During the term of your OMPASS license serviced by OneMoreSecurity Inc. (“Agreement”), the OMPASS service will be operational and available to Customer at least 99.9% of thirty days (“OMPASS SLA”). If OMPASS does not meet the OMPASS SLA, and if Customer meets its obligations under this OMPASS SLA, Customer will be eligible to receive the Service Credits described below. This OMPASS SLA states Customer's sole and exclusive remedy for any failure by OMPASS to meet the OMPASS SLA.
The contents of this Sales Level Agreement are as follows:
Customer Must Request Service Credit
Maximum Service Credit
OMPASS SLA Exclusions
The following definitions shall apply to the OMPASS SLA.
“Downtime” means when there is more than a five percent user error rate across all of a Customer’s Users. Downtime is measured based on server side error rate.
“Service” means the OMPASS FIDO authentication service.
“Monthly Uptime Percentage” means the percentage of total number of minutes in thirty days contract minus the number of minutes of Downtime suffered in thirty days contract divided by tthe total number of minutes in thirty days contract.
“Service Credit” means the number of days of Service to be added to the end of the Service term, at no charge to Customer calculated as follows:
Monthly Uptime Percentage
＜ 99.9% - ≤ 99.0%
＜ 99.0% - ≤ 95.0%
2. Customer Must Request Service Credit
In order to receive any of the Service Credits described above, Customer must notify OneMoreSecurity Inc. by email at email@example.com within 30 days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit.
3. Maximum Service Credit
The aggregate maximum number of Service Credits to be issued by OneMoreSecurity Inc. to Customer for all Downtime that occurs in thirty days contract shall not exceed fifteen days of Service. Service Credits may not be exchanged for, or converted to, monetary amounts.
4. OMPASS SLA Exclusions
The OMPASS SLA does not apply to any services that expressly exclude this OMPASS SLA or any performance issues
(i) caused by “Force Majeure”
(ii) that resulted from one or more of Customer’s equipment or third party equipment not within the primary control of OMPASS.
OneMoreSecurity Inc. reserves the right to modify this OMPASS Service Level Agreement at any time by updating the terms on this site.