{"id":456,"date":"2024-03-13T14:26:29","date_gmt":"2024-03-13T14:26:29","guid":{"rendered":"https:\/\/chainformation.com\/?page_id=456"},"modified":"2024-03-13T15:02:54","modified_gmt":"2024-03-13T15:02:54","slug":"sla","status":"publish","type":"page","link":"https:\/\/chainformation.com\/sv\/sla\/","title":{"rendered":"Sla"},"content":{"rendered":"
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SLA for Chainformation Platform<\/h1>

Introduction<\/strong><\/h2>

This Service Level Agreement for Chainformation Platform (this \u201cSLA\u201d) is made by Chainformation AB for their cloud-based service. This SLA is a part of the EULA\/Subscription Agreement under which Customer\/End User has purchased the cloud service Chainformation Platform (The Service) from Chainformation or Chainformation Authorized Reseller. This hosting service covers Customer data stored and processed within UpCloud Data Centers placed within the European Union.<\/p>

Chainformation provide financial backing to our commitment to achieve and maintain Service Levels for the technical hosting of our Services. If we do not achieve and maintain the Service Levels as described in this SLA, then Customer may be eligible for a credit towards a portion of the monthly hosting fees. These terms will be fixed for term of Customers EULA or Subscription Agreement.<\/p>

General Terms<\/strong><\/h2>

a. Definitions<\/strong><\/h3>
  1. \u201cClaim\u201d means a claim submitted by Customer to Chainformation or Chainformation Authorized Reseller pursuant to this SLA that a Service Level has not been met and that a Service Credit may be due to Customer.<\/li>
  2. \u201cCustomer\u201d refers to the organization that has entered into the Chainformation EULA or Subscription Agreement.<\/li>
  3. \u201cCustomer Support\u201d means the services by which Chainformation or Chainformation Authorized Reseller may provide assistance to Customer to resolve issues with the Services.<\/li>
  4. \u201cError Code\u201d means an indication that an operation has failed, such as an HTTP status code in the 5xx range.<\/li>
  5. \u201cExternal Connectivity\u201d is bi-directional network traffic over supported protocols such as HTTP and HTTPS that can be sent and received from a public IP address.<\/li>
  6. \u201cIncident\u201d means any set of circumstances resulting in a failure to meet a Service Level.<\/li>
  7. \u201cChainformation or Chainformation Authorized Reseller\u201d means the entity that appears on Customer\u2019s EULA or Subscription Agreement.<\/li>
  8. \u201cService\u201d or \u201cServices\u201d refers to a cloud service provided to Customer pursuant to the Agreement for which an SLA is provided below.<\/li>
  9. \u201cService Credit\u201d is the percentage of the monthly hosting fees for the affected Service or Service Resource that is credited to Customer for a validated Claim.<\/li>
  10. \u201cService Level\u201d means standards Chainformation chooses to adhere to and by which it measures the level of service it provides for each Service as specifically set forth below.<\/li>
  11. \u201cService Resource\u201d means an individual resource available for use within a Service.<\/li>
  12. \u201cSupport Window\u201d refers to the period of time during which a Service feature or compatibility with a separate product or service is supported.<\/li><\/ol>

    b. Service Credit Claims<\/strong><\/h3>
    1. In order for Chainformation or Chainformation Authorized Reseller to consider a Claim, Customer must submit the Claim to Customer Support within two months of the end of the billing month in which the Incident that is the subject of the Claim occurs. Customer must provide to Customer Support all information necessary for Chainformation to validate the Claim, including but not limited to detailed descriptions of the Incident, the time and duration of the Incident, the affected resources or operations, and any attempts made by Customer to resolve the Incident.<\/li>
    2. Chainformation will use all information reasonably available to it to validate the Claim and to determine whether any Service Credits are due.<\/li>
    3. In the event that more than one Service Level for a particular Service is not met because of the same Incident, Customer must choose only one Service Level under which a Claim may be made based on the Incident.<\/li>
    4. Service Credits apply only to fees paid for the particular hosting Service for which a Service Level has not been met. The hosting fee, from which any claim is calculated, is defined in the Customers EULA or Subscription Agreement.<\/li><\/ol>

