Acordo de Nível de Serviço do MessageBird

This MessageBird Service Level Agreement (“SLA”) governs the use of the MessageBird Services under the terms of the Termos e condições gerais da 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. COMPROMISSO COM O SERVIÇO

   a MessageBird se valerá de esforços comercialmente razoáveis ​​para fazer com que os serviços MessageBird estejam disponíveis 99,95% do tempo. Caso os clientes se depararem com uma situação na qual A MessageBird não atenda a 99,95% de disponibilidade dos Serviços em um determinado mês do calendário ( “Percentual de Atividade Mensal”), você se qualifica para obter um Crédito de Serviço, conforme descrito abaixo.

2. DEFINIÇÕES

   Aos seguintes termos capitalizados será dado o conjunto de significados a seguir:

   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. Para um mês de calendáio no qual a percentagem mensal de tempo de atividade de um Serviço Individual da MessageBird não atender ao percentual mensal de tempo de atividade, a MessageBird irá creditar à conta do cliente uma porcentagem do faturamento específico desse mês devido ao fato de o serviço não ter atendido ao Percentual Mensal de Atividade, conforme definido por esta tabela:

         PERCENTAGEM MENSAL DE TEMPO DE ATIVIDADE

         crédito de serviço

         < 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. SOLICITAÇÃO DE CRÉDITO E PROCEDIMENTOS DE PAGAMENTO

   To apply for a Service Credit, the Customer must submit a ticket via este formulário 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. EXCLUSÕES

   Não obstante qualquer disposição em contrário, nenhum Tempo Indisponível será considerado como tendo ocorrido devido a qualquer indisponibilidade, suspensão ou rescisão dos Serviços MessageBird, ou a quaisquer outros problemas de desempenho dos Serviços MessageBird, que:

   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. SOLUÇÃO ÚNICA

   Os Créditos de Serviço serão seu único e exclusivo recurso para qualquer indisponibilidade ou falta de desempenho dos Serviços MessageBird ou outra falha nossa ao prestar os Serviços MessageBird.