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

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]