Service-Level Agreement

Last updated July 13, 2022

Service Commitment

Entrilia will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage (as defined below) of at least 99.5% during any month of the year (the “Service Commitment”). In the event Entrilia does not meet the Monthly Uptime Percentage commitment, the Customer will be eligible to receive a Service Credit as described below. For purposes of this Service Level Agreement (the “SLA”), “Monthly Uptime Percentage” for the Services is calculated by subtracting from 100% the percentage of one-minute periods during the month in which the service instance was unavailable for Customer use, based on the total time in the month.
In the event that Entrilia needs to conduct Scheduled Maintenance, Entrilia will (a) give Customer at least 72 hours of notice via email of any scheduled downtime for the Services, and (b) make commercially reasonable efforts to minimize the downtime. For purposes of this SLA, Scheduled Maintenance means the period during which Entrilia is performing maintenance on the EntriliaServices, for which the Customer has been previously alerted as specified in the sentence above. Scheduled Maintenance is not considered Service unavailability for purposes of the SLA.

Service Credits

Service Credits are calculated as a percentage of the value of the Service for the month, based on Costumer’s then current equivalent monthly price, in which the Services did not meet the Monthly Uptime Percentage commitment.

Monthly Uptime Percentage

Service Credit Percentage (per Month)

Less than 99.5% but equal to or  greater than 99.0%
Less than 99.0%
To receive a Service Credit, theCustomer must submit a claim by sending an email to (the “CreditRequest”). To be eligible, the Credit Request must be received by Entriliawithin 30 days of the occurrence of the incident and must include:
The words “Credit Request” in the subject line
The dates and times of each unavailability incident claimed in the Credit Request
Customer’s request logs or screen shots that document the errors and corroborate the claimed outage (any confidential or sensitive information in these logs should be redacted)
A Service Credit will be applicable and issued only if the credit amount is greater than one dollar ($1 USD). Service Credits shall not entitle the Customer to any refund or other payment from Entrilia. Customer shall be eligible for a Service Credit only if Customer’s Entrilia account is in good standing (e.g., there are no past-due unpaid invoices) during a Service unavailability event. Unless otherwise provided in the Agreement, the Customer’s sole and exclusive remedy,and Entrilia’s sole liability, for any unavailability or non-performance of the Services or other failure by Entrilia to provide the Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

SLA Exclusions

The Service Commitment does notapply to any unavailability, suspension or termination of the Services, or anyother performance or availability issues with the Services:
That results from a suspension described in Section 5 of the Agreement;
That is caused by factors outside of Entrilia’s reasonable control, including any force majeure event;
That results from the Customer not following the guidelines described in the Documentation;
That results from the Customer’s equipment, software or other technology and/or third-party equipment, software or other technology (other than third-party equipment within Entrilia’s direct control); or
That results from any Scheduled Maintenance as provided above;
That are caused by the Third-Party Service providers;
That result from Entrilia’s suspension and termination of the Customer’s right to use the Services in accordance with the Agreement (collectively, the “SLA Exclusions”)