Contrat de prestation de services MessageBird

This MessageBird Service Level Agreement (“SLA”) governs the use of the MessageBird Services under the terms of the Conditions générales de MessageBird (the “GT&C”) between MessageBird B.V., (“MessageBird”, “us” or “we”) and users of the MessageBird Services (“you” or “Customer”). This SLA applies separately to each account using the MessageBird Services. Unless otherwise provided herein, this SLA is subject to the terms of the GT&C and capitalized terms will have the meaning specified in the GT&C. MessageBird reserves the right to change the terms of this SLA in accordance with the GT&C.

1. ENGAGEMENT DE SERVICE

   MessageBird mettra en œuvre tous les moyens raisonnables à sa disposition afin d'assurer la disponibilité 99,95 % du temps des Services MessageBird. Dans l'éventualité où le Client rencontre une situation où MessageBird ne répond pas aux 99,95% de disponibilité de Services au cours d'un mois civil ("Pourcentage de Disponibilité Mensuelle"), vous serez éligible à recevoir un Crédit Service comme décrit ci-dessous.

2. DÉFINITIONS

   Les termes clés suivants ont le sens énoncé ci-dessous:

   1. “MessageBird Services” is the combination of all single products and services (as defined in 2.2) MessageBird possibly offers to the Customer.
      
   2. means:
      • MessageBird API REST
      • MessageBird API Voice
      • MessageBird Dashboard
      • MessageBird Mail to SMS service
      • MessageBird SMPP Platform (Short Message Peer-to-Peer)
   3. “Unavailable Time” means one or more of the MessageBird Services are not available for use according to third party performance and monitoring services contracted by MessageBird at its sole discretion (the “Monitoring Service”). The Monitoring Service reports of availability are currently available at status.messagebird.com; provided that service issues or outages relating to any Exclusions (defined below) shall not be deemed as Unavailable Time. Unavailable Time is calculated per Single Service as defined in 2.2 and not a combined total or average.
   4. “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of continuous 5 minute periods during the Service Month in which a MessageBird Single Service was in a state of “Unavailable Time” as identified by Monitoring Service.

   5. “Service Credit” is a credit that MessageBird, at its sole discretion and after confirming the nature and accuracy of the Unavailable Time, may credit back to an eligible Customer account, calculated as set forth below:

      1. Pour un mois civil donné où le Pourcentage de Disponibilité Mensuelle d'un MessageBird Single Service ne répond pas au Pourcentage de Disponibilité Mensuelle, MessageBird créditera le compte du Client d'un pourcentage de la facturation du Service ne répondant pas au Pourcentage de Disponibilité Mensuelle pour ce mois, tel que défini dans ce tableau:

         POURCENTAGE DE DISPONIBILITÉ MENSUELLE

         crédit de service

         < 99.95%

         10%
      2. Service Credit shall be issued to Customer’s MessageBird balance for future use of the Single Service only. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account or Single Service.

3. DEMANDES DE CRÉDITS ET PROCÉDURES DE PAIEMENT

   To apply for a Service Credit, the Customer must submit a ticket via ce formulaire within 30 days of the month in which the Unavailable Time occurred. The ticket must include (i) “SLA Claim” as the subject of the ticket; (ii) the dates and times of the Unavailable Time for which you are requesting credit; and (iii) any applicable information that documents the claimed outage. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit. Service Credits will be applied within 60 days after the Service Credit was requested.

4. EXCLUSIONS

   Nonobstant toutes dispositions contraires, aucun Temps d'Indisponibilité sera considéré comme ayant eu lieu en rapport avec toute indisponibilité, suspension ou cessation des Services MessageBird, ou tout autre problème de rendement des Services MessageBird, qui:

   1. are caused by factors outside of MessageBird’s reasonable control, including, without limitation, any Force Majeure event, carrier related problems or issues, or Internet access or related problems beyond the demarcation point of MessageBird or its direct hosting subcontractors (i.e beyond the point in the network where MessageBird maintains access and control over the MessageBird Services);
   2. result from any actions or inactions of Customer or any third party (other than MessageBird’s direct hosting subcontractor);
   3. result from Applications, equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within MessageBird’s direct control); or
   4. arise from MessageBird’s suspension and termination of Customer’s right to use the MessageBird Services in accordance with the GT&C, (v) scheduled maintenance; or (vi) problems or issues related to alpha, beta or not otherwise generally available MessageBird features or products (collectively, the “Exclusions”).

5. RECOURS UNIQUE

   Des Crédits Service constituent votre unique et exclusif recours pour toute indisponibilité ou non-rendement des Services MessageBird ou autre défaillance de notre part à offrir les Services MessageBird.