Service Level Agreement

The UBQuant Service Level Agreement (SLA) is applicable during the active term of paid service with UBQuant. This SLA does not apply to a client who is on a free plan or is conducting a free-trial plan.


Definitions

Commencement date. The date a client first accesses UBQuant services with a paid plan.

Measurement period. The consecutive twelve (12) month period ending on the anniversary of the commencement date.


Uptime Commitment

The UBQuant services will be operational and available to clients on a twenty-four hour, seven days a week (24x7) basis at least 99.9% of the time in any measurement period.


Uptime Percentage

The uptime percentage will be calculated over a consecutive twelve (12) month period ending on the anniversary of the commencement date as follows:

uptime percentage = (total โˆ’ downtime โˆ’ excluded) รท (total โˆ’ excluded)

Where:
  • "total" is the total number of minutes in the measurement period
  • "downtime" means performance issues in minutes during the measurement period that is not excluded
  • "excluded" means performance issues caused by any of the followings:
    • Scheduled maintenance with at least forty eight (48) hours of prior notice
    • Overall Internet slowdown or unavailability
    • Suspension of service by UBQuant
    • Performance issues caused by a client's computer hardware, software, or network infrastructure
    • Force majeure events outside the control of UBQuant