{"id":1551,"date":"2017-10-03T19:10:51","date_gmt":"2017-10-03T19:10:51","guid":{"rendered":"https:\/\/enautics.de\/?page_id=1551"},"modified":"2026-06-19T01:56:18","modified_gmt":"2026-06-19T06:56:18","slug":"service-level-agreement","status":"publish","type":"page","link":"https:\/\/enautics.de\/en\/service-level-agreement\/","title":{"rendered":"enautics | Service Level Agreement"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1551\" class=\"elementor elementor-1551\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ef9de0a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ef9de0a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c3110ab\" data-id=\"c3110ab\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d63ec0e elementor-widget elementor-widget-text-editor\" data-id=\"d63ec0e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h1>enautics SaaS Service Level Agreement<\/h1>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b86879 elementor-widget elementor-widget-text-editor\" data-id=\"6b86879\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Last Updated September 10, 2020<\/strong><\/p><p>This enautics SaaS Service Level Agreement (\u201cSLA\u201d) governs the use of the enautics SaaS under the terms of the enautics Terms of Service (the \u201cTOS\u201d) between enautics GmbH. (\u201cenautics\u201d, \u201cus\u201d or \u201cwe\u201d) and users of the enautics SaaS (\u201cyou\u201d or \u201cCustomer\u201d). This SLA applies separately to each account using the enautics SaaS. Unless otherwise provided herein, this SLA is subject to the terms of the TOS, and capitalized terms will have the meaning specified in the TOS. enautics reserves the right to change the terms of this SLA in accordance with the TOS.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-802b03d elementor-widget elementor-widget-text-editor\" data-id=\"802b03d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>1. Service Commitment<\/h3><p>enautics will use commercially reasonable efforts to make the enautics SaaS available 99.95% of the time. In the event enautics does not meet the goal of 99.95% API availability in a given calendar month (\u201cMonthly Uptime Percentage\u201d), you will be eligible to receive a Service Credit as described below<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-026aa83 elementor-widget elementor-widget-text-editor\" data-id=\"026aa83\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>2. Definitions<\/h3><p>The following capitalized terms shall be given the meaning set forth below:<\/p><p>2.1 \u201cUnavailable Time\u201d means the enautics SaaS is not available for use according to performance and monitoring services contracted by enautics at its sole discretion (the \u201cMonitoring Service\u201d). The Monitoring Service reports of availability are currently available at status.enautics.com ; provided that service issues or outages relating to any Exclusions (defined below) shall not be deemed as Unavailable Time.<\/p><p>2.2 \u201cMonthly Uptime Percentage\u201d is calculated by subtracting from 100% the percentage of continuous 5 minute periods during the Service Month in which the enautics SaaS was in a state of \u201cUnavailable Time\u201d as identified by Monitoring Service<\/p><p>2.3 A \u201cService Credit\u201d is a dollar credit, calculated as set forth below, that enautics may credit back to an eligible Customer account:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f12c46 elementor-widget elementor-widget-text-editor\" data-id=\"7f12c46\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>For a calendar month where the Uptime Monthly Percentage, as identified by Monitoring Service, enautics, at its sole discretion after confirming the nature and accuracy of the Unavailable Time, will credit Customer\u2019s account a percentage of that month\u2019s billings, as defined by this table:<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0084a6b uael-header-sticky-no uael-border-yes elementor-widget elementor-widget-uael-table\" data-id=\"0084a6b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"uael-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div itemscope class=\"uael-table-wrapper\" itemtype=\"http:\/\/schema.org\/Table\">\n\t\t<table id=\"uael-table-id-0084a6b\" class=\"uael-text-break uael-column-rules uael-table\" data-sort-table=\"no\" data-show-entry=\"no\" data-searchable=\"no\" data-responsive=\"no\">\n\t\t\t\t<thead>\n\t\t\t\t\t\t\t\t\t\t<tr class=\"uael-table-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<th data-sort=\"0\" class=\"sort-this elementor-repeater-item-14d9587 uael-table-col uael-table-head-cell-text\" scope=\"col\">\n\t\t\t\t\t\t\t<span class=\"sort-style\">\n\t\t\t\t\t\t\t<span class=\"uael-table__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"uael-table__text-inner\">Monthly Uptime Percentage <\/span>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t\t<th data-sort=\"1\" class=\"sort-this elementor-repeater-item-c47bf04 uael-table-col uael-table-head-cell-text\" scope=\"col\">\n\t\t\t\t\t\t\t<span class=\"sort-style\">\n\t\t\t\t\t\t\t<span class=\"uael-table__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"uael-table__text-inner\">Service Credit <\/span>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t<\/thead>\n\t\t\t\t<tbody>\n\t\t\t<!