Sentry Meet Level Agreement (SLA)
Last modified: 2022-10-24 Effective date: 2022-10-24.
During the Term of the agreement under which Sentry Health has agreed to provide Sentry Meet to Customer (as applicable, the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.9% (the "Service Level Objective" or "SLO").
If Sentry Health does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer’s sole and exclusive remedy for any failure by Sentry Health to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. If the Agreement authorizes the resale or supply of Sentry Health Platform under a Sentry Health 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.
The following definitions apply to the SLA:
"Back-off Requirements" means, when an error occurs, the client sending requests is responsible for waiting for a period of time (where possible and reasonable to do so) before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second, and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.
"Covered Service" means a Sentry Meet service within a Tenant.
"Downtime" means more than a ten percent Error Rate.
"Downtime Period" means a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.
"Error Rate" means the number of Valid Requests sent to the endpoint of a Sentry Meet service that return HTTP Status 5XX due to a failure of the Sentry Meet infrastructure divided by the total number of Valid Requests, subject to a minimum of 100 Valid Requests in the measurement period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
"Financial Credit" means the following:
Monthly Uptime Percentage Percentage of monthly bill for the respective Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99.00% to < 99.90% 10%
95.00% to < 99.00% 25%
< 95.00% 50%
"Monthly Uptime Percentage" means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.
"Valid Requests" are requests sent to a Sentry Meet service that conform to the Documentation, and that would normally result in a non-error response.
Customer Must Request Financial Credit
In order to receive any of the Financial Credits described above, Customer must notify Sentry Health technical support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Sentry Health with log files showing Downtime Periods and the date and time they occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, Sentry Health will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.
Maximum Financial Credit
The maximum aggregate number of Financial Credits issued by Sentry Health to Customer for all Downtime Periods in a single billing month will not exceed 50% of the amount due from Customer for the Service for the applicable month. Financial Credits will be in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested
The SLA does not apply to any: (a) features or services designated Alpha or Beta (unless otherwise set forth in the associated Documentation), (b) features or services excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of Sentry Health’s reasonable control; (ii) that resulted from Customer’s software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviours that violate the Agreement; or (iv) that resulted from quotas applied by the system.
Data Export SLA
Upon an authorized data export request, the fullfillment for a data export request must be authenticated and authorized by Sentry Health data administrating staff. Data export requests are performed on queue basis after authentication & authorization; data export jobs are to be performed on a first-come first-served basis. The timeline of exporting tenant specific data will vary based on the size of active export request queue, and the amount of data to be exported. A data export request may take up to 2 weeks to complete from a completed and approved request.