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This document describes the service level terms and conditions according to which Wildix provides technical support to its Customers. Created: April 2018 Updated: March April 2021 Permalink: https://confluence.wildix.com/x/NgBuAQ |
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0. Support mission
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If Wildix breaches the availability commitment set out above, through its sole fault, the amount payable for the SaaS will be reduced in accordance with the following principles:
Service availability rate (calculated monthly) | Effective payment/Amount of the user licence |
99.9% or higher | 100% |
between 98% and 99.9% | 90% |
between 95% and 98% | 75% |
between 90% and 95% | 50% |
lower than 90% | 0% |
The reduction will be applied to the next invoice issued by Wildix.
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