      c. SLA Exclusions.<\/strong><\/h3>

      This SLA do not apply to any performance or availability issues:<\/p>

      1. Due to factors outside Chainformation\u2019s reasonable control (for example, a network or device failure external to UpCloud\u2019s data centers, including at Customer\u2019s site or between Customer\u2019s site and UpCloud\u2019s data center);<\/li>
      2. ii. That resulted from Customer\u2019s use of hardware, software, or services not provided by Chainformation as part of the Services (for example, third-party software or other services not provided by Chainformation);<\/li>
      3. iii. Due to Customer\u2019s use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with Chainformation\u2019s published documentation or guidance;<\/li>
      4. That resulted from faulty input, instructions, or arguments (for example, requests to access files that do not exist);<\/li>
      5. Caused by Customer\u2019s use of the Service after Chainformation advised Customer to modify its use of the Service, if Customer did not modify its use as advised;<\/li>
      6. That resulted from Customer\u2019s attempts to perform operations that exceed prescribed quotas or that resulted from Chainformation\u2019s throttling of suspected abusive behavior;<\/li>
      7. Attributable to acts by persons gaining unauthorized access to Chainformation\u2019s Service by means of Customer\u2019s passwords or equipment or otherwise resulting from Customer\u2019s failure to follow appropriate security practices.<\/li><\/ol>

        d. Service Credits<\/strong><\/h3>
        1. The amount and method of calculation of Service Credits is described below.<\/li>
        2. Service Credits are Customer\u2019s sole and exclusive remedy for any failure by Chainformation to meet any Service Level.<\/li>
        3. The Service Credits awarded in any billing month for a hosting service will not, under any circumstance, exceed Customer\u2019s total monthly service fees for the hosting service in the billing month.<\/li>
        4. Approved Service Credits are redeemed through a credit to Customers monthly CCM Service Invoice.<\/li><\/ol>

          \u00a0<\/strong><\/h2>

          Chainformation Services Subject to SLA: The Chainformation Platform Cloud Service or \u201cWebsite\u201d<\/strong><\/h2>

          i. Additional Definitions<\/strong><\/h2>
          1. \u201cWebsite\u201d is the Chainformation Platform service, a cloud based information service\/intranet as described in Chainformation EULA and which is deployed for Customer.<\/li><\/ol>

            ii. Monthly Uptime Calculation and Service Levels for Websites Service<\/strong><\/h2>
            1. \u201cDeployment Minutes\u201d is the total number of minutes that a given Website has been set to running in UpCloud during a billing month. Deployment Minutes is measured from when the Website first was accessed by a Customer System Admin account.<\/li>
            2. \u201cMaximum Available Minutes\u201d is the sum of all Deployment Minutes for a Website under Chainformation EULA or Subscription Agreement during a billing month.<\/li>
            3. \u201cDowntime\u201d is the total accumulated Deployment Minutes, in a given Chainformation EULA or subscription, during which the Website is unavailable. A minute is considered unavailable for a given Website when there is no external connectivity from the UpCloud data center.<\/li>
            4. \u201cMonthly Uptime Percentage\u201d for the Websites Service is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes in a billing month for a given Chainformation UpCloud subscription. Monthly Uptime Percentage is represented by the following formula:<\/li><\/ol>
              • The following Service Levels and Service Credits are applicable to Customer\u2019s use of the Websites Service:<\/li><\/ul>

                Monthly Uptime Percentage<\/strong><\/p><\/td>

                Service Credit<\/strong><\/p><\/td><\/tr>

                <99.95%<\/p><\/td>

                10%<\/p><\/td><\/tr>

                <99%<\/p><\/td>

                25%<\/p><\/td><\/tr><\/tbody><\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

                SLA for Chainformation Platform Introduction This Service Level Agreement for Chainformation Platform (this \u201cSLA\u201d) is made by Chainformation AB for their cloud-based service. This SLA is a part of the EULA\/Subscription Agreement under which Customer\/End User has purchased the cloud service Chainformation Platform (The Service) from Chainformation or Chainformation Authorized Reseller. This hosting service covers […]<\/p>","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-456","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/chainformation.com\/sv\/wp-json\/wp\/v2\/pages\/456","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/chainformation.com\/sv\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/chainformation.com\/sv\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/chainformation.com\/sv\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/chainformation.com\/sv\/wp-json\/wp\/v2\/comments?post=456"}],"version-history":[{"count":15,"href":"https:\/\/chainformation.com\/sv\/wp-json\/wp\/v2\/pages\/456\/revisions"}],"predecessor-version":[{"id":494,"href":"https:\/\/chainformation.com\/sv\/wp-json\/wp\/v2\/pages\/456\/revisions\/494"}],"wp:attachment":[{"href":"https:\/\/chainformation.com\/sv\/wp-json\/wp\/v2\/media?parent=456"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}