SERVICE LEVEL AGREEMENT (SLA)

Effective: January 15, 2018


During the Term of the Service Agreement (as applicable, the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.9% (the “Service Level Objective ” or “SLO”).


Commitment

Bluefactory shall provide the Services as follows::

  • Perform backups of Customer Salesforce Data(*)
  • Make Backup Data available to the Customer at least 99.9% of the time in calendar month.

If Bluefactory does not meet the SLO of 99.9%, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Credits described below.


Credits means the following:

Monthly Uptime (in percentage) Monthly Downtime Period (in minutes) Bluefactory subscription extension
>= 99.9% <= 44 no credit.
99.50% - < 99.90% 44-216 10 days
99.00% - < 99.50% 216-432 20 days
< 99.00% > 432 30 days

Exclusions

The SLA does not apply to any Downtime resulting from the following:

  • Sandboxes or other Customer non-production environments
  • Bluefactory features designated Pilot, Alpha or Beta
  • Bluefactory Maintenance window
  • Hosting provider failure
  • Availability of third-party APIs, credentials or permission errors
  • Force Majeure that make the service unavailable in situations involving causes beyond Bluefactory’s reasonable control, including, without limitation, Internet failures, computer equipment failures, telecommunication equipment failures, other equipment failures, electrical power failures, security threat, virus alert, service attack, strikes, labor disputes, riots, insurrections, civil disturbances, shortages of labor or materials, fires, floods, storms, explosions, acts of God, war, governmental actions, orders of domestic or foreign courts or tribunals, non-performance of third parties, or loss of or fluctuations in heat, light, or air conditioning.

Definitions:

Backup Data: data (e.g. records, files and attachments) stored at Salesforce that Customer has designated by creating a bluefactory backup service.

Downtime: the unavailability of the service due to the failure of Bluefactory's systems, except maintenance Window or Force Majeure (see “exclusions” paragraph above)

Downtime Period: a period of one or more consecutive minutes of Downtime. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.

Monthly Uptime Percentage: the total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.


(*) Subject to data volumes and Salesforce API availability. Bluefactory will use reasonable efforts to optimize backup run time to deliver 1 backup per 24-hour period. The backup of files and attachments is intentionally processed in several steps to avoid excessive consumption of Customer API calls quota provided by Salesforce.