This Ridge Service Level Agreement (“SLA”) is a policy governing the use of the Ridge Platform and applies separately to each account using Ridge Cloud Services. This SLA applies and is limited solely to the Included Services (as defined below) offered by Ridge at each Ridge Data Center that provides the Third-Party Resources for the Ridge Cloud Service, as presented on the Ridge Platform. You acknowledge and agree that this SLA does not apply to any Third Party Resources and that deployment of any Third Party Resources may be subject to different support terms and service levels. In the event of a conflict between the terms of this SLA and the terms of the Ridge Terms of Service or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement. Capitalized terms not defined in this SLA have the meaning assigned to them in the Agreement.
• Ridge Managed Kubernetes Service (RKS)
• Ridge Container Orchestration Service (RCS)
• Ridge Storage Service (RSS)
• Ridge Platform
Ridge will use commercially reasonable efforts to make each of the Included Services available for each Ridge Data Center with a Monthly Uptime Percentage of at least 99.99%, in each case during any monthly billing cycle (the “Service Commitment”). In the event any of the Services do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments) for the individual Included Service in the affected Ridge Data Center for the monthly billing cycle in which the Unavailability occurred in accordance with the schedule below.
We will apply any Service Credits only against future payments for the applicable Service otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from Ridge. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar (US$1). Service Credits may not be transferred or applied to any other account.
To receive a Service Credit, you must submit a claim by opening a case with Ridge support in one of the official channels (telephone, email or the support function embedded in the Ridge Console, as set forth below). To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
1. the words “SLA Credit Request” in the subject line;
2. the dates, times, and affected Included Services and Ridge Data Centers of each Unavailability incident that you are claiming;
3. the resource IDs for the affected Service; and
4. Your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit. Unless otherwise provided in the Agreement, this SLA sets forth your sole and exclusive remedies, and Ridge’s sole and exclusive obligations, for any unavailability, non-performance, or other failure by us to provide the Included Services.
The Service Commitment and Hourly Uptime Percentage do not apply to any unavailability, suspension or termination of an Included Service, or any other Included Service performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the applicable Included Service; (ii) that result from any actions or inactions of you or any third party, including, without limitation, your failure to properly set up a recovery volume; (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (iv) that are caused by the Ridge Data Centers; or (v) arising from our suspension or termination of your right to use the applicable Included Service in accordance with the Agreement (collectively, the “Ridge SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
In order for Ridge to provide optimal Technical Support, all Technical Support requests must be received by Ridge’s Technical Support department. Ridge’s Technical Support department may be contacted by, email (firstname.lastname@example.org) or the support function embedded in the Ridge Console, during the Technical Support department’s regular business hours (8:00AM- 6:00PM GMT+2 time, Monday – Friday, excluding holidays (“Business Day”)). Notwithstanding the foregoing, Ridge shall provide 24/7 Technical Support for Severity Level One issues.
Each Technical Support request submitted by you must include a proposed severity level designation, based on the definitions below, using your reasonable judgment. If Ridge believes an issue has not been properly classified, Ridge, in its sole and absolute discretion, has the right to re-classify the issue to a different severity level. Upon receipt and classification of a Technical Support request, Ridge shall use commercially reasonable efforts to respond and commence work to resolve the issue according to the following schedule:
“Hourly Uptime Percentage” is calculated by subtracting from 100% the percentage of deployed minutes during any clock hour in which a Kubernetes Cluster or a RCS Container was in a state of Unavailability. Hourly Uptime Percentage measurements exclude Unavailability resulting directly or indirectly from any Ridge SLA Exclusion
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which any of the Included Services, as applicable, was in the state of Unavailability. Monthly Uptime Percentage measurements exclude Unavailability resulting directly or indirectly from any Ridge SLA Exclusion.
A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
“Unavailable” and “Unavailability” mean that a single Kubernetes cluster or an RCS container has no external connectivity.
“Response Time” means the time between your initial contact of Ridge’s Technical Support department and the acknowledgment response by Ridge’s support staff.
“Severity Level” is a measure of the relative impact an issue has on the use of the Ridge Platform, as assigned by a you when opening a Technical Support request. The Severity Levels set out herein apply to all issues.
“Severity Level One” means your production mission critical systems are down and no workaround is immediately available, and (a) all or a substantial portion your critical data is at a significant risk of loss or corruption; or (b) you have had a substantial loss of service; or (c) your business operations have been severely disrupted.
“Severity Level Two” means that major functionality of the Ridge Platform is severely impaired such that (a) your operations can continue in a restricted fashion, although long-term productivity might be adversely affected; or (b) only a temporary workaround is available.
“Severity Level Three” means a partial, non-critical loss of functionality of the Ridge Platform such that (a) the operation of one or more components is impaired but allows you to continue using the Ridge Platform.
“Severity Level Four” means general usage questions and cosmetic issues, including errors in the Documentation.
“Technical Support” means telephone or web based technical assistance by Ridge support for the Platform and Services during the Client Service Period.
“Ridge Console” means the dedicated management console, that is utilized to use the Ridge Platform.