Service Commitment
Codefresh Cloud Service SLA
This Service Level Agreement (“SLA”) sets forth the terms and conditions under which Codefresh will provide service levels to Licensee and Users pursuant to the applicable Terms of Service in effect between Codefresh and Licensee and/or Users (the “Terms”).
SLA Response Times1. DEFINITIONS. The following definitions will apply to this SLA. All capitalized terms not defined in this SLA will have the meaning given them in the Terms.
1.1. “Downtime” means any time that Codefresh-hosted portions of the Services are not available for access by Users.
1.2. “Excused Downtime” means any Downtime that is caused by (i) Maintenance, (ii) Licensee’s or Users’ telecommunications, internet, and network services, (iii) software, hardware, and services not controlled by Codefresh (including but not limited to third-party services used to provide the Services and software or sites that are accessed or linked through the Services), or (iv) any Force Majeure events or other matter beyond Codefresh’s reasonable control.
1.3. “Maintenance” means maintenance to the Codefresh Services: (i) that occurs during the time period that Codefresh or its third-party service providers reserve for scheduled maintenance, which will be non-business hours (i.e. not during 9:00 a.m. to 6:00 p.m. Pacific Time, Monday through Friday, excluding those weekdays on which any federal holidays occurs in the United States) and will not exceed four (4) hours per month; and (ii) any additional maintenance for which Codefresh provides Client with at least two (2) days advance notice.
1.4. “Uptime” means any time that is not Downtime.
2. SERVICE AVAILABILITY.
2.1. Target Uptime Percentage. Codefresh will use commercially reasonable efforts to provide at least 99.5% Uptime in any calendar month (the “Target Uptime Percentage”).
2.2. Achieved Uptime Percentage. Actual Uptime percentage for each calendar month will be the quotient, expressed as (i) the total minutes potentially available for Uptime for that month minus total minutes of Downtime (other than Excused Downtime), divided by (ii) the total minutes potentially available for Uptime for that month minus any minutes of Excused Downtime (the “Achieved Uptime Percentage”).
2.2. Right to Cancel.
(i) In the event that the Achieved Uptime Percentage is less than the Target Uptime Percentage in three consecutive calendar months (a “Triggering Event”), Client shall have the right to cancel the agreement (the “Cancellation Right”) by providing Codefresh written notice of such cancellation (a “Cancellation Notice”) within 14 days after the last day of the calendar month in which the Triggering Event arose (the “Triggering Month”). If Client does not provide a Cancellation Notice within 14 days after the last day of the Triggering Month, the Cancellation Right arising with respect to the Triggering Event shall expire.
(ii) Exercise of a Cancellation Right pursuant to this SLA will be Client’s sole and exclusive remedy, and the entire liability of Codefresh, for any failure to achieve the Target Uptime Percentage or any breach of this SLA.
3. ERROR PRIORITIES AND RESPONSE TIMES.
Issues with the Codefresh Platform are classified based on severity of the issues and the required resources needed to resolve them. Codefresh will designate the severity and impact of the reported issue as defined below and will use commercially reasonable efforts to respond and commence working on the applicable issue in accordance with the time periods below.
3.1. SLA Response Times.| Priority | Silver* | Gold* | Platinum** |
|---|---|---|---|
| Urgent | 4 Hours | 2 Hours | 1 Hour |
| High | 6 Business Hours | 4 Business Hours | 2 Hours |
| Normal | 1 Business Day | 6 Business Hours | 3 Business Hours |
| Low | 1 Business Week | 2 Business Days | 8 Business Hours |
*Silver and Gold: 9AM - 5PM PST support. Production down events will be handled with utmost urgency.
**Platinum: 24/7 support. Customers with Platinum SLA can open urgent tickets in our Off-hours.
3.2. Priority Definitions.
| Priority Level | Description |
|---|---|
| Urgent | Previously-working production services or functionality of the services are not available and there is no acceptable work around provided. |
| High | Disabled functionality, errors that result in a lack of significant functionality in the Services which prevent the user from accomplishing their testing with no acceptable work around provided. |
| Normal | Errors that cause previously-working non-critical features to malfunction. |
| Low | General questions, How-To’s, best practices questions, and feature requests. |
3.3. Support Channels.
| Channel | Free | Silver | Gold | Platinum |
|---|---|---|---|---|
| Support Portal | X | X | X | X |
| SLA | X | X | X | |
| Phone* | X | X | ||
| Slack** | X |
*Phone: An initial reply by our answering service who will open a support ticket immediately which will be prioritized accordingly. This does include the ‘Live support’/co-piloting/on boarding features offered by our Professional Services.
**Slack: Not intended to be used for critical issues.
4. VERSION HISTORY.
| Version Number | Nature of Change | Date Approved |
|---|---|---|
| 2.0 | General updates | April 20, 2022 |
| 1.1 | Added support information | April 7, 2021 |
| 1.0 | Initial version | January 17, 2021 |