Service Level Agreement
1. Scope of SLA
1.1 Hippobyte guarantees: (a) availability of its Core Services, and (b) average sync times for connections to Customer data sources, both as described below.
2. Core Services
2.1 Hippobyte offers an Uptime SLA for Core Services for Customers who purchase a pricing tier that includes this option that is specified on Customer’s executed Order Form.
Definitions
2.2 Core Services – means the three services identified in Section 3 below.
2.3 Downtime - Downtime for Core Services means the Service is available less than the Uptime Commitment period(s) below, measured on a rolling quarterly basis.
2.4 Rows Per Hour - over the past 14 days, the average number of rows synced for the entire account (all connections).
2.5 Service Credits for Core Services - Service Credits for Core Services are Rows Per Hour multiplied by price per row paid in the affected month multiplied by downtime hours i.e.,
(Rows Per Hour) X (Price Per Row) X (Downtime)
Service Credits may not be redeemed for cash, and may not exceed 10% of the total monthly fees for that Service in the month that the incident occurred.
| SERVICE | DESCRIPTION | UPTIME COMMITMENT |
|---|---|---|
| Web Application | Hippobyte web application for accessing, viewing, and controlling Hippobyte services. | 99.9% |
| Replication Servers | Hippobyte’s replication servers that run Hippobyte data replication services. | 99.9% |
2.6 If one Core Service has Downtime, Customer will receive a Service Credit against the entire contract fee even if the other Core Services are working. If more than one Core Service is down Customer will receive one Service Credit against the entire contract fee, not multiple credits.
2.7 Replication Servers Downtime is measured via Hippobyte log at Hippobyte.com/dashboard or via Hippobyte’s log service that exports service logs to Customer’s designated log service, such as AWS cloudwatch.
3. Data Delivery Services
3.1 Hippobyte offers a Data Delivery SLA for Customers who purchase a pricing tier that includes this option that is specified on Customer’s executed Order Form.
Definitions
3.2 Data Delivery Services – defined as any data connectors that are loading data through Customer’s Hippobyte account.
3.3 Normal Update Time – the average time between successful syncs over the previous 14 days, as specified on the connector page within the Hippobyte application dashboard. Normal Update Time is not available until there have been 48 successful incremental loads.
3.4 Allowed Downtime Interval - 24 hours is added to the Normal Update Time for Hippobyte to successfully sync a connector before Customer starts accruing Downtime. A Data Delivery SLA is a guarantee that Hippobyte will load data on a regular interval, which is defined as the combined total time of the Normal Update Time added onto the Allowed Downtime Interval. Downtime will begin to accrue after the Normal Update Time plus Allowed Downtime Interval. The Allowed Downtime Interval for Data Delivery Services is 24 hours + the connector’s Normal Update Time. In other words if affected connector’s Normal Update Time was 2 hours, then the Allowed Downtime Interval would be 24 + 2 = 26 hours, and Customer would not start accruing Downtime until 26 hours after data replication stopped.
3.5 Average Connection Rows Per Hour - over the past 14 days, the average number of rows synced per hour for a connection.
3.6 Downtime - Downtime for Data Delivery Services means: (a) the connection is completely broken / not loading data at all, or (b) more than 30% of tables do not load during the Normal Update Time for the Service.
3.7 Service Credits for Data Delivery - Service Credits for Data Delivery are Average Connection Rows Per Hour of affected connection multiplied by price per row paid in the affected month * Downtime hours.
(Average Connection Rows Per Hour) X (Price Per Row) X (Downtime)
Service Credits may not be redeemed for cash, and may not exceed 50% of the total monthly fees for that Service in the month that the incident occurred.
3.8 For a Data Delivery Service to be covered by this SLA, each table from a data source must be proven capable of syncing to Customer’s target warehouse by: successfully syncing the initial data load, and then successfully syncing 48 incremental loads after that (approximately 2 days of syncs based on average 1 hour sync intervals).
4. Claims
4.1 Customer must submit claims to Hippobyte customer support (support@hippobyte.com) along with all information necessary for Hippobyte to validate each claim, including: (i) a detailed description of the incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of Customer’s attempts to resolve the incident.
4.2 Hippobyte must receive the claim within two months of the end of the month in which the incident occurred.
4.3 Hippobyte will evaluate all reasonably available information and make a good faith determination of whether a Service Credit is owed. Hippobyte will use commercially reasonable efforts to process claims within 45 days of receipt. Customer must be in compliance with the Agreement to be eligible for Service Credits. If a Service Credit is owed to Customer, Hippobyte will apply the Service Credit to Customer’s subsequent service term or to any additional Services added during the current term.
4.4 If Customer experiences Downtime for multiple Services, they must submit a separate request for each Service. For example, if Customer purchased both Salesforce Data Replication and MySQL Data Replication, and an incident caused Downtime for both Services, Customer could be eligible for two separate Service Credits (one for each Service), by submitting two claims under this SLA. Service Credits are Customer’s sole remedy for performance or availability issues for any Service under the Agreement and this SLA.
5. Limitations
5.1 Downtime does not include Service unavailability due to the following:
- Maintenance requested by Customer, scheduled maintenance or unscheduled emergency maintenance, either by Hippobyte or by third-party providers. Hippobyte will provide seven days’ advance notice in writing or by e-mail of scheduled maintenance, not to exceed 24 hours per month.
- Failure of equipment, software or other parts of the Services not listed as a Core Service or Data Delivery Service.
- Outages of third party connections or utilities or other reasons beyond Hippobyte’s reasonable control.
- The Customer uses equipment, software or Services in a way that is not recommended by Hippobyte.
- The Customer has delayed, hindered or prevented Hippobyte from providing Services, such as removing Hippobyte’s access to Customer data sources or warehouses.
- The Service has become unavailable as a result of unsupported equipment, software or other third-party services which are not fully functional, which includes but is not limited to undocumented API changes, API limits, or sync failures due to new or changed data that disrupts the schema mapping rules.
- Customer’s breach of any of its agreements with Hippobyte, or Hippobyte’s responses thereto.
- The Service is a beta release or other pre-production release of a component of the Services.