This NS8 Service Level Agreement (SLA) applies to Customers that have contracted for risk scoring and data analysis services from NS8.
For the purposes of this SLA, the following terms will be used:
Services: The current User Interface (UI) and Application Programming Interface (API) that are responsible for delivering NS8’s risk scoring mechanisms, Customer-accessible data, and manipulation software.
Service Availability: The percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the Customer is able to log in to and use NS8 Services.
II. Service Level
NS8 will maintain 99.99% Service Availability based on twenty-four (24) hours per day, seven (7) days per week.
A Service Outage (Outage) begins when NS8 is notified or becomes aware (whichever occurs first) that the Services are not available and ends upon restoration of the affected Services. The total Outage time is calculated by taking the difference between the start time and end time of the Outage.
An Outage shall mean that the Services were not available because:
- Services were unable to achieve 99.99% uptime.
- The current UI and API that are responsible for delivering NS8’s fraud scoring mechanisms, Customer-accessible data, or manipulation software are unavailable, thereby preventing the Customer (or the Customer's applications) from being able to reasonably access the data or software functionality as committed to in the published functional specifications for such Services.
NS8, in its sole discretion, shall determine whether an event will be considered an Outage based on its records and data.
III. Credit Request
When the Customer becomes aware of an Outage, the Customer shall contact NS8 Support at email@example.com within five (5) business days. Using commercial best efforts and our ability to address an issue, we will respond by assigning necessary personnel to resolve any ongoing Outage.
In the event of an Outage, NS8, in its sole discretion, may elect to issue a credit to the Customer, with the credit being added to the next monthly billing cycle.
In order to qualify for any credit, the Customer must have a current and valid subscription for Services and must have an account in good standing with NS8. NS8 will not provide any credits to Customers that have purchased or acquired Services through a reseller, distributor, or indirectly through any other company. Credits will not apply to any NS8 custom services, or to charges for services other than the monthly fee for the Services for which this commitment was not met. The Customer's account shall not be credited more than once per month under this SLA. This is the sole and exclusive remedy if NS8 does not meet the commitments set forth in this SLA.
The Services set forth herein shall not include, and NS8 shall not be responsible or liable to correct, an error caused by: (i) Customer’s failure to use the Services or any part thereof in accordance with instructions included in the documentation provided with the UI; (ii) negligence, misuse, abuse or mishandling of the Services by Customer or any third party; (iii) inappropriate environmental conditions (such as network problems, power and air-conditioning failures) or failure of Customer to maintain the configuration environment set out in the Services’ specifications or any technical issue unrelated to the software; (iv) scheduled maintenance and emergency maintenance and upgrades; (v) failure of devices not provided by NS8; (vi) actual or attempted modification, alteration, or addition to the software other than by NS8; or (vii) any issue in the integration or communication of Customer properties with the Services.
V. Force Majeure
NS8 shall not be liable for any failure to perform its obligations hereunder when such failure is due to events beyond its reasonable control, such as, without limitation, flood, earthquake, fire, acts of God, military insurrection, civil riot, or labor strike.
This SLA is subject to change at any time without prior notice. For more information about this policy, please contact us.