Service Level Agreement

This Service Level Agreement ("SLA") forms part of our Terms of Service.

It applies to customers on the Pro and Prime plans, and on Enterprise plans unless a signed agreement says otherwise. These are the "Eligible Plans". To be covered, your Account must be in good standing, meaning it is active and has no overdue balance. The Free and Standard plans are provided on a best-effort basis and are not covered by this SLA.

1. Our commitment

The Realtime Service will reach a Monthly Uptime Percentage of at least 99.95% in each calendar month.

2. Definitions

• Realtime Service means the Celeris realtime network that clients use to connect and to publish and deliver messages. It does not include the dashboard, the management API, billing, documentation or our websites.
• Downtime Minute means a minute in which the Realtime Service is unavailable in a Celeris region. It is unavailable when more than 5% of well-formed connection attempts or publish requests in that region fail because of causes within our control. Downtime is measured by our monitoring systems.
• Monthly Uptime Percentage means the total minutes in the calendar month, minus Downtime Minutes, divided by the total minutes in the month, multiplied by 100.
• Monthly Base Fee means the base subscription fee for the affected month. For billing intervals longer than a month, it is the fee for the interval divided by the number of months in the interval. It does not include usage fees or taxes.

3. Service credits

If we miss our commitment, you are entitled to a service credit. It is calculated as a percentage of your Monthly Base Fee:

Service credits:

• are capped at 50% of the Monthly Base Fee in any month;
• are applied against your future base fees;
• cannot be exchanged for cash;
• cannot be transferred; and
• lapse if your subscription ends.

4. Claiming a credit

To claim a credit, email support@useceleris.com within 30 days after the end of the affected month. Include:

• your Account email address;
• the affected application IDs;
• the dates and times of each incident; and
• any logs or error messages that support your claim.

We will review your claim and reply within 30 days. If we confirm it, we will apply the credit to your next base fee.

5. Exclusions

The following do not count as Downtime Minutes:

• scheduled maintenance that we announce at least 48 hours in advance, up to 4 hours per calendar month;
• unavailability caused by events described in the force majeure clause of the Terms, including widespread internet or cloud-provider outages;
• problems caused by your applications, equipment or networks, by misuse of our SDKs or by failure to follow our documentation;
• traffic that exceeds your Plan limits or rate limits;
• suspension or termination under the Terms; and
• features labelled "beta", "preview" or "coming soon".

6. Sole remedy

Service credits are your sole and exclusive remedy if we fail to meet this SLA.

7. Changes

We may update this SLA under the change process in the Terms. A change that reduces our commitment will not apply to you until your next renewal.