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

Analytics Helper	"Downtime" is a period where http response status code is not 2xx while service is correctly configured or requests not forwarded to Analytics platform	(total minutes in calendar quarter Downtime) / (total minutes in a calendar quarter)	0.98
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
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 [e-mail] to ask a redeem.

Issue management

When Customer become aware of Downtime he should contact Sirdata by email at [e-mail] 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 [e-mail]