Tariff Hippo Service Level Agreement
Last updated: Feb 13, 2024
This Service Level Agreement (SLA) is issued under and forms part of the Terms and Conditions, which references this policy. Any capitalized terms not defined herein shall have the meaning ascribed to them in the Tariff Hippo agreement. With notice to Customer, Provider may modify this SLA to reflect new features or changing practices, but the modifications will not materially decrease Tariff Hippo’s overall obligations during a Subscription Term.
1. Service Availability
Provider will use commercially reasonable efforts to provide the Service to Customer at the Availability Standard set forth below:
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Availability Standard
- Uptime availability of the Service at a level of at least 99.5% measured on a monthly basis, exclusive of scheduled maintenance time.
- The Service will be deemed unavailable if the Customer is unable to access the Service (“Disruption”). However, it will not be a Disruption if the Service is unavailable due to:
- General internet problems or outages caused by power supply carriers.
- Malfunction of equipment, systems software, network connections, or other infrastructure not owned or operated by Provider.
- Force majeure events or other factors outside the reasonable control of Provider.
- Scheduled service or maintenance or reasonable emergency maintenance.
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Provider will provide updates and information about availability and outages through in-app notifications.
2. Service Credits
If Provider fails to meet the Availability Standard in a particular month and Customer makes a request for service credits within 30 days after the end of such month, Customer will be entitled to a credit based on the percentage of annual fees due for the affected Service in that month (“Service Credit”). The Service Credit is calculated as follows:
| Service Availability Percentage | Service Credit (% of monthly Fees) |
|---|---|
| 99.5% or greater | No Credit |
| 99.00% to 99.5% | 5% |
| 98.5% to 99.00% | 10% |
| 98.0% to 98.5% | 15% |
| 97.5% to 98.00% | 20% |
| Less than 97.5% | 30% |
Provider will apply each Service Credit to Customer’s next invoice, provided that Customer’s account is fully paid up, without any outstanding payment issues or disputes. Customers will not receive any refunds for any unused Service Credits.
3. Exclusive Remedy
Service Credits constitute liquidated damages and are not a penalty. Service Credits are a Customer’s sole and exclusive remedy, and the Provider’s sole and exclusive liability, for Provider’s failure to meet the Availability standard.
