Service Level Agreement

99.99% Availability

Definitions

“We”, “Us” or “Our” - Devtica s.r.o.
"Website" or "API" - online service available at www.opticutter.com and maintained by us.
"Customer", “You” or “Your” - the company or other legal entity represented by the person registered on our website and using our services.
"Monitoring service" - 3-rd party, independent, website monitoring service (UptimeRobot), which monitors our website and our API and provides website uptime information using publicly available page.
"Downtime" - the time in which mentioned site or our API is not capable of being accessed or used by customer.
"Monthly Uptime Percentage", "MUP" - the total number of minutes in a calendar month minus the number of minutes of Downtime in a calendar month, divided by the total number of minutes in a calendar month, multiplied by 100.

Downtime Compensation

We, will do our best to provide you 99.99% availability of our website. If the MUP during one calendar month is less than 99.99% you are allowed to claim a compensation in form of the discount based on this definition:

• if MUP is less than 99.99% but >= 99.9% you are entitled to claim 20% of your monthly service charges
• if MUP is less than 99.9% but >= 99% you are entitled to claim 50% of your monthly service charges
• if MUP is less than 99% you are entitled to claim 100% of your monthly service charges

Claim Procedure

You may request the compensation by contacting us by email at: within 30 days when downtime was detected. Email subject must contain words: "SLA Claim" and email message must contain the dates and times of each unavailability incident that you are claiming. If the claim is approved, the discount will be applied in the following billing period.

Exclusions

Service unavailability caused by planned maintenance of our website - customer is notified in advance by email.
Service unavailability due to events beyond our direct control.

Last update: June 29, 2023