Service Level Agreement
The following Service Level Agreement, which is incorporated into and forms part of the Subscription Agreement between Infisical, Inc. ("Infisical") and Customer (the "Agreement"), will apply to the Services for Enterprise Customers specified in an Order Form during the applicable Subscription Term:
1. Uptime Commitment
Infisical will provide Actual Availability for at least ninety-nine and nine tenths percent (99.9%) of the total time in each calendar month during the Subscription Term, as measured by Infisical (the "Uptime Commitment").
2. Service Credits
If the Uptime Commitment is not met during any particular calendar month during the Subscription Term, then Customer will be eligible for a service credit ("Service Credit"), provided that Customer reports to Infisical such failure to meet the Uptime Commitment and requests such Service Credit in accordance with this Exhibit. The amount of any Service Credit due hereunder shall be calculated as follows: X * Y, where X = the total fees due from Customer to Infisical for the affected Services for the relevant calendar month (regardless of when billed or payable), and Y = the Credit Percentage corresponding with the Actual Availability provided (as a percentage of total time) for the relevant calendar month, as set forth in the table below.
|Actual Availability||Credit Percentage|
|Less than 99.9% but greater than or equal to 99.0%||10%|
|Less than 99.0% but greater than or equal to 98.0%||15%|
|Less than 98.0% but greater than or equal to 96.0%||20%|
|Less than 96.0%||30%|
3. Credit Requests and Payment
To request a Service Credit, Customer must send an email to Infisical at [email protected] within thirty (30) days of the end of the month in which the Uptime Commitment was not met. Customer must include either its account ID or registered email address, and the previously reported dates and times that there was no Service Availability. If Infisical confirms that Customer is eligible for a Service Credit, Infisical will issue a credit to Customer’s account within thirty (30) days. Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges. Except as set forth in Section 4 below, the Service Credits shall be Customer’s sole and exclusive remedy, and Infisical’s sole and exclusive liability, for any failure by Infisical to meet the Uptime Commitment.
All capitalized words used but not defined in this Service Level Agreement have the meaning set forth in the Agreement.
4.1 Scheduled Availability
"Scheduled Availability" means the time, in minutes, that the applicable Services are generally accessible and available to Customer’s Permitted Users.
4.2 Unscheduled Downtime
"Unscheduled Downtime" means the time, in minutes, that the applicable Services are not generally accessible and available to Customer’s Permitted Users, excluding inaccessibility or unavailability due to Customer’s or Permitted Users’ acts or omissions, force majeure events, scheduled maintenance disclosed with at least 24 hours’ notice by email, hacking or virus attacks, or reasonable emergency maintenance.
4.3 Actual Availability
"Actual Availability" means Scheduled Availability less Unscheduled Downtime.
Infisical Support Service Level Agreements.
Defect resulting in full or partial system outage or a condition that makes Infisical unusable or unavailable in production for all of Customer’s Users.
Significant Business Disruption
Issue resulting in a situation meaning major functionality is impacted and significant performance degradation is experienced. Issue impacts significant proportion of user base and / or major Infisical functionality.
Minor Feature or Functional Issue / General Question
Issue results in a component of Infisical not performing as expected or documented. An inquiry by a Customer representative regarding a general technical issue or general question.
Minor Issue / Feature Request
An Information request about Infisical or feature request.
Target response times
|Severity Level||Bronze Support||Silver Support||Gold Support|
|1. Urgent||2 business hours||2 hours (24/7 x 365)||1 hour (24/7 x 365)|
|2. High||4 business hours||2 business hours||2 hours (24/7 x 365)|
|3. Normal||1 business day||1 business day||12 business hours|
|4. Low||2 business days||2 business days||1 business day|
|Technical Contacts Allowed||2||3||4|
Business hours are from 9am to 6pm Monday to Friday (local timezone), except where otherwise stated.
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