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Service Level Agreement

During the term of any active subscription of a customer on Hippo Innovations Pvt Ltd platform, the Hippo Innovations Pvt Ltd Covered Services web interface will be operational and available to the customer at least 99.9% of the time in any calendar month (the Hippo Innovations Pvt Ltd SLA). If Hippo Innovations Pvt Ltd does not meet the Hippo Innovations Pvt Ltd SLA, and if the customer meets its obligations under this Hippo Innovations Pvt Ltd SLA, the customer will be eligible to receive the Service Credits described below. This Hippo Innovations Pvt Ltd SLA states customer's sole and exclusive remedy for any failure by Hippo Innovations Pvt Ltd to meet the Hippo Innovations Pvt Ltd SLA.

Definitions

The following definitions shall apply to the Hippo Innovations Pvt Ltd SLA.

  • Downtime means, for a domain, if there is more than a five per cent user error rate. Downtime is measured based on the server-side error rate.

  • Hippo Innovations Pvt Ltd Covered Services means the Hippo Innovations Pvt Ltd Admin Panel and the Hippo Innovations Pvt Ltd APIs that powers the customer’s website that are the part of the subscription plan. This does not include the downtime caused by third party applications like Payment Gateways, Logistics APIs, Google Analytics, Purechat etc.

  • Monthly Uptime Percentage means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.

  • Service Credit means the following:

Monthly Uptime Percentage Days of Service added to the end of the Service term (or monetary
credit equal to the value of days of service for monthly
postpay billing customers), at no charge to Customer
99.9% ->= 99.0% 3
99.0% ->= 95.0% 7
>95.0% 15

Customer Must Request Service Credit

In order to receive any of the Service Credits described above, a customer must notify Hippo Innovations Pvt Ltd within thirty days from the time the customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit the customer's right to receive the Service Credit.

Maximum Service Credit

The aggregate maximum number of Service Credits to be issued by Hippo Innovations Pvt Ltd to the customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of the customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly billing customer’s account). Service Credits may not be exchanged for, or converted to monetary amounts, except for customers who are on Hippo Innovations Pvt Ltd monthly subscription plans.

Hippo Innovations Pvt Ltd SLA Exclusions

The Hippo Innovations Pvt Ltd SLA does not apply to any services that expressly exclude this Hippo Innovations Pvt Ltd SLA (as stated in the documentation for such services) or any performance issues that resulted from the customer's equipment or third-party equipment, or other external factors that are not  within the primary control of Hippo Innovations Pvt Ltd.

2017-08-10T07:57:09.255Z