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Cloud Service Level Agreement

Appetize.io will provide a Monthly Uptime Percentage to Customer of at least 99.9% (the “SLA”).

If Appetize.io does not meet the SLA, and if Customer meets its obligations under the SLA, Customer will be eligible to receive the Financial Credits described below.

This SLA states Customer’s sole and exclusive remedy for any failure by Appetize.io to meet the SLA.

“Customer” means a current paying client of Appetize.io.

“Downtime” means either of the following occur:

Appetize.io’s website, including any app-specific URL, is inaccessible or returns HTTP status codes starting with 5 (e.g 500, 503) Appetize.io’s streaming servers fail to start sending frames to users with greater than 5% frequency after receiving connection from user “Downtime Period” means a period of at least five consecutive minutes of Downtime.

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

“Financial Credit” means:

Monthly Uptime Percentage Percentage of month’s bill as credit
99% - 99.9% 10%
95% - 99% 25%
< 95% 50%

Customer must request Financial Credit within 30 days of eligibility. Failure to comply with this requirement will forfeit Customer’s right to receive a Financial Credit.

Financial Credits will be applied to future use of Appetize.io.

Last updated November 18, 2020

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