Last Updated: April 1, 2020
If Athenian does not meet this Service Level Agreement ("SLA"), and if Subscriber meets its obligations under this SLA, Subscriber will be eligible to receive the invoice credits described below. This SLA states Subscriber's sole and exclusive remedy for any failure by Athenian to meet the SLA.
Invoice credits are calculated as follows:
Credit = (Plan Price × Outage Period Minutes × Acceleration Ratio) ÷ Minutes in the applicable service month
The monthly guaranteed uptime, the Acceleration Ratio, and maximum invoice credit available for the Athenian Pro Plan is as follows:
Credits will be made in the form of a monetary credit applied to future use of the Service. A pending credit does not release a Subscriber from its obligation to pay Athenian invoices submitted for payment in full when due. Service Credits may not be exchanged for, or converted to, monetary compensation. Service degradation or suspension as a result of a Subscriber's exceeding limits under an applicable Athenian Plan is not considered as an Outage covered by this SLA. Additional conditions apply as defined in Athenian's Terms of Service or Subscriber's subscription agreement.
"Acceleration Ratio" means the acceleration multiplier Athenian offers for each Athenian Plan covered by this SLA.
"Monthly Cap" means the maximum aggregate number of invoice credits issued by Athenian to Subscriber for all Outages in a single billing month.
Monthly Guaranteed Uptime" means the total number of minutes in a month, minus the number of minutes of Outage suffered from all Outages in a month, divided by the total number of minutes in a month and expressed as a percentage."
Outage" means the charts and metrics in the dashboard of the Athenian Services are unavailable.
"Plan Price" means the base monthly subscription fee for the applicable Athenian Plan, exclusive of any fees related to add-ons or excess usage.
"SLA" means this Service Level Agreement.
Athenian will provide at least thirty (30) days' advance notice for changes to the SLA that affect a Subscriber's Plan by either: (i) sending an email to Subscriber's point of contact for notices; (ii) posting a notice in the Athenian Dashboard; or (iii) posting a notice to the applicable SLA webpage. If a change to the SLA has a material adverse impact on Subscriber and Subscriber does not agree to the change, the Subscriber shall have the right to terminate the corresponding service order within thirty (30) days of notice of such change from Athenian.
This SLA applies to customers who subscribe to the listed plans on or after the date of last update. The changes are not retroactive. If you are an existing customer as of that date, a description of your support service may be found below.