WSO2 Private Cloud – Service Uptime Policy

This document sets forth the policies governing the service uptimes of the WSO2 API 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. "API 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 API runtime of the WSO2 API 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.
8. "Recovery Point Objective (RPO)" means the maximum targeted period of time in which data might be lost from the service due to a disaster, measured from the time of the last recoverable copy of the data to the time of the disaster.
9. "Recovery Time Objective (RTO)" means the maximum targeted period of time within which the principal services are to be restored after a disaster.

2. Uptime SLA

1. The WSO2 API Platform will maintain the monthly average availability of at least 99.95%.
2. Monthly uptime percentage is determined by the following formula:

3. Service Credits

1. If the monthly uptime percentage drops below 99.95%, 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 99.94%: 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. From 90.0% to 94.9%: 50% of monthly charges
   5. 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. Disaster Recovery

WSO2 is responsible for disaster recovery (DR) of the platform in case of a disaster. The default Recovery Point Objective (RPO) is 24 hours, and the Recovery Time Objective (RTO) is 12 hours. Enhanced RPO and RTO can be offered to the Subscriber at an additional charge, see Section 6 under Add-Ons for more information.

5. 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 WSO2 API Platform 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. technical previews or betas, not in commercial operation, as reasonably determined by WSO2.
9. 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.
10. That arises due to non adherence to the RACI matrix if included in an Order or agreed in writing with the Subscriber.

6. Add-Ons

The following add-ons are available to enhance the deployment capabilities of the WSO2 Private Cloud offering. These are offered at additional cost over the standard offering.

Add-on	Description
Additional Non-Production Environments	Applies when more than one non-production environment is required. Private cloud in standard form only comes with 1 pre-production environment.
Regional Gateways	Deploys gateways in additional regions to meet performance and compliance requirements.
Micro Integrator	Enables WSO2 Micro Integrator (MI) functionalities within the deployment.
Scaling	Adds up to 500 TPS capacity for API Manager and Integrator.
SOC 2 Compliance	Extends the deployment to meet SOC 2 Type 2 compliance requirements.
Security Operations Center (SOC)	Provides dedicated security monitoring and operations coverage.
VPN	Establishes connectivity to backends in a local data center or to an on-premises Active Directory.

The following Disaster Recovery Options are available.

Tier	Standby State	RPO	RTO
Hot	Fully operational parallel environment	4 hrs	30 min
Warm	Parallel environment in stopped state	12 hrs	4 hrs
Cold	Data replication only. Environment to be brought up from scratch.	1 day	1 day

7. Contact

For further questions, please contact [email protected].