Uptime Service Level Agreement

Standard Uptime Reporting

Re4m provides detailed measurements of uptime which is available to you at https://status.re4m.io

Enhanced Uptime SLA  

The Re4m Enhanced Uptime SLA is included with the Enterprise Edition. In summary, it is a contractually binding agreement to deliver 99.9% uptime. 

In the event that service levels are not met, Re4m will provide Service Credits to affected customers, which we have provided details about below.

Enhanced Uptime SLA Detail

The average availability of core services of the Re4m platform for each month will be at least 99.9%. If Re4m fails to meet its availability service level during any given month and you request a service level credit, within 10 days of the event giving rise to the credit, then Re4m will provide you with a credit as described in the table below.

Table 1

A Service Level Credit provides one additional calendar day of use of Re4m, to be added to the end of your current billing period.

Service Level Credits may not be exchanged for a cash refund.

We will publish a monthly report on our website showing server-side downtime. We show availability every day for the previous 3 months, with an explanation or any day on which we did not deliver 100% uptime.

 If a downtime period is less than 10 minutes, it will not be included in the Enhanced SLA. If there are any performance issues resulting from matters outside of our reasonable control, these will not be included in the Enhanced SLA. Scheduled downtime will not be included in the Enhanced SLA, however, we commit to notifying administrators at least 8 hours in advance of any scheduled downtime.

Last Revised:  15^th March 2021