Service Level Agreement

Outlines service availability commitments

Effective: February 15, 2021

During the Term of the agreement under which ITORIX has agreed to provide APIwiz platform to Customer (as applicable, the "Agreement") with a Monthly Uptime commitment of 99% and above for those with a valid subscription plan of Pro or Enterprise (our Service Level Agreement or SLA ). If APIwiz does not meet the SLA, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the corresponding Financial Credits described below. If the Agreement authorizes the resale or supply of APIwiz Platform under a ITORIX partner or reseller program, then all references to Customer in this SLA mean Partner or Reseller (as applicable), and any financial credit(s) will only apply for impacted Partner or Reseller order(s) under the Agreement.

To review current and historical Uptime, visit APIwiz status.

SLA breakdown

Downtime

Downtime is the overall number of minutes APIwiz was unavailable during a APIwiz fiscal quarter (i.e., January 1 through March 31 and every three month period thereafter). APIwiz calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.

Downtime excludes the following:

• Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.) or that resulted from quotas listed
• Issues that are related to external apps or third parties, including APIwiz Connectors
• Any products or features identified as pilot, alpha, beta or pre-general availability
• External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
• Scheduled Downtime for maintenance
• Features or Services that have been deprecated

Uptime Commitment

Uptime is the percentage of total possible minutes APIwiz was available during a fiscal quarter. Our commitment is to maintain at least 99% or 99.9% Uptime based on the tier of subscription.

Uptime:[(total minutes in quarter - Downtime) / total minutes in quarter] > 99.9%

Scheduled Downtime

Sometimes we need to perform maintenance to keep APIwiz working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice. In a year, scheduled downtime won’t exceed 10 hours.

Service Credits

If we fall short of our Uptime commitment and your workspace (or, in the case of Enterprise Grid, your org) is affected, we’ll apply a credit (we call these Service Credits ) to each affected account not exceeding 25% of the amount due by the Customer for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Covered Service and will be applied within 60 days after the Financial Credit was requested, or refunded if the Customer has paid Itorix in advance.

Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by APIwiz to meet its obligations under this SLA.

Note, Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive Service Credits during an outage in their region, while other accounts in other regions that have not been similarly affected will not.

Customer Must Request Financial Credit

In order to receive any of the Financial Credits described above, Customer must notify Itorix at APIwiz.servicecredits@itorix.com within five (5) calendar days of the end of the month in which Customer becomes eligible to receive a Financial Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Financial Credit.

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Updates

As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.