---
title: Service Level Agreement
slug: iris-plus/service-level-agreement
docTags: 
createdAt: 2023-04-24T13:37:32.000Z
---

# Definitions

1. The following capitalized terms shall, for the purposes of this Service Level Agreement, have the
   meaning attributed to them below.
   1. “Monthly Uptime Percentage” means uptime calculated by subtracting from 100 percent the percentage of minutes during a calendar month in which the Irisity Service was unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion (defined below).
   2. “Service Level Commitment” shall have the meaning set forth in Section 2.1.
   3. A “Service Credit” is a USD/EUR/GBP credit as relevant, calculated as set forth below, that Irisity may credit back to Customer
   4. “Mission Critical Availability” means availability of mission critical components of the Irisity
      Service, intended to allow detection and alert for cameras already connected to the Service and previously enabled with detection rules.
   5. “Non Mission Critical Availability” means availability of non-mission critical components of the Irisity Service, that the result of its inavailability doesn’t impact Mission Critical Availability (i.e. user login to the service, reports generation etc.)

# General

1. Irisity will use commercially reasonable efforts to make the Mission Critical Availability with a
   Monthly Uptime Percentage of at least ninety-nine point five percent (99.5 %), in each case
   during any calendar month (the “Service Level Commitment”). In the event the Mission Critical
   Availability does not meet the Service Level Commitment, Customer will be eligible to receive a
   Service Credit as described below. Irisity will use commercially reasonable efforts to make the
   Non-Mission Critical Availability percentage of at least 99%.

2. Irisity may carry out maintenance or other services that affect the availability of the Irisity
   Service. Irisity will perform such measures during Irisity’s normal office hours but always
   promptly and in a manner that limits any disruption. Irisity undertakes to notify Customer within
   a reasonable time before such action.

# Service Commitment and Service Credits

| Mission Critical Availability <br />Monthly Uptime Percentage | Service Credit<br />Percentage |
| ------------------------------------------------------------- | ------------------------------ |
| Less than 99,5%                                               | 10%                            |

1. Service Credits are calculated as a percentage of the total Fees paid by Customer affected by
   the Mission Critical Unavailability under this Agreement for the relevant calendar month in
   which the Mission Critical Unavailability occurred, in accordance with the schedule below (in
   case of specific camera/s that were affected, only they will count for the total credit calculation)

2. Irisity will apply any Service Credits only against future Fees. Service Credits will not entitle
   Customer to any refund or other payment from Irisity. A Service Credit will be applicable and
   issued only if the credit amount for the applicable calendar month is greater than twenty (20)
   USD/EUR/GBP as relevant. Service Credits may not be transferred or applied to any other
   agreement. Unless otherwise provided for in the Agreement, Customer’s sole and exclusive
   remedy for any unavailability, non-performance, or other failure by Irisity to provide the Irisity
   Service is the receipt of a Service Credit (if eligible) in accordance with the terms of this Service
   Level Agreement.

# Credit Request and Payment Procedures

1. &#x20;To receive a Service Credit, Customer must submit a claim by contacting Irisity’s account
   manager.

2. The credit request must be received by Irisity no later than by the end of the calendar month
   subsequent to the month in which the Unavailability occurred, and must include:
   1. the words “SLA Credit Request” in the subject line.
   2. Customer name and site affected.
   3. the dates and times of each Unavailability incident that Customer affected by the Unavailability is claiming.
   4. the affected Customer’s logs that document the incident(s) and verifies such Customer’s
      claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

3. If the Monthly Uptime Percentage of such request is confirmed by Irisity and is less than the
   Service Level Commitment, then Irisity will issue the Service Credit to Customer in conjunction
   with the next invoice to said Customer. Customer’s failure to provide the request and other
   information as required above will disqualify Customer from receiving a Service Credit.

# Service Commitment Exclusions

The Service Level Commitment does not apply to any unavailability, suspension or termination of the
Irisity Service, or any other Irisity Service performance issues:

1. Caused by factors outside of Irisity’s reasonable control, including any force majeure event or
   Internet access or related problems beyond the demarcation point of Irisitys Service;&#x20;

2. That result from any actions or inactions of Customer or any third party;

3. That result from any Customer Developments, Customer’s Equipment, Customer’s Software,
   Customer’s Data, or other technology and/or third party equipment, third party software or other
   third party technology (other than third party equipment, third party software or other third party technology within Irisity’s direct control);

4. That result from scheduled maintenance or other services notified to Customer in advance
   according to Section 2.2 above; or

5. Arising from Irisity’s suspension and termination of Customer’s right to use Irisity Service in
   accordance with the Agreement. If availability is impacted by factors other than those used in
   Irisity’s Monthly Uptime Percentage calculation, then Irisity may issue a Service Credit
   considering such factors at Irisity’s discretion.