SLA and Operation Rate

Disclaimer This document is a translation of the original Japanese instructions. In case of any discrepancy or conflict between this translation and the latest Japanese version (including those due to translation delays), the Japanese version shall take precedence.

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HENNGE guarantees the availability of its services as specified below, which is the basic policy for all HENNGE One plans.

1. Guarantee of Availability

HENNGE guarantees 99.9% of service operation rate.

2. Covered Services

Services which are covered by the guarantee of availability shall be as follows in terms of each service menu.

3. Definition of Operation Rate

• Operation rate is calculated by subtracting the total of the downtime rate and the undelivered mail rate from 100%. If they are caused by the same factor, the larger of the two will be used for calculation.
  • Downtime rate is dividing the total downtime minutes of each month by the total operation 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 suspended due to any failure or problem. Under the situation where mail deliveries are delayed or access to the desired console is temporarily slow or difficult, but 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.
  • The undelivered mail rate is defined as the rate of the number of undelivered mails divided by the total number of mails sent on a monthly basis.
    • Undelivered mail is defined as mail for which HENNGE has detected a loss of customer mail data due to HENNGE's fault within the HENNGE facilities, and for which HENNGE has determined that it is technically impossible to recover the data.
    • The services for which the undelivered mail rate is calculated are HENNGE Email DLP and HENNGE Email Archive.
• Downtime rates and undeliverable email rates caused by, or related to, the following factors will not be measured in the calculation of uptime rates.;
  • Article 17, 18 and 21 of HENNGE One Terms of Service;
  • Unavailability or delay of SMTP due to third party's flow limitation;
  • Infinite loupe 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;
  • Inability of the Integration due to issues taking place at the service provider; and
  • Failure or delay in mail transmission due to erroneous detection by major DNSBL

4. Reduction of fees if the event that monthly operational rate becomes less than the guarantee of availability

If the event that monthly operational rate becomes less than 99.9%, HENNGE shall reduce its yearly Service Fee of Individual Agreement as follows;