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Accounting & CPA
Uptime Service Level Agreement (SLA)
V20250527
Availability/Downtime Service Level
(a) Availability. Following Customer’s first successful log in to the Production environment and for the remainder of the Subscription Period, the Production Environment will be Available 99.5% or 99.7% of the time in any calendar month ("Availability Service Level") as described in the applicable chart below. "Available" or "Availability" means the ability of Customer's Cloud Services to accept user names and passwords and for an authenticated user to perform functions using the Services;
(b) Downtime. "Downtime" is the total minutes in the month that the Deltek Cloud Services’ Production environment is not available. Downtime excludes time that the Production environment is unavailable due to any of the following: (i) planned maintenance scheduled in advance; (ii) urgent maintenance for security vulnerabilities for which Deltek has provided prior notice; (iii) urgent maintenance for non-security-related issues provided that the timing of the maintenance is agreed by Customer; (iv) failure of Customer-supplied content, software or equipment (including supplied by Customer subcontractors or third party suppliers), (v) failure or material degradation of networks not under Deltek’s direct control, including the Internet.
(c) Calculation. Availability for a month will be calculated as follows based on each Deltek Cloud Service to which Customer has subscribed:
A=((B-D)x100)/B where:
- A=Availability
- B=Total Minutes in the Month
- D= Downtime
(d) Credit Request. To request a credit for failure to meet the Availability Standard, Customer must (i) submit a case to Deltek Customer Care within five days of the end of the calendar month in which Customer believes its Services did not meet the Availability Standard, and (ii) provide additional information reasonably requested by Deltek. Deltek will investigate the Availability for that month using its records, and if the Availability Standard was not met, Deltek will issue a credit to Customer's account for the applicable percentage shown in the table below. The credits described in this Section are Customer's sole remedy for failure of the Services to meet the Availability Standard.
| Professional/Premier Customer Success Plan SLA | |
|---|---|
| Production Availability at 99.5% | Credit (Percentage of Product’s Monthly Subscription Fee) |
| Greater than or equal to 99.5% | 0% |
| Equal to or greater than 98% up to 99.5% | 10% |
| Equal to or greater than 97% but less than 98% | 20% |
| Equal to or greater than 96% but less than 97% | 30% |
| Equal to or greater than 95% but less than 96% | 40% |
| Equal to or greater than 0% but less than 95% | 50% |
| Signature Customer Success Plan SLA | |
|---|---|
| Production Availability at 99.7% | Credit (Percentage of Product’s Monthly Subscription Fee) |
| Greater than or equal to 99.7% | 0% |
| Equal to or greater than 98% up to 99.7% | 10% |
| Equal to or greater than 97% but less than 98% | 20% |
| Equal to or greater than 96% but less than 97% | 30% |
| Equal to or greater than 95% but less than 96% | 40% |
| Equal to or greater than 0% but less than 95% | 50% |
(e) Exclusions. Non-production environments and services are excluded from this and all other service level commitments. These include but are not limited to: Pre-release, Beta, Early Adopter, Development, Testing, and Sandbox.
