Stax Service Level Agreement

(SLA)

Stax is based on a request/response architecture. The Stax Service Level Agreement (SLA)s and the covered services are therefore provided on this basis across all APIs, functions and services across all Stax customers within a Geographic Region. In addition to this, Stax uses several synthetic services to constantly monitor availability and trigger alerts in the event of unavailability.

During the term of your Stax Subscription, Stax ("Stax", "we" or "us") will provide a Monthly Available Percentage of at least 99.95% for the Covered Service for each monthly billing cycle, subject to the provisions below.

Covered ServiceMonthly Available Percentage
Stax Customer Console>= 99.95%
Stax API>= 99.95%

Definitions

The following definitions apply to the SLA.

Covered Service means:

  • Stax Customer Console: The set of functions that exist within the Stax web user interface.
  • Console Stax API: The set of functions which allow programmatic access to Stax. A list of the APIs available can be found at https://developer.au1.staxapp.cloud.

Monthly Available Percentage is calculated as total Valid Requests minus total number of Error Responses, divided by total Valid Requests in a billing month.

Monthly Available Percentage is represented by the following formula:

Monthly Available % = (Total Valid Requests – Total Error Responses) / Total Valid Requests

Valid Request(s) means a Customer initiated request that:

  • conforms to Documentation
  • would normally result in a non-error response

Error Responses means a Valid Request returned a response that:

  • meets an error classification response of HTTP Status 50x and Code

Total Valid Requests means the total Valid Requests of all customers’ in the Geographic Region in a calendar month.

Total Error Responses means the total Error Responses from all of the customers in the Geographic Region in a calendar month.

Scheduled Downtime means maintenance or updates to the Covered Service which has been scheduled and notified to the Customer at least a week in advance. Scheduled Downtime will not exceed one hour.

Back-off Requirements means, when an Error Response is received, the Customer is responsible for waiting for a period of time before issuing another Valid Request. After receiving an Error Response, a minimum back-off interval of 1 second applies and for each consecutive Error Response, the back-off interval increases exponentially up to 32 seconds.

If the Customer is using the Stax SDK, the Back-off Requirements do not apply. The Stax SDK is downloadable via the Stax console.

What the SLA covers

Stax will offer a Monthly Available Commitment as defined about as the Monthly Available Percentage on the Covered Service during any monthly billing cycle.

The Monthly Available Commitment does not include repeat identical requests and these shall not count towards Error Responses unless they conform to the Back-off Requirements.

SLA Exclusions

The SLA does not apply to any:

  • Preview, pre-release or beta versions of a Covered Service (unless otherwise set forth in the associated documentation).

This SLA does not apply to any performance or availability issues that:

  1. Result from Customer’s or any third party appointed by Customer, failure to use the Covered Services in accordance with the Documentation or any other reasonable request or instruction from time-to-time;
  2. A Force Majeure Event;
  3. Are caused by Scheduled Downtime;
  4. Occur from issues resulting from inadequate bandwidth, network or device failure; Result from breach of these Stax Terms.

Service Credits

In the event any of the Covered Services do not meet the SLA, you will be eligible to receive a credit as described below.

Monthly Available PercentageCredit % on monthly Stax Licensing & Maintenance invoice
< 99.95%2.5%
< 99.5%5%

Note 1: The maximum Service Credit applicable for any month is 5% - i.e. it is not applied cumulatively.

Note 2: Any Service Credits paid under this SLA will be deducted from any other claims made for breach under this Agreement.

To receive a Service Credit, you must submit a claim by opening a Stax support case.

To be eligible, the claim request must be submitted by the end of the second billing cycle after which the incident occurred and must include:

  1. the dates and times of the unavailability incident with respect to which you are claiming;
  2. the affected service;

If your claim is confirmed to be eligible for a Service Credit, then we will issue a credit as a percentage discount on your next monthly Stax invoice.

Failure to provide the claim request and other information as required above will disqualify you from receiving a Service Credit.

Service Credits will not entitle you to any refund or other payment and may not be deferred, transferred or applied to any other account.

Your account must be paid up in full, in compliance with our Payment terms, to be eligible for a Service Credit.

Stax reserves the right to modify the terms of this SLA. If these changes constitute a material detriment to the Customer, we must get your prior written consent to these changes.

Attachment B-2

Stax Support

Our team will provide technical support for Stax as follows:

  • installation and configuration issues, such as setting up the service for your AWS environment;
  • answering general-how to questions on the use of the services;
  • advising on any new features, updates and improvements to the services; and
  • troubleshooting issues related to Stax services, including identifying problems prohibiting the functionality of the services and providing workarounds or resolutions for known problems.
  • Troubleshooting Console or API issues
  • Advice about best practices for maximising your usage of Stax

Our support services do not include:

  • Support is not provided for matters relating to custom-built workloads, AWS resources not managed by Stax or custom-code.
  • code development;
  • debugging custom software;
  • performing system administration tasks;
  • database query tuning;
  • advising on compliance with any third party policies, including AWS policies; and
  • support for problems which are caused by:
    • use of the services with unsupported tools, interfaces or data formats other than those included with the Software and supported as set forth in the Documentation
    • use of the services that deviate from any operating procedures as specified in the Documentation;
    • unauthorised modification, addition and/or development of the code scripts of the services;
    • Force Majeure Events, including any unusual external physical factors such as extreme weather conditions.

How to contact our Support Team

Stax users can log cases within the Support page of the Stax console. Cases and conversation history is tracked and recorded within the Support page, which users can view.

In the event that Customer cannot interact with the Support page of the Stax console, interaction via:

  • Chat from the public website: www.stax.io; or
  • Email: support@stax.io For Customers with an Enterprise Subscription, there is a dedicated Customer Success Manager assigned.

Stax Status

Stax status can be found at: http://status.staxapp.cloud

Support Details are as follows:

Support FeatureStarter*ProfessionalEnterprise
Access to Knowledge BaseYesYesYes
Maintenance Updates and UpgradesYesYesYes
New Security FeaturesYesYesYes
New Bug FixesYesYesYes
Workarounds for non-business critical issuesYesYesYes
Enhanced Technical SupportAEDT business hours access to Stax Support Engineers24x7 access to Stax Support Engineers24x7 access to Stax Support Engineers
Case Severity / Response TimesGeneral guidance:
< 24 hours
General guidance:
< 24 hours
General guidance:
< 24 hours
System impaired:
< 24 hours
System impaired:
< 24 hours
System impaired:
< 24 hours
Production system impaired:
< 24 hours
Production system impaired:
< 4 hours
Production system impaired:
< 4 hours
Production system down:
< 24 hours
Production system down:
< 2 hours
Production system down:
< 1 hour
Business-critical system down:
< 24 hours
Business-critical system down:
< 2 hours
Business-critical system down:
< 15 minutes
Architectural Guidancen/aWorking closely with Stax to review and make recommendation, quarterlyWorking closely with Stax to review and make recommendations, quarterly
Customer Success Managern/an/aDesignated Customer Success Manager (CSM) to proactively monitor your environment and assist with optimization
Trainingn/aAccess to quarterly trainingAccess to quarterly training

*Tiered pricing model is generally based on AWS consumption and support requirements.

Version History 2.0 May 2020