---
title: Service Level
custom_edit_url: null
--- 

:::note

This document describes the current version of our offering. For terms regarding to our previous offering, which is being shut down on 31.12.2022, please refer to the [agreements under docs-v1.Reactima.com](https://docs-v1.Reactima.com/).

:::

## Introduction

This annex of the [Framework Agreement](terms-of-service) describes the service levels offered by us for our Services (Reactima Cloud).

Last revised: June 14, 2022

## Definitions

**Monthly Uptime Percentage** means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.

**Downtime Period** means a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than one minute will not count towards any Downtime Period.

**Downtime** means any period of time in which Core Services are not Available within the Region of the customer’s organization. Downtime excludes any time in which Reactima Cloud is not Available because of

- Announced maintenance work
- Emergency maintenance
- Force majeure events.

**Available** means that Core Services of Reactima Cloud respond to Customer Requests in such a way that results in a Successful Minute. The Availability of Core Services will be monitored from Adeptima Limited Hong Kong’ facilities from black-box monitoring jobs.

**Successful Minute** means a minute in which Reactima cloud is not repeatedly returning Failed Customer Requests and includes minutes in which no Customer Request were made.

**Customer Requests** means a HTTP request made by a Customer or a Customers’ users to Core Services within the Customer’s organization’s region.

**Successful Minute** means a minute in which Reactima Cloud is not repeatedly returning Failed Customer Requests and includes minutes in which no Customer Requests were made.

Failed Customer Request means Customer Requests that

- Returns an server error; or
- is received by Reactima Cloud and results in no response where one is expected

This excludes specifically:

- Failed Customer Requests due to malformed requests, client-side application errors outside of Reactima Cloud’s control
- Customer Requests that do not reach Reactima Cloud Core Services

**Core Services** means the following Reactima Cloud Services and API’s:

- **Authentication API** Endpoints
- **OpenID Connect 1.0 / OAuth 2.0 API** Endpoints
- **SAML 2.0** Endpoints
- **Login Service** means the graphical user interface of Reactima Cloud for users to Login, Self-Register, and conduct a Password Reset.
- **Identity Brokering Service** means the component of Reactima Cloud that handles federated authentication of users with third-party identity provider, excluding any failure or misconfiguration by the third-party

**Financial Credit** means the percent of the monthly subscription fee applicable to the month in which the guaranteed service level was not met, according to the actual achieved monthly uptime percentage, as shown in the following table

Achieved vs.  Guaranteed| 99.50% | 99.90% | 99.95%
--- | --- | --- | ---
99.5% - < 99.9% | n/a | n/a | 10%
99.0% - < 99.5% | n/a | 10% | 25%
95.0% - < 99.0% | 10% | 25% | 50%
< 95.0% | 50% | 50% | 50%

## Service Levels

### Availability Objective

1. During the term of the subscription agreement under which Adeptima Limited Hong Kong has agreed to provide Reactima Cloud to Customer, the Core Services will provide a Monthly Uptime Percentage to Customer conditional on the subscription plan as follows (the “SLO”):

Option | Monthly Uptime Percentage
--- | ---
Default | 99.50%
Extended SLA | 99.95%

1. If Adeptima Limited Hong Kong Ltd. does not meet the guaranteed service level, Customer might be eligible to receive Financial Credit as described in this document. Financial Credit shall be the sole and exclusive remedy for breach of this SLA.
2. The Customer must request Financial Credit and must notify Adeptima Limited Hong Kong Support in writing within 30 days of becoming eligible for Financial Credit and must prove Failed Customer Requests during Downtime Periods. Financial Credit will be made in the form of a monetary credit applied to the next possible subscription invoice of Reactima Cloud,  may only be used to book services in the future, and will in no case be paid as a cash equivalent. No further guarantees are provided.
3. The Service Level commitments apply only to organizations with a subscription plan where a Service Level is applicable and does not include any other organizations of the same customer. The Customer is not entitled to any Financial Credit, if it is in breach of the Agreement at the time of the occurrence of the event giving rise to the credit.