During the period when an agreement is bound between Intric and a customer, the following SLA applies. The service is guaranteed for each month a minimum monthly uptime percentage for an End-User of 99%.
End-Users: Individuals or entities who utilize or access the Services for their personal or organizational purposes.
The Service: Includes the Intric platform, API’s and external plugins developed by Intric. The Service does not include external tools built by the customer or other third parties based on Intric API’s.
Downtime: Consists of any of the following:
To count as downtime, the error must have occurred in the Intric platform. Errors caused by a third party component accessed via an API such as an AI Model or other functions in the Intric Platform that uses data provided via a third party API do not constitute downtime. Errors that arise in external tools (not developed by Intric) that use the Intric API do not constitute downtime when the Intric API remains functional. Scheduled downtime or errors that occur during a maintenance window do not count towards downtime.
Downtime Period: Means the period of downtime of the service. To be counted as a started downtime period, it must amount to at least 5 minutes of downtime.
Monthly Uptime Percentage: The number of minutes during the month minus the total number of minutes of downtime during the entire month divided by the number of minutes during the month.
Maintenance window: The period when Intric takes the Service offline for maintenance. All maintenance windows are advertised in advance.
Scheduled downtime: Means downtime as a result of Intric performing maintenance of the service during a maintenance window.
Compensation for downtime period: If the monthly uptime percentage falls below the limit established in this agreement, compensation can be claimed. This can be done in accordance with the table below:
In order to receive compensation according to the point "Compensation for downtime" above, the Customer must notify Intric of the claim via email within 30 days from the end of the month when the downtime occurred.
The Customer must also be able to prove that the downtime occurred. This can be done by contacting Intric at the time of downtime or by presenting other evidence.
It is also required that the Customer notify Intric of the downtime within 30 minutes of its discovery. Otherwise, the downtime starts counting from the time when Intric is notified.
If the Customer fails to meet the above requirements, the compensation will be forfeited.
Compensation is deducted from the following invoice.
Areas where this SLA does not apply are: