Service Level Agreement
Cloud Service Service Level Agreement
This Service Level Agreement (“SLA”) between CCS. (“CCS”) and you (“you”) sets forth the service level terms and conditions with respect to the cloud-based automated data backup services offered by CCS, currently via www.zoolz.com (the “Cloud Backup Services”).
CCS is dedicated to making the Cloud Backup Services easy to access and to use and to providing you with the highest standards of service. This SLA formally sets forth CCS commitment to ensure 99.9% uptime of the Cloud Backup Services.
The SLA does not apply to any services that expressly exclude this SLA (as stated in the documentation for such services) or to Downtime resulting from:
Amazon Web Services outage or other causes beyond CCS reasonable control, including force majeure events; or
Your or any third party’s equipment, services, actions or lack thereof.
CCS scheduled maintenance and version upgrades.
“Downtime” means the total number of minutes in a calendar month during which the Cloud Backup Services are unavailable or inoperable.
“Monthly Uptime Percentage” means the total number of minutes in a calendar month minus Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.