Chronicle Service Level Agreement

Last modified: October 01, 2020

During the Term of the Agreement under which Chronicle has agreed to provide the Services to Customer (as applicable, the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99% (the "Service Level Objective" or "SLO").

If Chronicle does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer's sole and exclusive remedy for any failure by Chronicle to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. If the Agreement authorizes the resale or supply of the Services under a partner or reseller program, then all references to Customer in this SLA mean Partner or Reseller (as applicable), and any Financial Credit(s) will only apply for impacted Partner or Reseller order(s) under the Agreement.

Definitions

The following definitions apply to the SLA.

  • "Covered Service" means the Services, excluding any free Services, proof-of-concept or unpaid trials of the Services.
  • "Downtime" means with respect to the Covered Service: the Customer is not able to access the user interface or all APIs.
  • "Downtime Period" means with respect to the Covered Service: five consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Period. Downtime as part of Scheduled Maintenance will not be counted towards any Downtime Period.
  • "Financial Credit" means the following for the Covered Service (except as otherwise set forth below):
    Monthly Uptime Percentage Percentage of monthly bill (or prorated on a monthly basis if billing is not monthly) for the Covered Services which did not meet SLO that will be credited to future bills of Customer
    95%–< 99% 3%
    90%–< 95% 10%
    <90% 15%
  • "Monthly Uptime Percentage" means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.
  • "Scheduled Maintenance" is Downtime related to network, hardware, or software maintenance or upgrades. Scheduled Maintenance will be performed at Google's discretion.

Customer Must Request Financial Credit

In order to receive any of the Financial Credits described above, Customer must contact Chronicle at support@chronicle.security within thirty days from the time Customer becomes eligible to receive a Financial Credit with a complete description of the Downtime and for how long. Failure to comply with this requirement will forfeit Customer's right to receive a Financial Credit.

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by Chronicle to Customer for any and all Downtime Periods that occur in a single annual billing cycle will not exceed 7% of the amount due by Customer for the applicable Covered Service for the applicable annual cycle. Financial Credits will be made in the form of a monetary credit applied to future use of the Covered Service.

SLA Exclusions

The SLA does not apply to any: (a) features or Services designated alpha or beta (unless otherwise set forth in the associated Documentation), (b) features or Services excluded from the SLA (in the associated documentation), (c) features or Services that have been deprecated, or (d) errors: (i) caused by factors outside of Chronicle's reasonable control; (ii) that resulted from Customer's software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; (iv) that resulted from quotas applied by the Services or listed in the Documentation; (v) Customer's inability to utilize the Services due to not having transferred usable Customer Data to the Services; or (vi) any hardware or software used by Customer to forward Customer Data to the Services is excluded from the calculation of the availability of the Services, regardless of whether Chronicle suggested or otherwise supported Customer's use of the hardware or software.