Service Level Agreement (SLA)
version 1.0
This Service Level Agreement (“SLA”) is a policy governing the use of the RINA API services under the terms of the RINA spa Customer Agreement between RINA spa and users of RINA API services (“you”). This SLA applies separately to each account using RINA API Services. We reserve the right to change the terms of this SLA by posting this document on the Web site or by e-mail.
System availability
RINA spa will use commercially reasonable efforts to make RINA API services available with a Yearly Uptime Percentage (defined below) of at least 99% during any yearly billing cycle. In the event RINA API services does not meet the System Availability, you will be eligible to receive a Service Credit as described below.
Service Credits
Service Credits are calculated as a percentage of the total charges paid by you for RINA API services for the billing cycle in which the error occurred in accordance with the schedule below.
Yearly Uptime Percentage equal or greater than 98% but less then 99%:
Service Credit Percentage: 10%
Yearly Uptime Percentage less than 98%:
Service Credit Percentage: 20%
We will apply any Service Credits only against future RINA payments otherwise due from you; provided that, we may issue the Service Credit to the credit card that you used to pay for RINA.
Credit Request and Payment Procedures
To receive a Service Credit, you must submit a request by sending an e-mail message to sales@RINA.com. To be eligible, the credit request must (i) include your account number in the subject of the e-mail message (the account number can be found at the top of the RINA license page); (ii) include, in the body of the e-mail, the dates and times of each incident that you claim to have experienced; (iii) include your server request logs or screenshots that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks); and (iv) be received by us within ten (10) business days after the end of the billing cycle in which the errors occurred. If the Monthly Uptime Percentage applicable to the year of such request is confirmed by us and is less than 99%, then we will issue the Service Credit to you within one billing cycle. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
Scheduled Downtime
"Scheduled Downtime" means those times where RINA notifies Customer of periods of Downtime at least two days prior to the commencement of such Downtime. Scheduled Downtime is not considered Downtime for purposes of this RINA API services SLA, and will not be counted towards any Downtime Periods.
RINA API services SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of RINA API services, or any other RINA performance issues: (i) that result from Service Suspensions; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of RINA; (iii) that result from any actions or inactions of you or any third party; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (v) arising from our suspension and termination of your right to use RINA API services.
Error resolution time
RINA spa will use all efforts to correct RINA API services errors as soon as possible, we guarantee to get in touch with your technical contact in at least one business day from your first notification of the issue. Only your technical contact will be granted to notify us about issues and problems related to the service.
Proactive notifications
We will get you notified about service upgrades, and about product roadmap changes.
Data Preservation
RINA assures you thet you can get your data back if you decide to leave and that it is unambiguous that you own your data. As vendor of the service RINA will assist you in migrating away, for an appropriate professional services fee.
In addition you can retain your data on the RINA system for an appropriate fee, if you ever need to stop using the service but don't want to lose access to your data.
Downgrade
Downgrades are not admitted. After the purchase of your service or at renewal time, it will not be possible to reduce any service parameter like the number of users or the total storage.
Upgrade
Upgrades are always admitted. At any time it will be possible to increase any service parameters for instance adding more users or more total storage. Regardless of the time remaining until the next annual billing, all the additional users / storage / add-ons will be payed in full at purchase time and will be included in the next annual billing.