This W2E Service Level Agreement (“SLA”) between Wellness Warehouse Engine Ltd (“W2E”, “us” or “we”) and users of the W2E services (“you”) governs the use of the W2E platform under the provisions of the W2E Terms of Service (the “Terms”).
W2E will use commercially reasonable efforts to make the W2E platform Service available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the “Service Commitment”). Subject to the W2E SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit.
A Monthly Uptime Percentage of 99.9% means that we guarantee you will experience no more than 43 minutes/month of Unavailability.
For consideration and convenience of our customers in Finland our service classifications are also listed against the SLA guidance provided for Finnish Public ICT services at http://docs.jhs-suositukset.fi/jhs-suositukset/JHS174_liite1/JHS174_liite1.html .
The Availability (above Monthly Uptime Percentage) of the W2E service is 99.9 %, with maximum down time (above Unavailability) of 43 minutes in a month. The availability means that the service is responding and is serving the incoming requests correctly.
Accessibility of the service point is in the class T1, meaning that 80% of the emails to support@w2e.fi .
Solving skill class is R3, meaning that 80% of the fault and guidance cases are solved at the defined service request level (R3).
Based on the previous, the service class of the W2E Platform Service is B (normal), and the service class for the supporting services is 1 (basic service).
"W2E Platform Service" mean our provided API aggregation service running onhttps://w2e.fi environment.
"Maintenance" means scheduled Unavailability of the W2E Platform Service, as announced by us prior to the W2E Platform Service becoming Unavailable.
"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the W2E Platform Service was Unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any W2E SLA Exclusion.
"Service Credit" means a credit denominated in euros (EUR), calculated as set forth below, that we may credit back to an eligible account.
"Unavailable" and "Unavailability" mean: For users of our platform, when all of your API connections with W2E have no connectivity, as confirmed by our monitoring.
For Monthly Uptime Percentage less than 99.9% but equal to or greater than 99.0%, you will be eligible for a 10% Service Credit.
For Monthly Uptime Percentage less than 99.0%, you will be eligible for a 30% Service Credit.
We will apply any Service Credits only against future payments for the Services otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from W2E. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than ten euros (€50 EUR). Service Credits may not be transferred or applied to any other account.
Unless otherwise provided in the Terms, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the W2E Platform Service is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
That result from any Maintenance.