Agility Blue Service Level Agreement
Agility Blue provides a 99.9% “Uptime” commitment for customers on our Pro and Enterprise Plans. Uptime is the percentage of time that Agility Blue is actually available relative to the total possible minutes in a calendar quarter. Uptime is calculated as follows:
Uptime = [(total minutes - Downtime)/total minutes] x 100%
“Downtime” is the time that Agility Blue is unavailable during a calendar quarter. Agility Blue calculates unavailability using server monitoring software. Downtime excludes the following:
Scheduled Downtime: We need to perform periodic maintenance to Agility Blue to keep it functioning optimally. You will be notified of scheduled maintenance 48 hours in advance. Scheduled maintenance will not exceed 10 hours per year.
Slowness or other performance issues with individual features.
Issues related to third party apps accessed through Agility Blue’s API
Any products or features identified as in preview status.
External network issues outside of Agility Blue’s reasonable control, such as routing errors between your internet service provider and our server.
If we fall short of our 99.9% Uptime commitment and your organization is affected, a “Service Credit” will be applied to your account for future use. The credit will be equal to 10 times the amount of time Agility Blue was unavailable. For example, if you are affected by 1 day of downtime, your subscription will be extended by an additional 10 days at no charge.
Service Credits are not refunds and cannot be exchanged into a cash amount. There is a limit of 30 days of service credits per year. Service Credits are the sole and exclusive remedy for any failure by Agility Blue to meet its obligations under this Service Level Agreement. We may change our Service Level Agreement at any time.