API Cloud

This WSO2 Cloud Service Level Agreement (SLA) is a policy governing the use of WSO2 Cloud Services in accordance with the Terms of Use.

Subscribers can raise support tickets as “Incidents” and “Queries”. An incident is an issue which affects the production workloads of the subscribers. They are responded immediately. SLA for responding to a query is one business day. But in most cases queries are responded within hours.

• Hosted Software - the Software and APIs being hosted as part of the WSO2 Cloud Service.
• Minute of Unavailability - a full minute in which all requests to the Hosted Software failed.
• Monthly Charges - monthly prorated WSO2 Cloud Service charges pursuant to the pricing plan selected when subscribing to the WSO2 Cloud Service.
• Monthly Uptime Percentage - 100% minus the percentage of minutes during the calendar month in which the Hosted Software was not available.
• Scheduled Maintenance - those times where WSO2 notifies Subscriber of periods of expected WSO2 Cloud Service disruptions at least 5 days prior to the commencement of such service disruption, subject to a maximum of 5 hours in any month of a Monthly Uptime Percentage measurement period.
• Service Credit - a dollar credit, calculated as set forth below, that WSO2 may apply to Subscriber.
• Subscriber - those individuals and entities that have signed up for WSO2 Cloud service and thus accepted the Terms of Use of WSO2 Cloud Service.
• Terms of Use - the Terms of Use agreement that you are automatically accepting when signing up for WSO2 Cloud Service.

WSO2 will use commercially reasonable efforts to keep WSO2 Cloud Service operational and available to the Subscriber with a Monthly Uptime Percentage (defined below) of at least 99.9%. In the event WSO2 does not meet the Monthly Uptime Percentage commitment, Subscriber will be eligible to receive a Service Credit as described below.

• From 99.0% to 99.9%: 10% of Monthly Charges
• From 95.0% to 99.0%: 30% of Monthly Charges
• From 90.0% up to 95.0%: 50% of Monthly Charges
• From 0% up to 90.0%: 100% of Monthly Charges

WSO2 shall apply the Service Credits against the Monthly Charges otherwise due from Subscriber. Service Credits shall not entitle you to any refund or other payment from WSO2. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, Subscriber's sole and exclusive remedy for any unavailability or non-performance of the WSO2 Cloud Service or other failure by WSO2 to provide the WSO2 Cloud Service.

WSO2 will proactively monitor and include any entitlement by Subscriber for Service Credits in each monthly statement and shall apply any approved Service Credits to the next monthly billing cycle. Subscriber may dispute the credit entitlement within 15 days of receiving the monthly statement, by submitting anonymized logs showing the time and date of additional outages. WSO2 shall apply or reject the claim within 15 days of claim receipt.

• that result from a suspension by WSO2 in accordance with the Terms of Use
• that result from access to a Service in violation of the Terms of Use and selected subscription level
• that result from quotas limiting the WSO2 Cloud Service in accordance with the Terms of Use or Subscriber’s subscription tier
• that occur during periods of Scheduled Maintenance
• that result solely from errors or excessive latency of Subscriber or third-party applications or systems not within the reasonable control of WSO2
• that result solely from Subscriber’s or third party hardware, software, or services (for example, third-party services deployed or integrated with the Hosted Software installation) not within the reasonable control of WSO2
• that are caused by factors outside of WSO2’s reasonable control, including AWS outages, or any Force Majeure Event
• that result solely from errors in Subscriber’s code and configuration deployed within WSO2 Cloud Service at Subscriber’s request
• that result from Subscriber’s use of the WSO2 Cloud Service after WSO2 advised Subscriber to modify its use of that service without adversely affecting Subscriber or any end user, if Subscriber did not modify its use as advised
• during previews such as technical previews or betas, not in commercial operation, as reasonably determined by WSO2
• that are solely attributable to the acts or omissions of Subscriber or Subscriber’s employees, agents, contractors, or vendors, or anyone gaining access to WSO2 Cloud Service by means of Subscriber’s passwords or equipment, in breach of the Terms of Use.

WSO2 shall apply the Service Credits against the Monthly Charges otherwise due from Subscriber. Service Credits shall not entitle you to any refund or other payment from WSO2. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, Subscriber's sole and exclusive remedy for any unavailability or non-performance of the WSO2 Cloud Service or other failure by WSO2 to provide the WSO2 Cloud Service.

WSO2 may make changes to this SLA from time to time. WSO2 will make a new copy of the SLA available. Upon posting, these changes will become effective for new accounts. For pre-existing accounts, the changes will become effective upon written agreement by the Subscriber, or automatically 30 days after posting, or upon the first anniversary of Subscriber’s account creation, whichever is later.