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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 2021 Permalink: https://confluence.wildix.com/x/NgBuAQ |
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0. Support mission
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Planned system maintenances
Global problems with Wildix services
6. Service Availability
The availability commitment for the Wildix services is 99.90%, disregarding any scheduled periods of unavailability for preventive maintenance notified in advance.
The availability of the Wildix services is calculated daily and it’s available here: https://statuspage.wildix.com/. It measures whether the technical interfaces are operational and not user perceptions.
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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