Degraded Performance.
- Invoice Credits will be applied to customer invoice no later than two months following the month an Invoice Credit was incurred.
- A pending credit does not release a customer from its obligation to pay Cosmonic invoices in full when due.