Hangeh Service Level Agreement (SLA)
Last updated: 16 February, 2022
This Service Level Agreement (“SLA”) between Hangeh Labs, Inc. (“Hangeh”, “us” or “we”) and Customers of the Services (“you”) governs the provision and the use of the Services.
In the event of any conflict or inconsistency between this SLA and the Terms and Conditions, this SLA prevails. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
“Infrastructure Interruptions” means interruptions due to Hangeh platform partners, including Google Cloud, Twilio, Stripe, and other Services.
“Hangeh Platform“ means Hangeh’s proprietary software, content, text, images, media, and other materials delivered through our web platform www.hangeh.com (including successor domain names and sites) and mobile applications.
“Service Availability” means the uptime of the Hangeh Platform, and is measured by subtracting the total minutes of Service Interruption in a given month from the total minutes in such month, divided by the total minutes in such month and then multiplied by 100.
“Service Interruption” means, except for scheduled system maintenance, the period of time that the Hangeh Platform is either (a) not available for Customer log-in or (b) substantially not functioning. Infrastructure Interruptions and other circumstances beyond our control will not constitute Service Interruptions.
“Standard Support” means the support provided by Hangeh help desk technicians in response to a ticket submitted by Customer through http://hangeh.com/help.
The Hangeh Platform will have a Service Availability of at least 99.9% of the time in any calendar month (the “Service Availability SLA”). Where reasonably possible, Hangeh will provide at least 24 hours' advance notice to Customer of scheduled maintenance in excess of 30 minutes. If Hangeh does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by Hangeh to meet the Service Availability SLA.
"Service Credits" means days of Enterprise Services added to the end of the Term at no charge to Customer.
| Monthly Uptime in percentage | Monthly Credits in days |
|---|---|
| < 99.9% - >= 99.0% | 7 |
| < 99.0% - >= 95.0% | 15 |
| < 95.0% | 30 |
For example, if the monthly uptime is between < 99.9% - >= 99.0%, Customer will be credited with platform cost covering up to 7 days.