PullString Service Level Agreement (SLA)

Last Updated: 23 June, 2016

This PullString Service Level Agreement (“SLA”) governs the use of the PullString service under the terms of the PullString Terms of Service (“TOS”) between PullString, Inc. (“PullString”) and users of the PullString service (“you”). This SLA applies separately to each account using the PullString service. PullString reserves the right to change the terms of this SLA in accordance with the TOS.

Definitions

The following definitions apply to the PullString SLA:

“Covered Service” means the PullString Web API for hosting conversational experiences, including any services built on top of this Web API.

“Downtime” means any continuous 5 minute period during the Service Month in which the PullString service was not available. Downtime is calculated by PullString at its sole discretion using the Monitoring Service.

“Monitoring Service” is the service maintained by PullString that provides reports of availability. See status.pullstring.com.

“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of cumulative downtime periods during the Service Month.

“Service Credit” is a dollar credit that PullString may credit back to you in a future monthly bill.

Service Commitment

PullString will use commercially reasonable efforts to make the PullString service available 99.95% of the time. In the event that PullString does not meet this goal during a Service Month, you will be eligible to receive a Service Credit as follows:

Monthly Uptime Percentage
Service Credit
< 99.95% 10%

Service Credit Procedures

In order to receive a Service Credit, you must submit a ticket through the PullString email support system within 30 days from the time that you became eligible to receive the Service Credit. The ticket must include: i) a subject line of “SLA Claim”, ii) the dates and times of the Downtime for which you are requesting a Service Credit, iii) any additional information that documents the claimed Downtime(s).

Service Credits shall be your sole and exclusive remedy for any Downtime you experience with the PullString service.

Exclusions

This SLA does not apply to: (i) scheduled maintenance, (ii) features designated as Alpha or Beta, (iii) features related to the PullString Author desktop suite of products, (iv) factors outside of PullString’s reasonable control, (v) factors resulting from your own software, hardware, or third-party software or hardware, or both, (vi) abuses or other behaviors that violate the TOS.