This HNR Service Level Agreement ("SLA") between Humans Not Robots, Ltd. ("HNR", "us" or "we") and users of the HNR Services ("you") governs the use of the HNR Services under the provisions of the Terms and Conditions and any applicable Master Services Agreement and Order Form (the "Terms").
This SLA only applies to:
Unless otherwise provided herein, this SLA is subject to the provisions of the Terms. Capitalised terms that are not defined in this SLA have the definitions set forth in the Terms.
“Maintenance” means scheduled Unavailability of HNR Platform, as announced by us prior to the HNR Platform becoming Unavailable.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the HNR Platform was Unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion.
“Unavailable” and “Unavailability” mean when the service or API is not running or not reachable due to HNR’s fault.
The following terms apply only to HNR Platform services, as defined in the Terms.
This SLA applies separately to each of your HNR Platform environments, as defined in the Terms.
All Customer notification will happen via email, Slack, and for customers on the Enterprise billing plan, telephone notification to the primary account contact.
Customers will be informed of Maintenance windows, at minimum, 7 days in advance of disruption.
HNR will use commercially reasonable efforts to make your HNR Platform services running with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the Service Commitment"). Subject to the SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit.
A Monthly Uptime Percentage of 99.9% means that we guarantee you will experience no more than 21.56 min / month of Unavailability.