Service Level Agreement

The short version. For Enterprise customers we will promise 99.9% monthly uptime for the workspace, with service credits if we miss it. This is available once we run on more than one server. Today the service runs on one, so we do not offer this commitment yet; we publish it now so you know exactly what it will be.

When this applies

This agreement applies to Enterprise customers once we announce on this page that the service runs on more than one server, from the first full calendar month after that announcement. Until then, the service is provided as the Terms describe, without uptime credits.

Commitment

The workspace at workspace.codingcords.com, sending and receiving mail, and meetings will be Available 99.9% of each calendar month.

Definitions

• Available: users can sign in and use the core features. A minute counts as unavailable when our monitoring, or a report from you that we confirm, shows the service failing for all users of your workspace.
• Monthly uptime = (total minutes − unavailable minutes) ÷ total minutes.

What does not count

Maintenance announced at least 48 hours ahead (at most 4 hours a month, outside 08:00 to 18:00 Central European Time on working days where we can); problems caused by you, your networks, your DNS or your domains; networks we do not run, such as phone carriers or the public internet; events beyond our reasonable control; features marked beta; and suspension under the Terms.

Credits

Monthly uptime	Credit (share of that month's fees)
below 99.9%	10%
below 99.0%	25%
below 95.0%	50%

Claim within 30 days of the end of the month at support@codingcords.com. Credits come off your next invoice, are not paid in cash, and are your only remedy for unavailability, except that you may end the agreement if uptime is below 99.0% in three months in a row.

Support response

Outage affecting all users: we respond within 1 hour, at any time. Other issues: within 1 business day.