Choreo Service Uptime Policy

This document sets forth the policies governing the service uptimes of the Choreo 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 run workloads in a successful manner for a given full minute; "Availability" has the corresponding meaning.
2. "Component Runtime" refers to the service that executes the components either via external invocations or via schedulers.
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 component runtime of the Choreo 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 Choreo platform will maintain the monthly average availability of at least 99.9%.
2. Monthly uptime percentage is determined by the following formula:

3. Service Credits

1. If the monthly uptime percentage drops below 99.9%, 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 99.0% to 99.9%: 10% of monthly charges
   2. From 95.0% to 98.9%: 30% of monthly charges
   3. From 90.0% to 94.9%: 50% of monthly charges
   4. From 0% to 89.9%: 100% of monthly charges
2. Service credits are your sole remedy for unavailability of the services.
3. WSO2 will list any accrued service credits in each monthly or annual statement depending on the subscription period and shall apply any approved service credits to the next monthly or annual billing cycle. You may dispute the credit entitlement within 15 days of receiving the 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 WSO2’s control.
4. factors outside of or beyond WSO2’s reasonable control, such as hosting company outages.
5. a force majeure event.
6. errors in your code or configuration deployed within the service at your request.
7. your non modification of Choreo components after WSO2 advises you to modify those components in a manner that would not adversely affect your use of technical previews or beta versions of the service, not in commercial operation, [as reasonably determined by WSO2].
8. acts or omissions solely attributable to subscriber or subscriber’s agents, contractors, or vendors, or anyone gaining access to the services by means of subscriber’s username and password, or equipment.
9. technical previews or betas, not in commercial operation, as reasonably determined by WSO2.

5. Contact

For further questions, please contact [email protected].