Service Level Agreement (SLA)

Summary

observads database is on Google Firebase and data is served through Google Data Studio.

Observads subscription is continuous although there’s an a connection error with database. However, these durations are counted as “Downtime” and “Downtime Credits” will be charged back to the account by observads if it is within the limitation.

If service is not up and we can’t reflect the data on the report more than 50% of the time, subscription will be automatically cancelled and user will have the right of asking for money back for the current subscription cycle.

Follow best practices as described in the docs, and don’t Denial-of-Service yourself.

Last updated on date Decembe 20, 2017.

The Fine Print

This observads Service Level Agreement ("SLA") between Condicon B.V. ("observads", "us" or "we") and users of the observads Services ("you") governs the use of the observads Services under the provisions of the observads User Agreement and Terms of Service (the "Terms").

This SLA applies separately to each of your campaigns, as defined How to and FAQ pages.

Unless otherwise provided herein, this SLA is subject to the provisions of the Terms. Capitalized words and phrases have the meaning specified in the Terms. We reserve the right to change the terms of this SLA in accordance with the Terms.

Service Commitment

observads is using Google Firebase, Google Data Studio and Stripe to host and provide its services. We will use commercially reasonable efforts to make the observads Services available at least 90% during any monthly billing cycle (the "Service Commitment"). Subject to the observads SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit.

A Monthly Uptime Percentage of 90% means that you can only lose data of 288 Google Search Page results per tracked query for monthly 2.880 Google Search Page Results.

observads will not charge if the service is not up.

Definitions

"observads Services" mean the given report and raw data by observads.

"Maintenance" means scheduled Unavailability of the Containerized Services, as announced by us prior to the Containerized Services becoming Unavailable.

"Uptime" is by total monthly search page results data your report is based on which is by default 2.880 and uptime percentage is the percentage of given data to the whole number.

"Unavailable" and "Unavailability" mean: For observads, when your observads dashboard has no connectivity, as confirmed by our monitoring.

Service Commitments and Downtime Credits

Downtime Credits are calculated with unavailability of the service and if the uptime is less than 90%, downtime credits will be calculated according to the percentage of the month and will be added into the next subscription cycle.

Sole Remedy

Unless otherwise provided in the Terms, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the observads Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

Credit Request and Payment Procedures

You can send a mail if you have data loss doubts at [email protected] or you can create a ticket on observads Freshdesk account. To be eligible, the credit request can be sent at anytime your observads campaign is active with the following information: the words "observads SLA Credit Request" in the subject line; the dates and times of each Unavailability incident that you are claiming; the account login mail and campaign name and keyword that you are tracking.

If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Downtime Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Downtime Credit.

SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of the observads Services, or any other observads Service performance issues that are described in User Agreement and Terms of Services documents: http://observads.com/tos.html

Update History

July 1, 2017: First version

Dec 20, 2017: Second version