Service Level Agreement (SLA)

<This is an translation. If there is a difference between Japanese and English, Japanese version is valid>

Matsuesoft will use commercially reasonable efforts to make Matsuesoft Application Service, DBaaS and other Cloud Services such as DegoDB available with a Monthly Uptime Percentage of at least 99.95%, during any monthly billing cycle. In the event Application Service or DBaaS does not meet the Service Commitment, you will be eligible to receive a Service Credit.

We will apply any Service Credits only against future Application Service or DBaaS payments otherwise due from you. At our discretion, we may issue the Service Credit for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from Application Service or DBaaS. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Application Service or DBaaS Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Application Service or DBaaS is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

If Monthly Uptime Percentage is Less than 99.95% but equal to or greater than 99.0%, Service Credit Percentage is 10%. If Less than 99.0%, Service Credit Percentage is 30%.

To receive a Service Credit, you must submit a claim to Support Center.

If free service, there is no compansation for the damage caused.

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