Uptime

Squiz uses commercially reasonable efforts to provide a Monthly Uptime Percentage of 99.9% for the availability of digital experiences served by the Squiz SaaS DXP.

Downtime is the total number of minutes within a calendar month during which the Squiz SaaS DXP is unavailable to respond to valid requests for published content and data via the Squiz Content Delivery Network (CDN) as measured by the Squiz SaaS DXP monitoring service.

Downtime excludes any time that the Squiz SaaS DXP is subject to:

1. Scheduled maintenance;

2. Critical risk mitigation to resolve urgent issues such as security vulnerabilities and denial of service attacks;

3. Outages caused by the customer or third parties including Squiz partners;

4. Factors outside of Squiz’s reasonable control, including any force majeure event and internet access or related problems beyond the demarcation point of Squiz;

5. Customer not complying with Squiz policies, including the Acceptable Use Policy;

6. Suspension or termination of your Squiz services.

The Monthly ​​Uptime Percentage is calculated using the following formula:
(Maximum Available Minutes - Downtime)  /  Maximum Available Minutes  X 100

For example, if a digital experience suffers downtime of 40 minutes within a 30-day calendar month (43,200 minutes), uptime would be calculated as (43,200 - 40)  / 43,200  X 100, which equals 99.90%.

If Squiz fails to meet the Monthly Uptime Percentage, Squiz shall pay the Customer a Service Level Credit in recognition of the diminished service value, provided the Customer’s account is paid up to date.

To receive a Service Level Credit, Customers must log a Service Request through the Squiz Customer Portal (https://my.squiz.net/) within 28 days of the failure to meet the Monthly Uptime Percentage, which must include:

• the words “SLA Credit Request” in the subject line; and

• the dates and times of the failure to meet the Monthly Uptime Percentage.

The payment of a Service Level Credit will be the Customer’s sole and exclusive remedy for  a failure to meet the Monthly Uptime Percentage.

The Service Level Credit will be paid in the month following the notification of the failure to meet the Monthly Uptime Percentage,

Customers who request a Service Level Credit more than 28 days after failing to meet the Monthly Uptime Percentage, will not receive a Service Level Credit. Squiz is the final arbiter in determining whether a request qualifies for a Service Level Credit.