This colormass Service Level Agreement ("SLA") between colormass ("colormass", "us" or "we") and users of the colormass Services ("you") governs the use of the colormass Services under the provisions of the colormass Terms of Service (the "Terms").
colormass provides a 99.5% Uptime commitment for customers on paid plans (our Service Level Agreement or SLA).
Downtime is the overall number of minutes colormass was unavailable during a month.
Downtime excludes the following:
Uptime is the percentage of total possible minutes colormass was available during a given month. Our commitment is to maintain at least 99.5% Uptime:
[(total minutes in a month - Downtime) / total minutes in month] > 99.5%
Sometimes we need to perform maintenance to keep colormass working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice. In a year, scheduled downtime won’t exceed 10 hours.
If we fall short of our Uptime commitment, we’ll apply a credit to each affected account equal to 5 times the amount that the account or organization paid during the period colormass was down (we call these Service Credits).
Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by colormass to meet its obligations under this SLA.
Note, Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive Service Credits during an outage in their region, while other accounts in other regions that have not been similarly affected will not.