This document covers 4 Service Level Terms – a) Availability, b) Service Credit, c) RPO & and d) RTO
The Services shall be available 99.5%, measured monthly, excluding holidays and weekends and scheduled maintenance (“Availability”). If Customer requests maintenance during these hours, any Availability calculation will exclude periods affected by such maintenance. Vieu will notify the Customer of any scheduled maintenance through the Vieu tenant admin’s email address. Any downtime resulting from reasons beyond Vieu’s control, including any Force Majeure Event, will also be excluded from Availability calculations.
Customer’s sole and exclusive remedy, and Vieu’s entire liability, in connection with the failure to meet the Availability requirements (“Downtime”) is to receive a 5% credit of the Subscription Fees for each period of 30 or more consecutive minutes of Downtime provided that (1) the Downtime lasts longer than one hour, and (2) no more than one such credit will accrue per day. Downtime shall begin to accrue as soon as the Customer recognizes that Downtime is taking place and continues until the Availability of the Services is restored. To receive credit, Customer must notify Vieu in writing within 72 hours from the time of Downtime, and failure to provide such notice will forfeit the right to receive credit. Such credit may not be redeemed for cash. The credits may not cumulatively be applied to exceed one week of Subscription Fees in any given month. Vieu will only apply a credit to the month in which the incident occurred.
Recovery point objective (RPO) is defined as the maximum amount of data – as measured by time – that can be lost after a recovery from a disaster, failure, or comparable event before data loss will exceed what is acceptable to an organization. An RPOs determines the maximum age of the data or files in backup storage needed to be able to meet the objective specified by the RPO, should a network or computer system failure occur. Vieu has a recovery point objective of 4 hours.
The recovery time objective (RTO) is the maximum acceptable time that an application, computer, network, or system can be down after an unexpected disaster, failure, or comparable event takes place. RTO captures the maximum allowable time between restoration of normal service levels and resumption of typical operations and unexpected failure or disaster. RTO defines a turning point, after which time the consequences of interruption from a disaster or failure become unacceptable. Vieu has a recovery time objective of 24 hours.