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SLA and Operation Rate

SLA and Operation Rate

HENNGE guarantees the following operation rate to HENNGE One services. This is the basic policy for all provided plan of HENNGE One.
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

  • The operation rate is calculated by subtracting the sum of the downtime rate and the undelivered mail rate from 100%. The larger of the two will be used for calculations for cases caused by the same cause.
  • The downtime rate is the total number of minutes of downtime for each month divided by the total number of minutes of downtime for each month.
  • A downtime period is defined as a period of 10 minutes or more of downtime observed by monitoring systems of HENNGE; intermittent downtime of less than 10 minutes is not measured as a downtime period.
  • Downtime is defined as the total time that a service is completely down due to an outage or problem, and is not measured as downtime when the basic service can continue to be used despite some outages or problems, such as mail delivery delays within HENNGE or temporary screen inaccessibility. However, even in such cases, the downtime will not be measured as "downtime". However, even in such cases, we will work to resolve the problem as soon as possible.
  • The undeliverable rate is defined as the ratio of the number of undelivered e-mails divided by the total number of monthly e-mails.
  • Undeliverable Mail is defined as mail for which HENNGE has detected missing customer mail data within facilities of HENNGE due to technical failure or a problem caused by HENNGE, and for which HENNGE has determined that it is technically impossible to recover the data.
  • The services that are subject to the calculation of the email undeliverability rate are HENNGE Email DLP and HENNGE Email Archive.
  • Downtime and undeliverable email rates will not be measured as part of the availability calculation if they are caused by or related to any of the factors listed below.
  • 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.

    1. Article 14 and 15 of the HENNGE One Terms of Service;

    2. SMTP unavailability or delay due to third-party flow restrictions;

    3. Infinite mail loops caused by the customer's or a third party's forwarding settings specified or authorized by the customer;

    4. Inaccessibility due to the customer's Internet connection, firewalls, or other problems with the customer's environment;

    5. Internet outages that prevent access to the customer's account;

    6. DNS-related problems that are beyond the direct control of HENNGE or the telecommunications carrier;

    7. Inaccessibility of the administrator's screen;

    8. Acts or omissions of the customer (or acts or omissions of third parties designated or authorized by the customer);

    9. Access to the site is available, but appears to be inaccessible due to DNS caching, etc;

    10. Inaccessibility during single sign-on caused by the service provider;

    11. Missed or delayed mail delivery due to false positives detected by a major DNSBL.

HENNGE One Terms of Service