Last updated: November 2, 2016
This Service Level Policy governs the use of Acquia Cloud Enterprise and Acquia Cloud Site Factory (each, a “PaaS”) under the terms of the applicable Order between Acquia and Customer.
Service Commitment
Acquia will use commercially reasonable efforts to make PaaS infrastructure available for 99.95% during any calendar month during the applicable Subscription Term (the “Service Commitment”). In the event Acquia does not meet the Service Commitment, Customer will be eligible to receive a Service Extension as described below.
Definitions
“Availability” will be calculated per calendar month, as follows:
where:
“Unavailability” means that the PaaS infrastructure is unresponsive or responds with an error.
Service Extension
In the event Acquia does not meet 99.95% general availability of the PaaS for a calendar month, for each one-half hour of unavailability Customer will receive a one-day extension of their Subscription (each a “Service Extension”). To properly claim a Service Extension, Customer must inform Acquia within fifteen days of the purported outage and provide a full description of the service interruption, including logs if applicable. If Customer has accumulated Service Extensions during two consecutive months or three months in any six-month period, Customer may terminate the applicable Order upon seven days advance written notice to Acquia. In the event of an unavailability of the PaaS that is directly attributable to flaws in Customer’s environment (including the underlying code) where, despite reasonable notification from Acquia that such flaws are adversely impacting availability and Customer fails to correct such flaws, then Acquia may terminate the applicable Order upon 30-days written notice to Customer. The Service Extension and termination rights constitute Customer’s exclusive remedy and Acquia’s sole liability and obligation for any failure to maintain the Service Commitment.
Service Commitment Exclusions
The Service Commitment does not apply to any Unavailability, outage, suspension or termination of any Acquia PaaS performance issues:
In addition, unavailability of some specific features or functions within the website while other features remain available will not constitute Unavailability of the website, so long as the unavailable features or functions are not, in the aggregate, material to the website.
In the event of any outages described above, Acquia will use commercially reasonable efforts to minimize any disruption, inaccessibility and/or inoperability of the website in connection with outages, whether scheduled or not. Such efforts will include instances in another Availability Zone if available.