Asgardeo Service Uptime Policy

This document sets forth the policies governing the service uptimes of the Asgardeo platform in accordance with a Subscription, and with the terms set forth in the WSO2 SaaS Support Policy. Capitalized terms used herein shall have the same meanings given to them in the WSO2 SaaS Support Policy.

1. Definitions

1. "Available" means that the principal services are available to respond to subscriber API calls in a successful manner for a given full minute; "Availability" has the corresponding meaning.
2. "Core Authentication Service" refers to the service that provides end user identity authentication with end user’s username & password. Username & password are verified with the internal user store of the Asgardeo platform.
3. "Downtime" means any period of time in which the principal services are not available. This excludes the time that is defined in the "service credit exclusion" section in this document.
4. "Monthly charges" are the monthly prorated service charges pursuant to the pricing plan selected when subscribing to the service.
5. "Monthly uptime percentage" is 100% minus the percentage of minutes during the calendar month in which the service was not available.
6. "Principal Services" means the core authentication service of the Asgardeo platform.
7. "Subscriber API call" means an API request by the Subscriber or Subscriber’s end users to a principal service in a Subscriber’s Organization.

2. Uptime SLA

1. The Asgardeo platform will maintain the monthly uptime percentage of at least 99.99%.
2. Monthly uptime percentage is determined by the following formula:

3. Service Credits

1. If the monthly uptime percentage drops below 99.99%, for customers with a paid Subscription, WSO2 shall apply a dollar credit (a “service credit”) against the monthly charges otherwise due in the following amount:
   
   1. From 99.9% to 99.98%: 5% of monthly charges
   2. From 99.0% to 99.8%: 10% of monthly charges
   3. From 95.0% to 98.9%: 30% of monthly charges
   4. >95%: 50% of monthly charges
2. Service credits are your sole remedy for unavailability of the services.
3. Service credits apply only to production Organizations of the Asgardeo Platform, and do not apply to any non-production Organizations or environments.
4. WSO2 will list any accrued service credits in each monthly statement and shall apply any approved service credits to the next monthly billing cycle. You 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 approve or reject the claim within 15 days of claim receipt.

4. SLA Exclusions

WSO2 will not be be liable for any unavailability of the service resulting from:

1. suspension of access to the service.
2. planned maintenance, and emergency maintenance performed to prevent or mitigate platform-wide disruptions.
3. your, or a third party’s, hardware, software, or services not within Asgardeo’s control.
4. factors outside of or beyond WSO2’s reasonable control, such as hosting company outages e.g: unavailability of Microsoft Azure.
5. a force majeure event.
6. errors in your code or configuration deployed within the service at your request.
7. your use of the service after Asgardeo advises you to modify your use of that service in a manner that would not adversely affect your usage, if you did not modify your use as advised.
8. technical previews or betas, not in commercial operation, as reasonably determined by Asgardeo.
9. acts or omissions solely attributable to you or your agents, contractors, or vendors, or anyone gaining access to the services by means of your username and password, or equipment.

5. Contact

For further questions, please contact [email protected].