Standard Service Level Agreement ("SLA")

Effective Date: 2025-02-03

1. Definitions

1.1.

"Company" refers to Interstellio IO (Pty) Ltd and its affiliated entities, including subsidiaries, branches, or legal entities worldwide that provide the Services or Products under these Terms. The specific entity responsible for delivering the Service or Product may vary depending on the Customer’s location and will be identified in the applicable agreement, invoice, or service documentation.

1.2.

"We", "Us", or "Our" refers to the Company as defined above.

1.3.

"Customer" refers to any individual, business, or entity anywhere in the world that accesses, uses, or purchases our Services or Products, whether directly or through an authorised representative.

1.4.

"You" or "Your" refers to the Customer as defined above.

1.5.

"Supplier" refers to any third-party vendor, service provider, contractor, or licensor that provides products, services, software, or infrastructure used in or integrated with the Company’s Services or Products.

1.6.

"Third Party" refers to any entity other than the Company, Customer, or their respective affiliates. This may include partners, external service providers, licensors, or users who interact with the Services but are not direct parties to these Terms.

1.7.

"Service" refers to any service provided by us, including, but not limited to, Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS), and Infrastructure-as-a-Service (IaaS).

1.8.

"User" means any individual or entity accessing or using our Services, including account holders, customers, and API consumers.

2. Service Commitments

2.1.

We guarantee an annual uptime of 99.99% for the services provided.

2.2.

This SLA defines response times for support cases, service availability, and penalties for exceeding allowable downtime.

2.1.

We guarantee an annual uptime of 99.99% for the services provided.

3. Support Levels and Response Times

We provide the following levels of support:

  • P1 - Critical Cases: Service outages or critical failures preventing core functionality.
    • Response Time: 1 hour (guaranteed)
  • P2 - General Non-Critical Support: Issues that do not cause service outages but require attention.
    • Response Time: 3 business hours (within the regional business hours of operation)
  • P3 - Informational Queries: General inquiries or non-urgent requests.
    • Response Time: Typically within one business day.

Our support process is documented at https://www.interstellio.io/support/contact

4. Uptime Guarantee and Allowable Downtime

We guarantee 99.99% uptime over a 12-month cycle. This means the maximum allowable downtime before penalties apply is:

Maximum Downtime Allowed: 0.01% of 525,600 minutes (1 year) = 52.56 minutes (0.88 hours) per year

If downtime exceeds this threshold, penalties will be applied based on the percentage of downtime that surpasses the guarantee. The penalty is determined as a percentage of the affected service cost.

Our 12-month cycle for calculating uptime follows a UTC year-to-year basis and is not linked to the activation date of any individual service. This guarantees a consistent and standardised measurement period for all customers.

Example Penalty Calculation:

If a service costs $500 per month and experiences 2 hours of downtime in a year (1.12 hours beyond the guarantee):

  1. Exceeded downtime = 1.12 hours
  2. Percentage of excess downtime = (1.12 / 525600) * 100 = 0.000213%
  3. Penalty Payable = 0.000213% of $500 * 12 months = $1.28

Penalties are applied at the next invoice generation, with the credited amount determined by the exceeded downtime threshold. Should the threshold be exceeded multiple times within the same 12-month cycle, only the additional downtime surpassing the previously credited amount will be taken into account for further penalty calculations.

4. Data Protection and Backups

We employ clustering and/or replication to maintain multiple copies of customer data and implement regular backups to safeguard data integrity. We attempt to make every effort to ensure data integrity and safety.

5. Updates to This Service Level Agreement

We may update our SLA from time to time. Any changes will be posted on our website, and continued use of our services signifies acceptance of the revised SLA.

6. Contact Information

For any questions regarding this policy, please get in touch with us at support@interstellio.io.