VIP Cloud Hosting – Service Level Agreement

Effective February 10, 2017

The following applies only to the VIP Cloud Hosting service and is not applicable to any other services.

Performance Requirements

  1. Confirmed Service Outages. Excluding downtime for regularly scheduled maintenance, maintenance requested by Customer, and outages of third party connections and/or utilities beyond Automattic’s reasonable control, Automattic guarantees a minimum system availability of 99.9% of the Services for any moving thirty (30) day periods (“Performance Requirement”).
  2. Service Credits for Service Outages. Company’s failure to maintain the Performance Requirement will generate the following credits applied to the next monthly invoice, provided that (1) such credits are requested by Customer in writing and shall otherwise be nonrefundable, and (2) such credits shall be calculated based on the monthly VIP Cloud Hosting Fees attributable to the month in which such outage(s) occurred plus the prorated portion of the annual Support Fees attributable to such month (collectively, the “Monthly Service Fee”).
System Availability % % Off Next Monthly Service Fee
99.89 – 99.71 5%
99.7 – 99.61 10%
99.6 – 99.51 15%
99.5 – 99.41 20%
99.4 – 99.31 25%
99.3– 99.21 30%
99.2 – 99.11 35%
99.1 – 99.01 40%
99.0 – 98.91 50%
98.9 – 98.81 60%
98.8 – 98.71 70%
98.7 – 98.61 80%
98.6 – 98.51 90%
98.5 – 0.00 100%

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