Effective: August 15, 2024
Chargetrip will use commercially reasonable efforts to perform the commitments under this SLA regarding the Chargetrip API services.
99.9% availability
Services for Enterprise customers are guaranteed to be available and responsive 99.9% of the time. If we don't meet this guarantee, you are eligible for a service credit as described below. Check our status page https://status.chargetrip.com/ for a history of our reliability.
Enterprise Service Level Agreement
This Enterprise Service Level Agreement only applies if your enterprise contract with us specifically references this Service Level Agreement. The Chargetrip APIs you use within the limits outlined in your plan or Order (including any Overages) will be available 99.9% of the time measured monthly. If we do not meet this guarantee, you will be eligible to receive a Service Credit as described below.
This Service Level Agreement is your sole and exclusive remedy (and our sole liability) for the unavailability of our Services.
Unavailability
An API will be considered unavailable when it is inaccessible for two or more consecutive 90-second intervals. If an API is accessible in some regions but not others, its availability for the relevant time period will be calculated as the fraction of your API requests that are failing worldwide.
Uptime in a month will be calculated across APIs based on the uptime of each API you use during the month, weighted by the fraction of all your API requests accounted for by each API during that month. For this guarantee, a "month" means a calendar month.
Uptime Guarantee
To receive a credit, you must contact us within 30 days following the end of the unavailability via email at info@chargetrip.com and include the dates and times of unavailability you experienced. If we confirm that the uptime percentage in a month covered by your request is below 99.9%, we will issue you a service credit. Service credits
may be applied to any future invoice issued by us to you (including renewals, subsequent orders and overages)
cannot be exchanged for or converted to monetary compensation and
will expire if not used within twelve months of being issued.
The maximum service credit that we will issue for downtime in a month is 25% of the fees you otherwise owe us for that month.
Uptime Percentage
Measured across all APIs per month:
100% to 99.9% - 0% Credit Amount
99.89% to 98% - 10% Credit Amount
Less than 98% - 25% Credit Amount
Limitations
A period of unavailability is excluded from the service level guarantee and will not count towards unavailability calculations for purposes of service credits if:
The unavailability is due to scheduled maintenance, provided we notify you at least 48 hours in advance;
you are in breach of any of the terms of your contract with us (including your payment obligations to us), or the unavailability is otherwise due to your actions;
the unavailability is due to a force majeure event, including any force majeure events specified in your contract with us.
Support Services
Terminology
A business day is a full business day on Monday through Friday, 8:00 a.m. to 6:00 p.m. CET, excluding major European holidays. It does not include a partial business day. Our team triages requests outside of business hours on the following business day.
A blocking issue means a Service defect causing an outage for an in-production Licensed Application that you have confirmed, after your reasonable internal review, has resulted in a complete loss of service with no available workaround. Or a Service defect that materially impairs global functionality or results in a regional outage, in each case for an in-production Licensed Application, where the workaround is complex and/or not obvious.
An issue is defined as anything other than a blocking issue or requests that do not relate to a Service defect.
Response Time refers to the amount of time between your initial notification to us for an individual or series of issues with the Services and when we provide our first response to your initial notification, as determined by our systems and records. Response time does not mean the issue is resolved, and we provide no guarantee concerning issue resolution. In our reasonable discretion, we retain the right to reclassify any issue's priority.
Enterprise Support Levels
If you are on an Enterprise plan and your Order specifies one of the following support packages: Basic, Developer, or Premium. We will provide the corresponding services listed below. Check our help center for free support tools https://help.chargetrip.com
Basic
Dedicated Slack support channel + Slack voice during working hours.
Email support help@chargetrip.com
Response time for blocking issues is 3 hours.
Response time for issues is 3 working days.
Developer
Everything in Basic +:
Access to GitHub issues.
Response time for blocking issues is 3 hours.
Response time for issues is one working day.
Premium
Everything in Developer +:
Dedicated support engineer.
Dedicated customer success manager.
24/7 follow-the-sun technical support.
Response time for blocking issues is 30 minutes.
Response time for issues is one working day.
Response Time Guarantee
To receive a credit, you must contact us within 30 days after the end of the calendar month via email at info@chargetrip.com and include the relevant information about any response time violations. If you are on a paid Support Services plan and we confirm that our average response time as specified herein for your Support Services plan failed to meet the average response time guarantee for the Support Services for any calendar month, we will provide you with the following Support Service credits, as a percentage of monthly Support Services fees:
Response Time Percentage
100% to 110% = 5% Support Service Credit
110% to 150% = 15% Support Service Credit
150% = 40% Support Service Credit
For example, if you are a Premium customer and submit 10 tickets in a calendar month with a target average response time of 3 hours and the actual average response time is 3.15 hours, then the Response Time Percentage would be 105% (3.15 / 3.0), which would result in a Support Service credit of 5% of the Support Service fees owed for the month.
Support Service credits may not be exchanged for or converted to monetary compensation and may only be used in connection with a purchase of Support Services for a Renewal Term. The maximum Support Services credit is 40% of the Support Service fees owed for the applicable calendar month.
Support Service credits are calculated as a percentage of the total charges you owe us for Support Services each month (e.g., your annual fee for Support Services divided by 12).
This Support Services Agreement is your sole and exclusive remedy (and our sole liability) for our Support Services.
Limitations
A response time is excluded from the response time guarantee and will not count towards average response time calculations for purposes of Support Service credits if:
the unavailability is due to scheduled downtime, provided we notify you at least 48 hours in advance;
you are in breach of the Agreement (including your payment obligations to us), or the unavailability is otherwise due to your actions, or
force majeure provisions of the Agreement cover the unavailability.
