-1.png){kind=logo}
Service Level Agreement
At Brontobytes, the privacy of our users and visitors is very important to us. The purpose of this privacy policy is to provide you with a description of the types of personal information we collect about you when you use our applications, websites, content, products, and services and how we use that information. This Privacy Policy only applies to personal information collected about you while you are accessing or using the Services. By visiting our website, registering to use the Services, or otherwise accessing the Services, you accept this Privacy Policy and certify that you have reviewed it. IF YOU DO NOT AGREE WITH ANY OF THE TERMS SET FORTH HEREIN, PLEASE DO NOT USE THE PRODUCT OR REGISTER TO USE THE PRODUCT.
Definitions
1. Scheduled Maintenance Window:{" "} The time frame designated for planned maintenance of the Service. This will be announced on the Bronto Status page at least 24 hours in advance.
2. Service: Hosted portion of the offering provided by Bronto.
3. Service Credit: A percentage of the annual service fees, prorated for the month in which the Service Level was not met. The prorated monthly amount is determined by dividing the annual fee by 12.
4. System Availability: The percentage of total time that the Service is operational, allowing the Customer to either send data to Bronto ("Data Ingestion Uptime") or log in ("Log-in Uptime"), excluding the Scheduled Maintenance Window. The following circumstances do not count as System Availability downtime:
- Issues with the Customer's network;
- Use of services, hardware, or software not provided by Bronto, including any downtime or issues caused by third-party providers, such as AWS, that Bronto relies on.
- Downtime caused by natural disasters or acts of God.
- { "Customer's failure to use required configurations, follow acceptable use policies, or using the Service inconsistently with the Documentation;" }
- Usage beyond licensed capacities or any suspension due to suspected abusive behavior;
- Continued use of the Service after Bronto has advised modifications.
System Availability SLA
Bronto guarantees 99.95% System Availability each calendar month ("Service Level").
Service Credits
If the Service Level is not met for a particular month and the Customer has met all obligations under the Agreement and SLA, a Service Credit may be issued. The Service Credit will be calculated based on the table below and must be used within twelve months of issuance. Service Credits can be applied to future renewals or purchases, and in no event will a refund be given.
System Availability
99.95% or above
99.0% or above but below 99.95%
95% or above but below 99.0%
Below 95.0%
99.95% or above
99.0% or above but below 99.95%
95% or above but below 99.0%
Below 95.0%
Service Credit Eligibility
No Service Credit
10% of the pro-rated monthly fee paid
25% of the pro-rated monthly fee paid
100% of the pro-rated monthly fee paid
No Service Credit
10% of the pro-rated monthly fee paid
25% of the pro-rated monthly fee paid
100% of the pro-rated monthly fee paid
In any month, the Customer cannot receive a Service Credit exceeding 100% of the monthly fee for the Service.
Claiming a Service Credit
To claim a Service Credit, the Customer must submit a request within five days following the end of the month in which the Service Level was not met. This is done by opening a written case in Bronto's in-app support portal and must include:
Subject line: "SLA Credit Request"
Detailed description of the incident
Time and duration of the incident
Affected resources or operations
Any attempts made by the Customer to resolve the incident
The Customer must provide any additional information requested by Bronto to investigate the claim. Bronto will use all reasonably available information to validate the claim and determine if any Service Credits are due. Bronto reserves the right to deny the Service Credit if the Customer is not in good standing due to late payment or non-compliance with any material contractual obligations. Note that the Bronto Status page is not a measurement of System Availability under this SLA, and the outlined steps must be followed to qualify for Service Credits. Bronto reserves the right to modify this SLA with thirty days' notice.In this document, references to “Brontobytes”, “we” “us” or “our” means Brontobytes Inc., a Delaware corporation, “you” or “your” means the users of or visitors to our website and Services, “Privacy Policy” means this privacy policy, and “Services” means our applications, websites, content, and products and services. “Personal Information” means personally identifiable information; and “Terms” means our Terms of Use at: www.brontobytes.io/terms.
Claiming a Service Credit
To claim a Service Credit, the Customer must submit a request within five days following the end of the month in which the Service Level was not met. This is done by opening a written case in Bronto's in-app support portal and must include:
Subject line: "SLA Credit Request"
Detailed description of the incident
Time and duration of the incident
Affected resources or operations
Any attempts made by the Customer to resolve the incident
The Customer must provide any additional information requested by Bronto to investigate the claim. Bronto will use all reasonably available information to validate the claim and determine if any Service Credits are due. Bronto reserves the right to deny the Service Credit if the Customer is not in good standing due to late payment or non-compliance with any material contractual obligations. Note that the Bronto Status page is not a measurement of System Availability under this SLA, and the outlined steps must be followed to qualify for Service Credits. Bronto reserves the right to modify this SLA with thirty days' notice.In this document, references to “Brontobytes”, “we” “us” or “our” means Brontobytes Inc., a Delaware corporation, “you” or “your” means the users of or visitors to our website and Services, “Privacy Policy” means this privacy policy, and “Services” means our applications, websites, content, and products and services. “Personal Information” means personally identifiable information; and “Terms” means our Terms of Use at: www.brontobytes.io/terms.
