Authentise Service Level Agreement
Last Updated Feb, 2023
Service Commitments and Service Credits
Credit Request and Payment Procedures
This Authentise Service Level Agreement (“SLA”) is a policy governing the use of Authentise Flows and other Authentise services and modules (collectively “Authentise”) under the terms of the Authentise Service Agreement (the “Service Agreement”) between Authentise, Inc. and its affiliates (“Authentise”, “us” or “we”) and users of Authentise’ services (“you”). This SLA applies separately to each account using Authentise. Unless otherwise provided herein, this SLA is subject to the terms of the Service Agreement and capitalized terms will have the meaning specified in the Service Agreement. We reserve the right to change the terms of this SLA in accordance with the Service Agreement.
Authentise will use commercially reasonable efforts to make Authentise available with a Monthly Uptime Percentage (defined below) of at least 90%, in each case during any monthly billing cycle (the “Service Commitment”). To achieve this, our Recovery Time Objective and Recovery Point Objectives are 24 hours. In the event Authentise does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments made for setup or configuration) to Authentise for the service affected for the monthly billing cycle in which the Service Unavailability occurred in accordance with the schedule below.
Monthly Uptime Percentage | Service Credit Percentage |
Less than 90% but equal to or greater than 80% | 10% |
Less than 80% but equal to or greater than 70% | 30% |
Less than 70% | 50% |
We will apply any Service Credits only against future Authentise payments otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from Authentise. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Service Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Authentise is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
To receive a Service Credit, you must submit a claim by opening a case in the Authentise Support Center. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
The Service Commitment does not apply to any unavailability, suspension or termination of Authentise, or any other Authentise performance issues: (i) that result from a suspension of the service to the user on account of payment arrears by you; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Authentise; (iii) that result from any actions or inactions of you or any third party (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (v) that result from any maintenance as provided for pursuant to the Service Agreement; or (vi) arising from our suspension and termination of your right to use Authentise in accordance with the Service Agreement (collectively, the “Authentise SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.