Simulacra SDS Service Level Agreement

We provide a 99% Uptime commitment for all standard subscriptions. If we fall short of our 99% uptime commitment and your workspace is affected, you may request a service credit to your account for future use.

SLA Definitions and Commitments

Downtime
Downtime is the total number of minutes Simulacra was unavailable during a calendar quarter (i.e., January 1st through March 31st and every three-month period thereafter). We calculate unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.

Calculation of Downtime:
(total number of minutes in a quarter - downtime) /  total number of minutes in a quarter

Downtime excludes the following:
Slowness or other performance issues with individual features (upload, generate, download, or analyze); any features identified as pilot, alpha, beta or similar; external network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server; and Scheduled Downtime for maintenance.

Scheduled Downtime:
Simulacra will infrequently need to schedule downtime to push changes to all active servers or to update our server infrastructure. If and when scheduled downtime is necessary, the Simulacra team will email all active users at least 24 hours advance.
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Service Credits
If we fall short of our uptime commitment, you may request a credit to each affected account equal to your daily average number of rows generated (excluding weekends), which will be added to your available rows in your current subscription period. These additional rows are termed service credits.

Service credits are not available to companies whose service period ends within 48 hours (excluding weekends) of any downtime. Service credits do not roll over into any future subscription plan and expire upon termination of your subscription contract.

All claims will be verified against our server and system records. If we have a dispute with any period of unavailability claimed by you, we’ll provide to you a record of the availability for the applicable period. We’ll provide such records only in response to claims made by you in good faith.

Service credits are not  refunds. Service Credits can not be exchanged for a cash amount. Simulacra requires that all outstanding invoices are paid before service credits are added to an account.

Service credits are the sole and exclusive remedy for any failure by us to meet our obligations under this SLA.
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Updates
As our business evolves, Simulacra Data reserves the right to make changes and updates to our service level agreement.