Enterprise Service Level Agreement
Last updated 23 April, 2025
Enterprise Service Level Agreement
This agreement is only applicable to Encore Cloud customers on an Enterprise plan. For the avoidance of doubt it does not apply to customers on the Encore Cloud Pro plan.
1. Services Availability
Encoretivity AB ("Encore", "we", "us", and/or "our") will use commercially reasonable efforts to make the platform services, including Encore Cloud's Dashboard, CI/CD system, and Trace ingestion system ("Services") available 99.9% of the time, excluding any Excused Downtime events ("Service Level").
The Services availability will be calculated by dividing the total number of minutes the Services are available during an applicable calendar month ("Uptime") by the total number of actual minutes in such month minus minutes of Excused Downtime, multiplied by 100 ("Uptime Percentage").
Uptime Percentage = Uptime ÷ (Total minutes in month - Excused Downtime) x 100
2. Unscheduled Downtime
Unscheduled Downtime is defined as any time when the Services are not available to perform operations, excluding any outages caused by the failure of any third-party vendor, the Internet in general, factors outside of our reasonable control, outages that resulted from your software or hardware or third party software or hardware, or both or any force majeure event ("Excused Downtime"). The measurement is in minutes. For the avoidance of doubt, this SLA does not apply to components of the Encore platform that are not directly operated by Encore (by way of example only, the Encore CLI).
3. Credits
A Credit is the percentage of the monthly Services fees for the Services that is credited to you for an Unscheduled Downtime below the Services Level based on the applicable Uptime Percentage as set forth in the table below. In order to receive any of the Credits described below, you must notify Encore in writing within thirty (30) days from the time you become eligible to receive a Credit. You must also provide us with log files showing Unscheduled Downtime and the date and time it occurred. If you do not comply with these requirements, you will forfeit your right to receive a Credit. If a dispute arises with respect to this SLA, we will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.
The maximum aggregate number of Credits issued by us to you for all Unscheduled Downtime in a single billing month will not exceed 50% of the amount due from you for the Services for the applicable month. Credits will be in the form of a monetary credit applied to future use of the Services and will be applied within sixty (60) days after the Credit was requested. Credits are your sole and exclusive remedy for any violation of this SLA.
| Monthly Uptime Percentage | Percentage credit of monthly fee * |
|---|---|
| 99.0% to 99.89% | 10% |
| 95.0% to 98.99% | 20% |
| < 95.0% | 30% |
* Percentage of monthly fee for the respective Services that does not meet the Service Level that will be credited to your future monthly fees.
Contact
For SLA-related inquiries, please contact us at support@encore.cloud.