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Service Level Agreement

Last updated: 6th of September, 2022

This service level agreement (SLA) identifies the services required and the expected level of services.


Service Commitment

Measurement Location

Service availability is only guaranteed when measured from germany. In the future access to the service will be independent of the actual location of the users. All times are measured from the client side.


Calculation method

For the purposes of this Privacy Policy:Monthly uptime is calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which the service was unavailable. If the bought plan exists for only part of the month, availability is calculated over the portion of the month during which it existed. Monthly uptime measurements exclude unavailability resulting directly or indirectly from any SLA exclusion.

SLA Exclusions

This SLA does not apply to:

  • Issues caused by situations outside the control of Codesphere, such as large-scale internet outages, datacenter outages and natural disasters
  • 3rd-party software, or vendor-related 1-Clicks
  • Issues related to service or account restrictions, including but not limited to a customer’s use of the services in violation of the agreement
  • Downtime during maintenance windows, user-initiated downtime, or automated upgrades

We will evaluate all infomation reasonably available to us and make a good faith determination of whether a service credit is owed.


Services

Paid Customer Hosting

Definition

Workspaces that have paid plans (all plans except the basic plan) selected are available and able to serve traffic.

SLA Target

99% uptime

Free Customer Hosting

Definition

Workspaces with free plans selected are available and able to serve traffic.

SLA Target

95% uptime