Cisco Meraki Service Level Agreement
Cisco Meraki SLA
During the term of your Cisco Meraki Cloud Controller license (the "Agreement"), the Cisco Meraki Cloud Controller web interface will be operational and available to Customer at least 99.9% of the time in any calendar month (the "Cisco Meraki SLA"). If Cisco Meraki does not meet the Cisco Meraki SLA, and if Customer meets its obligations under this Cisco Meraki SLA, Customer will be eligible to receive the Service Credits described below. This Cisco Meraki SLA states Customer's sole and exclusive remedy for any failure by Cisco Meraki to meet the Cisco Meraki SLA.
The following definitions shall apply to the Cisco Meraki SLA
- "Downtime" means if there is more than a five percent user error rate. Downtime is measured based on server side error rate.
- "Cisco Meraki Covered Services" means the Cisco Meraki Cloud Controller service, for any Cisco Meraki product.
- "Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
- "Service Credit" means the following that Cisco Meraki will add a certain number of days of Service to the end of the Service term, at no charge to Customer.
|< 99.99% - ≥ 99.9%
|< 99.9% - ≥ 99.0%
Customer Must Request Service Credit
In order to receive any of the Service Credits described above, Customer must notify Cisco Meraki within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit.
Maximum Service Credit
The aggregate maximum number of Service Credits to be issued by Cisco Meraki to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly-billing customer's account). Service Credits may not be exchanged for, or converted to, monetary amounts.
Cisco Meraki SLA Exclusions
The Cisco Meraki SLA does not apply to any services that expressly exclude this Cisco Meraki SLA (as stated in the documentation for such services) or any performance issues: (i) caused by "Force Majeure" or (ii) that resulted from Customer's equipment or third party equipment, or both (not within the primary control of Cisco Meraki).