-- ROWS -->\n\t\t\t\t\t\t\t\t\t\t<tr data-entry=\"1\" class=\"uael-table-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"uael-table-col uael-table-body-cell-text elementor-repeater-item-b8af16c\" data-title=\"Monthly Uptime Percentage \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"uael-table__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"uael-table__text-inner\"><99.95% <\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"uael-table-col uael-table-body-cell-text elementor-repeater-item-81f11a3\" data-title=\"Service Credit \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"uael-table__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"uael-table__text-inner\">10% <\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t<\/tbody>\n\t<\/table>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-534ae8a elementor-widget elementor-widget-text-editor\" data-id=\"534ae8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Service Credit shall be issued to Customer\u2019s enautics balance for future use only. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-326c235 elementor-widget elementor-widget-text-editor\" data-id=\"326c235\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>3. Credit Request and Payment Procedures<\/h3><p>To apply for a Service Credit, the customer must submit a ticket via the Account Portal within 30 days of the month in which the Unavailable Time occurred. The ticket must include (i) \u201cSLA Claim\u201d as the subject of the ticket; (ii) the dates and times of the Unavailable Time for which you are requesting credit; and (iii) any applicable information that documents the claimed outage.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7744f71 elementor-widget elementor-widget-text-editor\" data-id=\"7744f71\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>4. Exclusions<\/h3><p>Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability, suspension or termination of the enautics SaaS, or any other enautics SaaS performance issues, that (i) are caused by factors outside of enautics\u2019 reasonable control, including, without limitation, any force majeure event, carrier related problems or issues, or Internet access or related problems beyond the demarcation point of enautics or its direct hosting subcontractors (i.e beyond the point in the network where enautics maintains access and control over the enautics Services); (ii) result from any actions or inactions of Customer or any third party (other than enautics\u2019 direct hosting subcontractor); (iii) result from Applications, equipment, software or other technology and\/or third party equipment, software or other technology (other than third party equipment within enautics\u2019 direct control); or (iv) arise from enautics\u2019 suspension and termination of Customer\u2019s right to use the enautics Services in accordance with the TOS, (v) scheduled maintenance; or (vi) problems or issues related to alpha, beta or not otherwise generally available enautics features or products (collectively, the \u201cExclusions\u201d).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7d2a990 elementor-widget elementor-widget-text-editor\" data-id=\"7d2a990\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>5. Sole Remedy<\/h3><p>Service Credits shall be your sole and exclusive remedy for any unavailability or nonperformance of the enautics Services or other failure by us to provide the enautics Services.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>enautics SaaS Service Level Agreement Last Updated September 10, 2020 This enautics SaaS Service Level Agreement (\u201cSLA\u201d) governs the use of the enautics SaaS under the terms of the enautics Terms of Service (the \u201cTOS\u201d) between enautics GmbH. (\u201cenautics\u201d, \u201cus\u201d or \u201cwe\u201d) and users of the enautics SaaS (\u201cyou\u201d or \u201cCustomer\u201d). This SLA applies separately [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-1551","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/enautics.de\/en\/wp-json\/wp\/v2\/pages\/1551","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enautics.de\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/enautics.de\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/enautics.de\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/enautics.de\/en\/wp-json\/wp\/v2\/comments?post=1551"}],"version-history":[{"count":3,"href":"https:\/\/enautics.de\/en\/wp-json\/wp\/v2\/pages\/1551\/revisions"}],"predecessor-version":[{"id":15123,"href":"https:\/\/enautics.de\/en\/wp-json\/wp\/v2\/pages\/1551\/revisions\/15123"}],"wp:attachment":[{"href":"https:\/\/enautics.de\/en\/wp-json\/wp\/v2\/media?parent=1551"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}