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href="https://web.archive.org/web/20201206234000/https://client.cdn77.com/auth/login">Login</a><a id="sign-up" class="Button_button__NTtqi Button_sm__1RqRL Button_color-primary__28cyr Button_primary__1HfZQ SideLinks_button__3M2rv" data-testid="Get started" href="/web/20201206234000/https://www.cdn77.com/get-started">Get started</a></div></div></div></div></div></div></div><div class="Nav_overlay__8DWM6"></div></div></nav><div class="Layout_content__gey4r"><section class="Section_wrapper__6r5hs default Section_md__20edk Section_noneBottom__7NoRU Section_lgTop__2FUIf"><div class="Container_container__1x51I"><h1 class="mb-4 mb-md-8 text-center">Service Level Agreement</h1><div class="ServiceAgreementTemplate_content__2U10y"><p class="Paragraph_default__3nDxv mb-5 Paragraph_md__3qCCA">The Service Level Agreement (SLA) is an addition, not a replacement, of the Terms & Conditions (T&C) of DataCamp Limited listed at <a class="Button_link__3OsLg Button_md__1KL2x Button_color-primary__28cyr Button_primary__1HfZQ" data-testid="https://www.cdn77.com/terms-and-conditions" href="/web/20201206234000/https://www.cdn77.com/terms-and-conditions">https://www.cdn77.com/terms-and-conditions</a></p><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">1.</b><p class="Paragraph_default__3nDxv d-inline Paragraph_md__3qCCA"><strong>Overview</strong><br/>The Supplier shall provide the Service availability for CDN77 network of 99.99%.</p></div><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">2.</b><strong>Definitions</strong><ul class="List_listContainer__2Tji0 List_mdSpacing__28nrJ List_monochromeBullet__2-Ibp List_smBulletOffset__3z4ir List_dash__1QARd"><li class="List_listItem__14a8D mdText"><p class="Paragraph_default__3nDxv Paragraph_md__3qCCA">“Service” - For the purpose of this agreement, the Service means the CDN service offered by DataCamp Limited as described in T&C. The SLA agreement applies exclusively to Customers subscribing to Monthly Plans as defined at <a class="Button_link__3OsLg Button_md__1KL2x Button_color-primary__28cyr Button_primary__1HfZQ" data-testid="https://www.cdn77.com/pricing" href="/web/20201206234000/https://www.cdn77.com/pricing">https://www.cdn77.com/pricing</a> unless agreed otherwise in any additional Addendum to Term & Conditions of Datacamp Limited.</p></li><li class="List_listItem__14a8D mdText"><p class="Paragraph_default__3nDxv Paragraph_md__3qCCA">“Service Unavailability” - means that Customer cannot transmit and deliver content over the CDN77 network. The condition in which the entire CDN77 network (All PoP) does not respond to end-user requests.</p></li></ul></div><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">3.</b><p class="Paragraph_default__3nDxv d-inline Paragraph_md__3qCCA">The Service is provided 24 hours a day, excluding the time for planned maintenance reported to Customer at least 24 hours beforehand. Any scheduled or emergency maintenance shall not be counted as Service unavailability and shall not become a subject of SLA credits application.</p></div><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">4.</b><p class="Paragraph_default__3nDxv d-inline Paragraph_md__3qCCA">The Service becomes unavailable at the moment of the Suppliers fault behaviour. </p></div><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">5.</b><div class="ServiceAgreementTemplate_offsetWrapper__3Ledl">The monthly SLA is calculated as follows:<div class="mt-3 ml-sm-4"><div class="ServiceAgreementTemplate_formulaWrapper__3jQMN">SLA = <span class="ServiceAgreementTemplate_fraction__3teNr"><span>T<sub>S</sub> - T<sub>N</sub></span><span>T<sub>S</sub></span></span> × 100 [%]</div><div class="ServiceAgreementTemplate_legendWrapper__2g4vb"><span>where:</span><div class="ServiceAgreementTemplate_legendContent__1Tw9M">T<sub>S</sub> - duration of service in current month<br/>T<sub>N</sub> - duration of service unavailability in the current month.</div></div></div></div></div><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">6.</b><div class="ServiceAgreementTemplate_offsetWrapper__3Ledl"><p class="Paragraph_default__3nDxv Paragraph_md__3qCCA">The monthly SLA and rates for the SLA credits are listed in the table below:</p><div class="mt-3 ml-sm-4"><table class="Table_table__3Jcqe"><thead class="Table_thead__2sdDz"><tr class="Table_row__3F_RX"><td class="Table_cell__2eU70">SLA</td><td class="Table_cell__2eU70 Table_centered__3y81C">SLA credits</td></tr></thead><tbody><tr class="Table_row__3F_RX"><td class="Table_cell__2eU70">99.91 - 99.99%</td><td class="Table_cell__2eU70 Table_centered__3y81C">5%</td></tr><tr class="Table_row__3F_RX"><td class="Table_cell__2eU70">99.81 - 99.90%</td><td class="Table_cell__2eU70 Table_centered__3y81C">10%</td></tr><tr class="Table_row__3F_RX"><td class="Table_cell__2eU70">98.51 - 99.80%</td><td class="Table_cell__2eU70 Table_centered__3y81C">25%</td></tr><tr class="Table_row__3F_RX"><td class="Table_cell__2eU70">97.51 - 98.50%</td><td class="Table_cell__2eU70 Table_centered__3y81C">35%</td></tr><tr class="Table_row__3F_RX"><td class="Table_cell__2eU70">96.51 - 97.50%</td><td class="Table_cell__2eU70 Table_centered__3y81C">75%</td></tr><tr class="Table_row__3F_RX"><td class="Table_cell__2eU70">95.50% and less</td><td class="Table_cell__2eU70 Table_centered__3y81C">100%</td></tr></tbody></table></div></div></div><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">7.</b><p class="Paragraph_default__3nDxv d-inline Paragraph_md__3qCCA">The sum of the SLA credits is calculated as a percentage rate of the monthly price for Service and will be provided as a discount to the next invoice provided by the Supplier.</p></div><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">8.</b><p class="Paragraph_default__3nDxv d-inline Paragraph_md__3qCCA">The amount of SLA credits cannot exceed 100% of the Monthly Plan payment paid by Customer for the given month. The Monthly Plan sum excludes fee for additional services such as CDN Storage, Raw Logs etc.</p></div><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">9.</b><p class="Paragraph_default__3nDxv d-inline Paragraph_md__3qCCA">The Customer may apply for the SLA credits if the Supplier does not provide the monthly SLA in the current month. The application for the SLA credits needs to be addressed in writing to the Supplier not later than last day of the month during which the SLA breach has taken place otherwise the claim is no longer legally enforceable.</p></div><div class="ServiceAgreementTemplate_paragraph__OgXkA"><b class="ServiceAgreementTemplate_number__2vRJQ">10.</b><p class="Paragraph_default__3nDxv d-inline Paragraph_md__3qCCA">In the case of conflict or ambiguity between any provision contained in the body of this agreement and any provision contained in T&C, the provision in the body of T&C shall take precedence.</p></div><p class="Paragraph_default__3nDxv mt-4 Paragraph_md__3qCCA">For any support issues, please submit a ticket at <a class="Button_link__3OsLg Button_md__1KL2x Button_color-primary__28cyr Button_primary__1HfZQ" data-testid="support@cdn77.com" href="https://web.archive.org/web/20201206234000/mailto:support@cdn77.com">support@cdn77.com</a> or contact our 24/7 support team via live chat at <a 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