- For Enterprise customers: 100% uptime: The Service will serve content 100% of the time.
- For Startup customers: No SLA.
“Service Outage” means the Neumob Services are (1) not responding to end user requests, (2) incorrectly sending end users error condition messages or (3) sending incorrect content to end users, and these conditions are observable or reproducible by the Customer or Neumob.
If an outage is identified, the Customer will receive (as Customer’s sole remedy) a credit equal to the committed monthly service fee, for that App, for that day in which the outage occurred, not to exceed 30 days of fees.
Requesting Service Credits
To request a service credit for a perceived service failure, Customer must, within five calendar days (120 hours) after the perceived outage, contact firstname.lastname@example.org specifying the time period in which the outage is believed to have occurred. A pending credit does not release Customer from its obligation to pay Neumob’s submitted invoices in full when due. Credits will be applied within three months following a validated service credit request.
This Neumob Service Level Agreement (“SLA”) is a policy governing the use of Neumob Accelerator under the terms of the Neumob Customer Agreement (the “Neumob Agreement”) between Neumob, Inc. and its affiliates (“Neumob”,“us” or “we”) and users of Neumob services (“you”). This SLA applies separately to each account using Neumob Accelerator. Unless otherwise provided herein, this SLA is subject to the terms of the Neumob Agreement, and capitalized terms will have the meaning specified in the Neumob Agreement. We reserve the right to change the terms of this SLA in accordance with the Neumob Agreement.
This SLA does not apply to any unavailability, suspension or termination of Neumob, or any other Neumob performance issues: (i) that result from a suspension described in the Neumob Agreement; (ii) caused by factors outside of our reasonable control, including any force majeure event or Mobile or Internet access or related problems beyond the demarcation point of Neumob; (iii) that result from any actions or inactions of the Customer or any third party; (iv) that result from Customer’s equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (v) arising from our suspension and termination of the Customer’s right to use Neumob in accordance with the Neumob Agreement.