Service Level Agreement

This service level agreement (this “SLA”) covers the service level provided by ObjectRocket to all of its MongoDB customers.  Unless otherwise specified herein the terms of this SLA are subject to the ObjectRocket MSA.   ObjectRocket reserves the right to change this policy in accordance with the terms of the ObjectRocket MSA.

Our Guarantee

We guarantee that your primary MongoDB instance(s) will be available 99.95% of the service year (see definitions below), excluding scheduled maintenance, data migration efforts requested by the customer or system resizing as requested by the customer.   A customer will be eligible for Service Credits (as set forth below) if we fail to meet our guarantee and the customer properly exercise its right to Service Credit within 30 days of the Unavailability (as defined below).   Service Credits will be calculated as a percentage of the fees for the MongoDB instance impacted by the failure for the current months billing period during which the failure occurred.  Please see the table below for details.  Note this policy is the customers sole and exclusive remedy for any failure by ObjectRocket to meet the stated SLA. 

Definitions

Service year - is the preceding 365 days from the date of an SLA claim.

MongoDB instance - means your individual MongoDB instance, along with its secondary and tertiary (where applicable) and associated services such as MongoS. 

Unavailability -  means that all running primary instances had no external connectivity during a 5 minute period and the customer was unable to reach a secondary or tertiary (depending on configuration) within the failure window. 

Monthly availability % - means total number of minutes in a month, minus the number of minutes of Unavailability suffered from all Unavailability periods in a month, divided by the total number of minutes in a month.

Credits and Limitations

Service Credits

Monthly Availability %

% of monthly bill credited 

99.00% - <99.95%

5%

95.00% - <99.00%

25%

<95%

50% 

In order to receive credit customers must contact support@objectrocket.com within 30 days of the Unavailability in order to be eligible for a Service Credit.  Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.   Customers must be able to provide exact date, time and duration of the event along with any detailed information outlining the impact (for example, ping response times, availability metrics from 3rd parties). 

Our guarantee does not apply to any unavailability, suspension or termination of your MongoDB instance(s), or any other performance issues: (i) that result from a suspension described in the ObjectRocket MSA; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of ObjectRocket; (iii) that result from any actions or inactions of you or any third party; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (v)  arising from our suspension and termination of your right to use ObjectRocket in accordance with the ObjectRocket MSA.  If availability is impacted by factors other than those explicitly listed in this agreement, we may issue a Service Credit considering such factors in our sole discretion.

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