Introduction
This Service Level Agreement is a policy governing the use of all Infrastructure as a Service products offered by Multiline Pty Ltd (‘Multiline’, ‘us’, ‘our’, ‘we’) and the users of these Services (‘you’, ‘customer’, ‘your’).
It is part of your Agreement with Multiline, along with the Terms of Service, Privacy Policy, and Acceptable Use Policy, and is subject to all the terms and conditions stated in these documents.
Service Commitment
Multiline commits to using commercially reasonable efforts to ensure that our products are available within a Monthly Availability Percentage of at least 99.95% during a given calendar month. In the event that Multiline fails to meet this commitment, you will be eligible to receive a Service Credit as defined below.
Definitions
The following definitions shall apply for the purposes of this Service Level Agreement:
A “Service Credit” is a monetary credit that we may reimburse to an eligible account. Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments) for a specific Service or product. The amount and method of calculation of a Service Credit are described in connection with each Service.
“Unavailable” and “Unavailability” mean that your deployed Services (compute, network, storage, or similar Services) do not respond to API or external network requests, despite proper configuration.
“Region” means a particular physical data center location where the affected Service exists.
“Region Unavailability” means that more than one Availability Zone in which you are running a Service, within the same Region, is Unavailable to you. If the affected Service does not offer more than one Availability Zone, and that Availability Zone is Unavailable, the region is also defined as unavailable.
“Monthly Availability” means a monthly availability percentage calculated on a per Customer, per Region basis, for a given calendar month, minus any Unavailability due to announced maintenance windows.
Executing a Service Credit claim
In order for Multiline to consider a Service Credit claim, you must submit the claim to our customer support by email within 30 days after the end of the billing cycle in which the incident that is the subject of the Service Credit claim occurred. You must show that your use of our Services was adversely affected in some way as a result of the downtime to be eligible for the credit. The email must have the words “SLA Service Credit Claim” in the subject line. You must provide all information necessary for us to validate the claim, including but not limited to:
The UUID of the instance/volume/object or Service that was affected.
Detailed descriptions of the incident, the exact time and date of the incident, the duration of the incident, and any attempts made by you to resolve the incident, including contacting Multiline.
Any logs that document the errors and corroborate your claimed outage.
Your Service Credit claim will normally be evaluated within 5 days of your submission of the claim.
Product-Specific Service Level Agreements
Compute
Multiline commits that Compute Services will be available 99.95% or more of the time in a given calendar month. Compute Services will be deemed available unless:
A redundant set of compute instances inside a Region is not able to serve their redundantly deployed Services.
You are not able to recover from a failure by starting a new instance inside the region.
Your compute instances do not have network connectivity to other compute instances and/or to the internet.
If we fail to meet this commitment, barring any limitations and exemptions outlined below, you will be eligible for a Service Credit of that specific service calculated as follows:
MONTHLY AVAILABILITY PERCENTAGE CREDIT PERCENTAGE
< 99.95% but >= 99.0% 10%
< 99.0% but >= 95.0% 30%
< 95.0% 100%
Storage
Multiline commits that Storage Services will be available 99.9% or more of the time in a given calendar month. Storage Services will be deemed available unless:
You are unable to access or mount a volume for more than 30 seconds.
If we fail to meet this commitment, barring any limitations and exemptions outlined below, you will be eligible for a Service Credit calculated as follows:
MONTHLY AVAILABILITY PERCENTAGE CREDIT PERCENTAGE
< 99.9% but >= 99.0% 10%
< 99.0% but >= 95.0% 30%
< 95.0% 100%
Network
Multiline commits that Network Services will be available 99.95% or more of the time in a given calendar month. Network Services will be deemed available unless:
There is no external connectivity to your running compute instances for more than 30 seconds.
There is no connectivity between your running compute instances within the same Availability Zone for more than 30 seconds.
The Network API returns a server error response to a valid API request during two or more consecutive 90-second intervals.
The Network API does not respond to API requests.
If we fail to meet this commitment, barring any limitations and exemptions outlined below, you will be eligible for a Service Credit calculated as follows:
MONTHLY AVAILABILITY PERCENTAGE CREDIT PERCENTAGE
< 99.95% but >= 99.0% 10%
< 99.0% but >= 95.0% 30%
< 95.0% 100%
Service Credit Limitations and Exemptions
The following limitations and exemptions may affect your eligibility for Service Credits:
You are not entitled to a Service Credit if you are in breach of our Terms of Service until you have cured your breach, including your payment obligations.
You are not entitled to a Service Credit if downtime would not have occurred but for your breach of our Terms of Service or Acceptable Use Policy or your misuse of Services or actions that result in account suspension or termination of any Services.
You are not entitled to a Service Credit for downtime or outages resulting from force majeure events.
You are not entitled to a Service Credit for downtime or outages resulting from actions of third parties, including but not limited to, Denial of Service attacks, security compromises, virus activity, hacking attempts, or any other circumstances that are not within our control.
You are not entitled to a Service Credit for downtime or outages resulting from attributable acts by persons gaining unauthorized access to Services by means of your passwords or passphrases or encryption keys or access tokens or equipment or otherwise resulting from your failure to follow appropriate security practices.
You are not entitled to a Service Credit for downtime or outages resulting from actions or activities due to our compliance with demands or orders from Law Enforcement.
You are not entitled to a Service Credit for downtime or outages resulting from any announced maintenance.
The maximum total Service Credit for a monthly billing period, including all guarantees, is capped at 100% of fees for the product in question.
Service Credits cannot be transferred or applied to other accounts.
Service Credits do not entitle you to a refund or payment of any kind.
Service Credits are provided at Multiline’s sole discretion and may be subject to change.
You must be in compliance with your Agreement, including the Terms of Service, Privacy Policy, and Acceptable Use Policy, to be eligible for Service Credits.
This Service Level Agreement is subject to change by Multiline, and changes will be effective upon posting the updated version on our website.
Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of fees for the product that you are making a claim towards in the billing period covering the breach of SLA.