Service Level Agreement
Our uptime commitments, support response times, and service availability guarantees for Genie9 cloud-based backup services.
Introduction
This Service Level Agreement ("SLA") between Genie9 Ltd. ("Genie9") and you ("you") sets forth the service level terms and conditions with respect to the cloud-based automated data backup services offered by Genie9 (the "Cloud Backup Services").
Genie9 is dedicated to making the Cloud Backup Services easy to access and use while providing you with the highest standards of service. This SLA formally sets forth Genie9's commitment to ensure 99.9% uptime of the Cloud Backup Services.
Service Level Goal
99.9%
Annual Uptime Guarantee
Genie9 will ensure that the Cloud Backup Services will be available and operational at an annual Uptime Percentage of at least 99.9%, as measured over any calendar month.
If Genie9 fails to meet the Uptime Percentage in any calendar month, and as long as you have met your obligations under the Terms of Use, you may notify Genie9 and receive a Service Credit.
SLA Exclusions
The SLA does not apply to Downtime resulting from:
Force Majeure
Amazon Web Services outage or other causes beyond Genie9's reasonable control, including force majeure events.
Third-Party Issues
Your or any third party's equipment, services, actions, or lack thereof.
Scheduled Maintenance
Genie9 scheduled maintenance and version upgrades, which are announced in advance.
Definitions
"Downtime"
The total number of minutes in a calendar month during which the Cloud Backup Services are unavailable or inoperable.
"Monthly Uptime Percentage"
The total number of minutes in a calendar month minus Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
"Service Credit"
A credit calculated as the difference between the Service Level Goal and the Monthly Uptime Percentage, multiplied by the monthly fee payable for the applicable month.
Service Credit Request Process
To receive a Service Credit, you must submit a request within 30 days including:
Required Information:
- Email Subject Line:
Must include "SLA Credit Request"
- Incident Details:
Dates and times of each Downtime incident
- Supporting Documentation:
Logs that document errors and corroborate claimed Downtime
Submit to: support@genie9.com
Service Credit Details
Important Notes:
- Service Credits are your sole remedy for any failure to meet the SLA
- Maximum credit per month cannot exceed your monthly fee
- Credits apply to future payments only
- Credits cannot be exchanged for monetary compensation
Maintenance and Support
Genie9 will provide scheduled maintenance to ensure optimal performance of the Cloud Backup Services:
Scheduled Maintenance
- • Performed during off-peak hours
- • Advance notice provided
- • Minimal service impact
Communication
- • Email notifications
- • In-app announcements
- • Status page updates
Limitation of Liability
Genie9's total liability for any and all damages arising from any claims related to this SLA will be limited to the amount of fees paid by you for the Cloud Backup Services during the twelve (12) months immediately preceding the event giving rise to such liability.
This SLA applies to Genie9 cloud backup services