Service Level Agreement
Effective as of April 6, 2019
LoginTC SLA During the Term of the applicable LoginTC Agreement (the “Agreement”), the LoginTC administration panel interface and web sdk will be operational and available to Customer at least 99.9% of the time in any calendar month (the “LoginTC SLA”). If Cyphercor does not meet the LoginTC SLA, and if Customer meets its obligations under this LoginTC SLA, Customer will be eligible to receive the Service Credits described below. This LoginTC SLA states Customer’s sole and exclusive remedy for any failure by Cyphercor to meet the LoginTC SLA.
Definitions. The following definitions shall apply to the LoginTC SLA.
“Downtime” means when there is more than a five percent user error rate across all of a Customer’s Users. Downtime is measured based on server side error rate.
“Service” means the LoginTC multifactor authentication service.
“Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
“Service Credit” means the following:
| Monthly Uptime Percentage | Days of Service added to the end of the Service term at no charge to Customer |
| < 99.9% – >= 99.0% | 3 |
| < 99.0% – >= 95.0% | 7 |
| < 95.0% | 15 |
Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Cyphercor within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.
Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by Cyphercor to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer’s term for the Service. Service Credits may not be exchanged for, or converted to, monetary amounts.
LoginTC SLA Exclusions. The LoginTC SLA does not apply to any services that expressly exclude this LoginTC SLA (as stated in the documentation for such services) or any performance issues that resulted from Customer’s equipment or third party equipment, or both (not within the primary control of Cyphercor).