SLA Service Level Agreement

We understand the importance of being able to depend on your cloud platform on which your app is running. This Service Level Agreement (SLA) lists our guarantee to SunSed paying customers and what they are entitled in the unlikely event where SunSed Cloud platform becomes unavailable.

We guarantee 99% uptime for your app of the time in a given month, excluding scheduled maintenance.

If an outage occurs, we will issue a credit to your next bill for 5% of your monthly fee for every 30-minute period of downtime that you have experienced, up to 100% of your fee for that month. Customers must request the credit from SunSed within 30 days of the outage. Failure to contact SunSed within 30 days will result in a forfeiture of the Customer's right to receive the credit. No cash refunds will be provided.

This SLA does not apply to downtime resulting from Customer's equipment or third party equipment, or both (not within the primary control of SunSed, LLC). This SLA applies to the primary web servers hosting SunSed apps, and excludes any services or tools not explicitly mentioned. This SLA does not apply to any performance issues caused by factors described in the Force Majeure section of SunSed Terms of Use.