Cloud Translation Service Level Agreement (SLA)

During the Term of the CloudAPI.STREAM License Agreement (Contact: +380632586517, Neminskaya Yulia Vladimirovna), the Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the "Service Level Objective" or "SLO"):

If CloudAPI.STREAM does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer's sole and exclusive remedy for any failure by CloudAPI.STREAM to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement. If the Agreement is the CloudAPI.STREAM Agreement, then all references to Customer in this SLA mean Reseller, and any Financial Credit(s) will only apply for impacted Reseller order(s) under the Agreement.

Definitions

The following definitions apply to the SLA:

• "Back-off Requirements" means, when an error occurs, the Customer is responsible for waiting for a period of time before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.
• "Covered Service" means Cloud Translation.
• "Downtime" means more than a 5% Error Rate. Downtime is measured based on server side Error Rate.
• "Downtime Period" means a period of one or more consecutive minutes of Downtime. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.
• "Error Rate" means the number of Valid Requests that result in a response with HTTP Status 500 and Code "Internal Error" divided by the total number of Valid Requests during that period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.

Customer must request financial credit

In order to receive any of the Financial Credits described above, Customer must notify CloudAPI.STREAM technical support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide CloudAPI.STREAM with identifying information (e.g. project ID) and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, CloudAPI.STREAM will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.

SLA exclusions

The SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of CloudAPI.STREAM`s reasonable control; (ii) that resulted from Customer's software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; (iv) that resulted from quotas applied by the system or listed in the Admin Console; or (v) that resulted from Customer use of the Covered Service inconsistent with the Documentation, including but not limited to invalid request fields, unauthorized users, or inaccessible data.