Service level agreement
What silken commits to on availability, how it is measured, and what happens when it falls short. Paid Standard and Fast usage is covered automatically.
When this applies.
Paid Standard and Fast usage; Economy and free usage have no SLA.
This SLA is part of the terms and applies automatically to paid Standard and Fast usage. Economy tier and free usage have no SLA.
An enterprise order form may select the 99.9% option below.
The commitment and how it is measured.
99.5% of each month, measured on the public API.
silken commits that the API will be available for at least 99.5% of each calendar month ("Monthly Availability").
Each UTC calendar month is divided into one-minute intervals. An interval counts as unavailable if silken's authenticated read-only monitoring request to the public API endpoint fails or receives no response, or if no monitoring record exists for that interval. Monthly Availability is the number of available intervals divided by the total number of non-excluded intervals, expressed as a percentage. silken measures it from its own monitoring and gives Customer the figures for a month on request.
No turnaround or processing-time guarantee applies. A slow job is not API downtime.
What is not counted
Scheduled maintenance announced at least 48 hours ahead is excluded from measurement.
Service credits.
A percentage of that month's fees.
Enterprise order form option: 99.9% monthly API availability, with credits of 10% below 99.9% and at least 99.0%, 25% below 99.0% and at least 95.0%, and 50% below 95.0%. The same measurement, exclusions, claim deadline and sole remedy apply. Only the highest applicable credit applies for a month.
"Fees for that month" means the usage and subscription fees Customer owes for the calendar month in which the shortfall happened, before taxes. Where a commitment is invoiced annually in advance, it is one twelfth of the annual fee plus that month's overage.
Claiming a credit
To receive a credit Customer must ask for it in writing at support@silken.io within 30 days after the end of the month in which the shortfall happened, giving the dates and times it saw. silken checks the request against its own figures, tells Customer the result, and applies any credit to Customer's next invoice. Credits are not paid in cash, and a credit that is not claimed in time is lost.
The sole remedy.
Credits are the whole remedy for missing the commitment.
Service credits are Customer's sole and exclusive remedy for any failure by silken to meet the availability commitment. A credit is a reduction in fees, not damages, and it counts towards the limit on liability in the terms. Nothing in this agreement limits a liability that cannot lawfully be limited, or Customer's right to end the agreement under the terms for a material breach that is not remedied.
Support and security contacts.
One mailbox for support, credit claims and security reports.
Support requests, including SLA credit requests, go to support@silken.io. Security reports and questionnaires use the same address. Response times for support, if the order form states any, are in the order form's support schedule; this agreement states none.