SLA
Xano Obligation
1. AVAILABILITY
1.1 Service Availability
“Service” shall mean the on-line “Software as a Service” business application known as Xano or similar or successor product, which Xano licenses to Customers.
Xano will make the Services available 99.99% of the time, excluding any Excused Downtime. In a given calendar month, we calculate “Service Availability” as follows:
Service Availability =
(total minutes Services are available) x 100 ---------------------------------------------
(total minutes in the month) – (Excused Downtime)
1.2 Excused Downtime
“Excused Downtime” means the length of time the Services are unavailable due to:
A. Scheduled Maintenance; B. Emergency Maintenance; C. Beta Services D. Force Majeure events; and E. the actions or omissions of you, your Authorized Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the Agreement or Acceptable Use Policy, or any use or configuration of the Services that exceeds Xano’s recommendations or advertised limits.
“Scheduled Maintenance” includes any maintenance performed during the following windows or for which we provide reasonable notice or coordination with you in advance of the maintenance.
Data Center location:
Maintenance window:
Americas
10p - 4a Pacific Time
“Emergency Maintenance” means any maintenance performed outside the Scheduled Maintenance windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.
"Beta Services" refers to features or functionality that have limited availability and may still be in testing or development.
"Force Majeure events" includes any downtime due to major unforeseen and catastrophic events that are outside Xano's, or related parties, control such as natural disasters, wars, strikes, riots, pandemics, government actions, or any other events beyond human control.
1.3 SLA Credits
You are entitled to a credit of 5% of the applicable monthly fees for each full hour of downtime in excess of the Service Availability targets. (For example, you will receive a 5% credit for between 1 and 60 minutes of downtime in excess of the Service Availability targets, a 10% credit for between 61 and 120 minutes, etc.) In order to receive a credit, you must contact Support within 30 days of the event giving rise to the credit. Credits are based on our monitoring, shall not exceed 100% of the applicable monthly fees, may not be carried over or aggregated, are forfeited at the expiration or termination of the Agreement, and will not be paid or provided as a refund.
2. SUPPORT
2.1 Support consists of
A. Advice regarding the setup and configuration of Xano when used by you. B. Facilities for bug tracking, escalation of problems for priority attention, and access to community-supported FAQs and Forums relating to Xano. C. Assistance with troubleshooting to diagnose and fix errors in Xano. D. Access to Xano documentation relating to Xano, including authorization to make copies of that documentation for internal use as specified in the Agreement.
2.2 Exclusion from Support
A. Assistance in the development or debugging of your system or tools outside of Xano, including other services and support tools. B. Information and assistance on technical issues related to the installation, administration, and use of enabling external technologies such as external databases, APIs, or servers. C. Assistance with the installation and configuration of hardware including, but not limited to computers, hard disks, networks, and printers.
D. If you need custom terms to this SLA please email support@xano.com with your request(s).
2.3 Subcontractors
Xano or its authorized resellers reserve the right to subcontract any or all of the work to be performed under these Support Terms, and Xano retains responsibility for any work so subcontracted.
2.4 Your Responsibilities
Your responsibilities as a Xano subscriber include:
You shall use the Platform as intended under the Agreement;
Notify Xano of issues or problems in a timely manner and as thoroughly as possible;
Cooperate with Xano in its efforts to escalate, diagnose, and resolve issues by providing timely and accurate responses to requests for information
2.5 Response Times
Xano or its authorized reseller shall exercise commercially reasonable efforts to meet the response times specified below for free basic support (unless you have upgraded to a premium support level through a separate agreement), following receipt of a Support issue properly submitted by you:
Email/Intercom Submission
24 x 7 x 365
Email/Intercom Response Time*
48-72 hr (business days)
*From initial contact
3. PAID SUPPORT PACKAGES
Additional support options can be configured through a custom support package agreement.
Including but not limited to, the following parameters may be configured:
Incident submission procedure
Incident response time from initial contact
Incident evaluation procedure
Incident escalation procedures
A custom quote can be provided by contacting support@xano.com
Below are the upgraded premium support level agreement times following receipt of a Support issue properly submitted by you:
Bronze Package
24x7x365
Business Day: 8 hr After Hours: NA Weekends: NA Holidays: NA
Silver Package
24x7x365
Business Day: 8 hr After Hours: NA Weekends: 24 hr Holidays: NA
Gold Package
24x7x365
Business Day: 8 hr After Hours: 12 hr Weekends: 24 hr Holidays: 24 hr
* From initial contact. Response time ≠resolution time. Business days are defined as Monday-Friday as long as they don't fall on a USA holiday. Any day that falls on a holiday would have a different response time associated with it based on the support plan. Business hours are defined as 9 AM to 5 PM PT on any Business day.
If a ticket submission happens during a business day at a time where there are not enough business hours available within the window, then the response time would by paused and resumed at the start of the following business day. After-hours are defined as any hour on a business day that isn't classified as a business hour.
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