SLA and Operation Rate
If the event that monthly operational rate becomes less than 99.9%, HENNGE shall reduce its yearly Service Fee of the Individual Agreement as follows;
|Monthly Operational Rate||Reduction of Fees for the Next Contractual Term|
|99.0% - 99.9%||5% of the monthly charge calculated based on the yearly contractual amount|
|97.0% - 99.0%||10% of the monthly charge calculated based on the yearly contractual amount|
|95.0% - 97.0%||25% of the monthly charge calculated based on the yearly contractual amount|
|90.0% - 95.0%||50% of the monthly charge calculated based on the yearly contractual amount|
|Below 90.0%||100% of the monthly charge calculated based on the yearly contractual amount|
Definition of Operation Rate
・Operation rate shall mean the rate where the total operational minutes of each month less the total downtime minutes of each downtime period of the month divided by the total operational minutes of the month.
・Downtime period shall mean the timeframe when the downtime which lasts for more than 10 minutes which is detected by the HENNGE monitoring system. Downtime which is less than 10 minutes will not be counted as the downtime period.
・Downtime shall mean the total of time when the covered service is completely stopped due to any failure or problem. When the service continuity is not affected even with partial technical failure or a problem, such period shall not be considered as the downtime, while HENNGE shall work hard to resolve such failure or problems.
・In the event that the downtime takes place due to following factors or in relation with following causes, it shall not be counted as the downtime;
・Article 13 and 14 of the HENNGE One Service Agreement;
・Unavailability or delay of SMTP due to third party's flow limitation;
・Infinite loop of mails due to Customer's designated or authorized transfer settings and alike by Customer or any third party;
・Inaccessibility due to Customer's environment, such as Customer's internet network and firewall;
・Failure of the Internet which hinders access to Customer's account;
・DNS-related problems which are beyond HENNGE or telecommunication service provider's control;
・Inaccessibility to the administrator console;
・Customer's acts or omissions（or of any third party designated or authorized by Customer）
・In spite of actual availability, access is seemingly unavailable due to DNS cache issues and alike.