Service Level Agreement

Effective Date: December 2nd 2020

This Service Level Agreement ("SLA") contains our availability and uptime commitments to Customers paying for our subscriptions Services under the terms of a Customer Agreement.

No service level commitments are made to users of Trial Subscriptions or products / features identified as pilot, alpha, beta or similar.

This SLA may change from time to time, with the updated content being made available here, including a revised effective date at the top of this page. We will notify Customers via email in the event of any such change.

Capitalised terms used below but not defined in this SLA have the meaning set forth in the Master Subscription Agreement.

Uptime Commitment

Trelica provides a 99.9% uptime commitment with the following exclusions:

• Planned maintenance, limited to 2 hours per month

  • you will be notified 7 days in advance

  • we will make best efforts to restrict planned maintenance to the following time windows: 1.00 am to 3.00 am UK time during the working week (Monday to Friday) or 8.00 pm to 2.00 am UK time during the weekend

• Unplanned maintenance, limited to 1 hour per month

  • you will be notified 6 hours in advance

  • wherever possible we will perform unplanned maintenance between 1.00 am to 3.00 am UK time during the working week (Monday to Friday) or 8.00 pm to 2.00 am UK time during the weekend. However, unplanned maintenance can relate to emergency issues (e.g. security patches) that might make this impractical

• Suspension of Customer access pursuant to the terms of the Master Subscription Agreement

• Slowness or other performance issues with individual features that don't compromise the overall availability and usability of the Services

• Issues related to Third Party Services, e.g. integrations with other apps

• External network or equipment problems outside of our reasonable control.

Trelica uses server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests to determine uptime and availability. Visit our publicly available status page for current and past availability metrics.

Service Credits

If the Services are unavailable for more than 15 consecutive minutes - after accounting for the commitment and exclusions listed above - this is considered a Service Outage. A Customer can request a Service Credit for each minute of Service Outage.

Service Credit is based on the Subscription Fees a Customer pays, pro-rated to a minute. For example, a Customer paying an annual Subscription Fee will have their fee amount for the current term divided by the total number of minutes in a year (525,600) to establish the fees per minute. This number is then multiplied by 5 to calculate the credits per minute of Service Outage.

Service Credit = (Pro-rated Subscription fees per minute x minutes of Service Outage) x 5

You will need to make this request to [email protected] no later than 30 days after the last day of the month during which the Service Outage you're requesting Service Credits for occurred.

Service Credits can be applied to future payments for Subscription Fees, provided you have no outstanding invoices. Service Credits are not refunds and are not exchangeable for a cash equivalent; they will expire upon termination of a Customer Agreement if unused.

The maximum amount of Service Credits a Customer can earn in a month is capped at 20% of their total pro-rated Subscription Fees for that month.

Support Requests

Our support team are available Monday to Friday (except for public holidays) from 9am to 6pm CET in UK / Europe, and 9am to 6pm CST in the US. Requests can be made by emailing [email protected]