Service Level Agreement

Effective starting: 01 January, 2025

1. Service Level Commitment

Dotwork commits to the following monthly uptime percentages for Customers:

  • Premium: 99.9%
  • Enterprise: 99.95%
2. Service Credits

2.1. Eligibility. To qualify for a Service Credit, Customer must submit a verifiable support request via Dotwork Support within fifteen (15) days following the end of the relevant calendar month, detailing the alleged failure.Dotwork’s monitoring and logging infrastructure shall be the authoritative and final source for determining Service Level Commitment compliance.

2.2. Issuance. 
If Dotwork confirms a failure to meet the Service Level Commitment, a Service Credit will be issued per Appendix B.

Service Credits apply to future invoices and cannot be refunded, transferred, or exchanged for cash.

The maximum Service Credit for an invoice shall not exceed 100% of the fees for the affected Cloud Product during the applicable billing period.

3. Exclusions

The Service Level Commitment does not apply in cases including but not limited to:

Customer Responsibility & Third-Party Failures:
a) Unauthorized usage: Customer’s use of the Cloud Product in a manner not authorized under the Agreement.
b) External factors: Force majeure events, global internet disruptions, or third-party network failures.
c) Customer infrastructure: Issues caused by Customer’s software, network, or configurations.

Data & Third-Party Products:
d) Customer Data or Materials: Failures related to Customer-provided content or third-party integrations.
e) Third-Party Products: Failures within external software or services not directly managed by Dotwork.

Planned Maintenance & Beta Products:
f) Maintenance: Routine scheduled maintenance and emergency maintenance per the Dotwork Maintenance Policy.
g) Excluded features: Sandbox instances, Free or Beta Products, or other exclusions listed in the Documentation.

4. Exclusive Remedies

Service Credits shall constitute the Customer’s sole remedy for Dotwork’s failure to meet the Service Level Commitment.

Dotwork’s total liability under this SLA is limited to the value of the applicable Service Credits.

5. Definitions

All capitalized terms not defined here have the meanings outlined in the applicable Agreement between Customer and Dotwork.

Appendix A –  Covered Experiences

Dotwork (Premium and Enterprise)

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Appendix B – Service Credits

Premium Edition

  • Less than 99.9% but greater than or equal to 99.0%: 10%
  • Less than 99.0% but greater than or equal to 95.0%: 25%
  • Less than 95.0%: 50%

Enterprise Edition

  • Less than 99.95% but greater than or equal to 99.9%: 5%
  • Less than 99.9% but greater than or equal to 99.0%: 10%
  • Less than 99.0% but greater than or equal to 95.0%: 25%
  • Less than 95.0%: 50%
Appendix C – Downtime Calculation

Monthly uptime is calculated as: 100% - (Downtime Minutes ÷ Total Minutes in the Calendar Month)
Example calculation

  • Total minutes in a 30-day calendar month: 43,200
  • Downtime Minutes in the same month: 60
  • Percentage of Downtime Minutes: 0.138889%
  • Monthly Uptime = 100% - 0.1389% = 99.86%
  • Outcome: In this case, the Customer qualifies for a 10% Service Credit for the affected Cloud Product.
Appendix D – Downtime Definition & Measurement
  • "Downtime Minute": Any minute where the Error Rate exceeds 5%.
  • "Error Rate": The percentage of failed requests to Covered Experiences over a 1-minute period.
  • Error Rate Examples:
    - 100% failure = Downtime Minute logged.
    - 10% failure (10 of 100 requests failed) = Downtime Minute logged.
    - 1% failure (1 of 100 requests failed) = No Downtime Minute logged.
    - No customer requests in a minute = No Downtime Minute logged.

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