CGC's Hosted eCMS Managed Services Availability SLA
CGC guarantees 99.7% availability for Customer’s production environment during each calendar year (the “SLA”). If CGC does not meet the SLA, Customer will be eligible to receive a Service Credit described below. This is Customer's sole and exclusive remedy for any failure by CGC to meet the SLA.
Definitions.The following definitions shall apply to the SLA:
- "Downtime" means Customer’s inability to access at least 10% of Customer’s licensed eCMS applications.
- "Annual Uptime %" means the total number of hours in a year (8,760) minus the hours of Downtime experienced in a year, divided by the total number of hours in a year.
| 8,760 – Downtime Hours | |||
|---|---|---|---|
| Annual Uptime % = | ---------------------------------- | ||
| 8,760 |
- “Excessive Downtime Hour” means Downtime that exceeds 27 hours.
- "Service" means the eCMS Managed Hosting Services.
- "Service Credit" means 0.15% of Customer’s Annual Service Fee for each Excessive Downtime Hour. Service Credits may only be applied towards Customer’s next Annual Service Fee.
Service Credit = Customer’s Annual Service Fee x .15% x Excess Downtime Hours
Customer Must Request Service Credit. Customer must email their request for a Service Credit to their assigned CGC Customer Success Manager within 30 days of the end of the calendar year. The request must be submitted with supporting back up in the format below and must only include incidents reported when Customer could not access at least 10% of Customer’s licensed eCMS applications. Failure to comply with these requirements will forfeit Customer's right to receive a Service Credit.
| Incident# | Date/Time Reported |
Date/Time Resolved |
Downtime in Minutes |
Downtime in Hours |
|---|---|---|---|---|
| 123456 | 4/27/2023 6:00 | 4/28/2023 16:33 | 2073 | 34.55 |
| Total Downtime Hours | 34.55 | |||
| Downtime Allowed | 27.00 | |||
| Excess Downtime Hours | 7.55 | |||
SLA Exclusions. This SLA does not apply to any performance or availability issues:
- Caused by factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to CGC’s data centers, including at Customer’s site or between Customer’s site and CGC’s data center);
- That result from Customer’s unauthorized action or lack of action when required, or from Customer’s employees, agents, contractors, or vendors, or anyone gaining access to CGC’s network by means of Customer’s passwords or equipment, or otherwise resulting from Customer’s failure to follow appropriate security practices;
- That result from Customer’s failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or Customer’s use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
- That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- During scheduled maintenance for which Customer received proper notice.