Last updated: January 05, 2023 - Service Level Agreement for Enterprise Customers

Wordpond provides a Service Level Agreement (SLA) that guarantees a minimum level of service for customers on Enterprise plans. The following SLA applies to all Enterprise plans.

1. Services availability

Wordpond will use commercially reasonable efforts to make the platform as a service (Services) available 99.99% of the time, excluding any Scheduled Downtime or Excused Downtime events, each as defined below (Services Level).

The Services availability will be calculated by dividing the total number of minutes of Uptime in the Services during an applicable calendar month by the total number of actual minutes in such month minus minutes of Scheduled Downtime and minus minutes of Excused Downtime and then multiplying that amount by 100 (Uptime). If the Services fail to meet the above Services Level, you will receive a Credit equal to the result of the Services Credit calculation in Section 4 of this SLA.

2. Scheduled Downtime

We will use reasonable efforts to provide you with a minimum of seven(7) days advance notice for all scheduled Downtime to perform system maintenance, backup, and upgrade functions for the Services (the Scheduled Downtime) if the Services are unavailable due to the performance of system maintenance, backup, and upgrade processes.

Scheduled Downtime will not exceed eight (8) hours per month and will be scheduled in advance during off-peak hours (based on PT). We will notify you via email of any Scheduled Downtime that will exceed two (2) hours. The duration of Scheduled Downtime is measured, in minutes, as the amount of elapsed time from when the Services are not available to perform operations to when the Services become available to perform functions.

Daily system logs will be used to track Scheduled Downtime and any other Services outages.

3. Unscheduled Downtime

Unscheduled Downtime is defined as any time outside of the Scheduled Downtime when the Services are not available to perform operations, excluding any outages caused by the failure of any third-party vendor, the Internet in general, factors outside of our reasonable control, outages that resulted from your software or hardware or third party software or hardware, or both or any force majeure event (Excused Downtime).

The measurement is in minutes.

4. Credits

A Credit is the percentage of the monthly Services fees that are credited to you for an Unscheduled Downtime below the Services Level based on the Uptime as set forth below.

To receive any of the Credits described below, you must notify Vercel in writing within thirty (30) days from the time you become eligible to receive a Credit. You must also provide log files showing Unscheduled Downtime and the date and time it occurred. If you do not comply with these requirements, you will forfeit your right to receive a Credit. If a dispute arises concerning this SLA, we will decide in good faith based on its system logs, monitoring reports, configuration records, and other available information.

The maximum aggregate number of Credits we issue to you for all Unscheduled Downtime in a single billing month will be, at most, fifty percent of the amount due from you for the Services for the applicable month. Credits will be in the form of a monetary credit applied to future use of the Services and applied within sixty (60) days after the Credit was requested.

Credits are your sole and exclusive remedy for any violation of this SLA.

Contact Us

If you have any questions about this Accessibility Policy, You can contact us:

By visiting this page on our website: https://www.wordpond.com/contact

By writing to our offices: CTO, Code Atelier, 275 E. Hillcrest Drive, Thousand Oaks, CA 91360, USA