This Service Level Agreement applies to every DuoCircle Cloud Service governed by the DuoCircle Cloud Terms. Free trials and beta features are excluded as set out in the Cloud Terms.
Three tiers
DuoCircle offers three SLA tiers. Standard is the default for every paid plan unless the Order specifies otherwise. Premium and Enterprise are available on signed Order Forms.
| Tier | Target Availability | Who gets it |
|---|---|---|
| Standard | 99.0 percent of each calendar month | Every paid plan by default, including self-serve and click-through customers |
| Premium | 99.5 percent of each calendar month | Available on signed Order Form |
| Enterprise | 99.9 percent of each calendar month | Available on signed Order Form, typically for enterprise customers under a counter-signed Cloud Terms cover page |
Service Credits
If Monthly Uptime Percentage falls below the applicable tier’s target, Customer earns Service Credits according to the schedule below. Credits are calculated as a percentage of the affected monthly fee.
Standard Tier (99.0 percent target)
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0 percent or higher | None |
| 97.5 to 98.99 percent | 5 percent of monthly fees |
| 96.0 to 97.49 percent | 20 percent of monthly fees |
| 94.0 to 95.99 percent | 35 percent of monthly fees |
| Below 94.0 percent | 50 percent of monthly fees |
Premium Tier (99.5 percent target)
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.5 percent or higher | None |
| 98.5 to 99.49 percent | 5 percent of monthly fees |
| 97.0 to 98.49 percent | 20 percent of monthly fees |
| 95.0 to 96.99 percent | 35 percent of monthly fees |
| Below 95.0 percent | 50 percent of monthly fees |
Enterprise Tier (99.9 percent target)
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.9 percent or higher | None |
| 99.0 to 99.89 percent | 5 percent of monthly fees |
| 98.0 to 98.99 percent | 20 percent of monthly fees |
| 96.0 to 97.99 percent | 35 percent of monthly fees |
| Below 96.0 percent | 50 percent of monthly fees |
Multiple Failures
A failure to meet the applicable tier’s Target Availability for two consecutive months, or any three months in a rolling twelve, is a Multiple Failure. Customer may terminate the affected Cloud Service for cause without further obligation, in addition to claiming any earned Service Credits.
What counts as Downtime
Downtime is the period during which the Cloud Service is materially unavailable to Customer through no fault of Customer. Downtime is measured by DuoCircle’s monitoring infrastructure, supplemented where appropriate by external third-party monitoring. Downtime excludes:
- Scheduled maintenance announced at least 48 hours in advance and performed during a defined maintenance window
- Emergency security maintenance, where prior notice would create unacceptable risk
- Failures of any third-party network, DNS resolver, transit provider, mailbox provider, or cloud platform outside DuoCircle’s reasonable control
- Failures of Customer’s own equipment, network, or configuration, including DNS misconfiguration on domains controlled by Customer
- Force majeure events as defined in the Cloud Terms
- Suspension or throttling under the email abuse-prevention provisions of the Cloud Terms
Severity tiers and target response
| Severity | Definition | First response, paid Cloud Service |
|---|---|---|
| 1 | Production system down for Customer or a clear majority of Customers | Within 1 hour, 24 hours a day, 7 days a week |
| 2 | Production materially impaired but functional, no available workaround | Within 4 business hours |
| 3 | Functional issue with a workaround, or a non-production environment problem | Within 1 business day |
| 4 | Question, documentation request, or feature feedback | Within 2 business days |
Business hours mean 09:00 to 18:00 US Pacific Time, Monday through Friday, excluding US federal holidays. Severity is initially assigned by Customer and may be re-classified by DuoCircle in good faith based on actual impact.
How to claim a Service Credit
Email billing@duocircle.com within thirty days of the end of the affected month. Include the affected account, the affected service, and the dates and times of the Downtime as observed by Customer. If our monitoring confirms the claim, the credit is applied to the next invoice. Service Credits are the exclusive remedy for any Downtime under this SLA, except where the Multiple Failures threshold is met.
Status communication
Live availability and incident history are published at status.duocircle.com. Subscribe there for incident alerts. Severity-1 incidents trigger an immediate email and SMS to the technical contact on the account. Post-incident reviews are published on the status page within five business days for any incident that exceeded fifteen minutes of Downtime.
Modifications to the standard form
The Bonterms SLA governs except for the SLA Key Terms above and the severity definitions, which replace the Bonterms defaults entirely. There are no other modifications.
Earlier versions
Documents previously published as the DuoCircle Service Level Agreement and the DuoCircle Support Policy are superseded by this SLA together with the Cloud Terms.
Questions about this document?
DuoCircle LLC, 5965 Village Way, Suite 105-234, San Diego, CA 92130. Email legal@duocircle.com for legal inquiries, or support@duocircle.com for everything else.