Sirdata API SLA

Definitions
Customer
Sirdata Product's user who signed contract.
Product, API
Services or API provided by Sirdata being part of this SLA.
Uptime guarantee
APIs
Definitions
Uptime Calculation
Guarantee
ADS
Live-Targeting
Semantic
"Downtime" is a period where http response status code is not 2xx while service is correctly configured or service response time exceed 10s for at least 5% of requests. Metrics is considered valid if collected from a low latency network.
(total minutes in calendar quarter Downtime) / (total minutes in a calendar quarter)
0.95
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Auth
Audience
"Downtime" is a period where API doesn't response within minute
(total minutes in calendar quarter Downtime) / (total minutes in a calendar quarter)
0.95
Notification
Taxonomy
N/A
N/A
N/A
CMP
"Downtime" is a period where http response status code is not 2xx while service is correctly configured or service response time exceed 10s for at least 5% of requests. Metrics is considered valid if collected from a low latency network.(total minutes in calendar quarter Downtime) / (total minutes in a calendar quarter)
Also considered as "Downtime" if CMP ui is not displayed on client website while configuration is valid.
(total minutes in calendar quarter Downtime) / (total minutes in a calendar quarter)
0.98
Exclusions
Excluded from the Uptime Calculation are APIs failures resulting from client misconfiguration, violations of the Agreement, failure of Customer's internet connection, factors outside Sirdata reasonable control including force majeure events, incompatibility between Sirdata's products and Customer products.
Compensation
If Sirdata does not meet this SLA Customer may require a refund up to the amount of downtime for the billing period.
Email [email protected] to ask a redeem.
Issue management
When Customer become aware of Downtime he should contact Sirdata by email at [email protected] defines as Problem Notification.

Each Problem Notification shall include the following information:
Organisation name
Name of person reporting the Downtime
Details of reason to claim product has a Downtime
Others informations to help identify or resolve the Downtime
Downtime
Response time
Resolution time
P1
Service is down at 100%
1 hour
1 day
P2
Service is partially down, at least 5% of the traffic or response time superior to 10 seconds for ADS or CMP
6 hours
3 days
P3
Service partially down, at least 1% of the traffic or response time superior to 3 seconds for ADS or CMP
3 day
 14 days
P4
Minor service impacts
7 days
6 months
Support hours
Emails can be sent anytime to [email protected]

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