MessageBird 服务水平协议
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This Service Level Agreement (“SLA”) governs your use of SLA Eligible Services (as defined in the table below). Capitalized terms used in this SLA but not defined below are defined in the Agreement. Unless otherwise agreed in an Order Form, no service level agreement applies to Services that are not qualified as an SLA Eligible Service in this SLA. We reserve the right to change the terms of this SLA in accordance with the Agreement.
Uptime. Unless otherwise agreed in the Order Form, we will use commercially reasonable efforts to make each SLA Eligible Service you purchase available with an Uptime Percentage of at least the Uptime Percentage Threshold for the applicable SLA Eligible Service listed in the table below.
SLA 适用服务
Uptime Percentage for SLA Eligible Service
(per column on the left)
UPTIME PERCENTAGE THRESHOLD
Uptime Percentage for each individual SLA Eligible Service is calculated by us by subtracting from 100% the percentage of continuous five (5) minute periods during a given calendar month in which the applicable SLA Eligible Service was Unavailable excluding any Uptime Exclusions.
每月 99.9%
Uptime Percentage for each individual SLA Eligible SMS Service is calculated by us by subtracting from 100% the percentage of continuous five (5) minute periods during a given calendar month in which the applicable SLA Eligible SMS Service was Unavailable excluding any Uptime Exclusions.
每月 99.95%
Uptime Percentage for each individual SLA Eligible Service is calculated by us by subtracting from 100% the percentage of seconds during a given calendar month in which the relevant SLA Eligible Service was Unavailable excluding any Uptime Exclusions.
每月 99.99%
正常运行时间百分比是指API在全年期间响应请求的时间百分比，该时间百分比将由我们计算，通过从100%中减去年度期限内不可用的五(5)分钟时间段的百分比，不包括任何正常运行时间排除项。
每年 99.95%
Uptime Percentage is the percentage of time during which the API is responsive to requests on an annual basis which will be calculated by us by subtracting from 100% the percentage of five (5) minute periods of Unavailability during an annual term excluding any Uptime Exclusions
每年 99.95%
Uptime Percentage for each Video Service is calculated by us by the following formula:
Uptime percentage % = ((time available - Unavailability)/time available) x 100%
每月 99.9%
正常运行百分比是指在测量期间内，SLA合格服务可用的时间，排除任何正常运行排除项。测量期是从激活日期开始的一年（1）到每个下一年同一日期的开始。
我们将尽合理商业努力，在通知后的四（4）小时内解决任何不可用情况（“修复时间”，也称为“TTR”）。TTR仅适用于SLA合格服务不可用的情况。不适用于SLA合格服务降低提供或SLA合格服务质量的问题。
在发生离网问题时，四（4）小时的TTR承诺不适用。
每年 99.9%
正常运行时间百分比是在测量期间内，除去任何正常运行时间的排除情况外，SLA合格服务可用的时间。测量期为自激活日期起一年（1年），并在每年同一天开始的新一年。
我们将尽合理的商业努力，在收到通知后的四（4）小时内解决任何不可用情况（“修复时间”也称为“TTR”）。TTR仅适用于SLA合格服务不可用的情况。不适用于与SLA合格服务的减少提供或服务质量相关的故障。
在发生Off-net问题时，四（4）小时TTR承诺不适用。“Off-net问题”是指任何需要对第三方运营或拥有的系统或网络采取行动的问题。在这些情况下，我们将尽合理的商业努力，力求实现八（8）小时的TTR，但在这方面不适用服务信用。
每年 99.9%
正常运行时间百分比是指在排除任何正常运行时间排除期间，SLA合格服务在测量期间可用的时间。测量期间是自激活之日起的一（1）年，并且每年从同一天开始。
我们将使用合理的商业努力在接到通知后四（4）小时内解决任何不可用情况（“修复时间”，也称为“TTR”）。TTR仅适用于SLA合格服务不可用的情况。它不适用于与SLA合格服务减少提供或SLA合格服务质量相关的故障。
在遇到Off-net问题时，四（4）小时的TTR承诺不适用。“Off-net问题”是指需要在第三方运营或拥有的系统或网络中进行操作的任何问题。在这些情况下，我们将尽合理的商业努力，力争实现八（8）小时的TTR，但在这方面不适用服务积分。
每年 99.9%
“Unavailable” 或 “Unavailability” 根据特定的SLA合格服务表示以下含义：
SLA 适用服务
定义不可用或不可用状态
不可用是指一个 (1) 或多个合乎服务等级协议的服务无法使用。
不可用性是根据我们自行决定聘请的第三方性能和监控服务确定的（简称为“监控服务”）。监控服务将是不可用性的唯一决定者。监控服务的可用性报告目前可在 status.messagebird.com 获得； 前提是与任何正常运行时间排除相关的服务问题或中断不应被视为不可用。不可用性是根据每个独立的合乎服务等级协议的服务计算的，而不是作为一个总和、平均或聚合的合乎服务等级协议的服务。
Unavailability is determined according to third party performance and monitoring services contracted by us at our sole discretion (the “Monitoring Service''). The Monitoring Service will be the sole determinator of unavailability. The Monitoring Service reports of availability are currently available at status.messagebird.com; provided that service issues or outages relating to any Uptime Exclusions shall not be deemed as unavailability. Unavailability is calculated per each individual SLA Eligible Service Platform Service, not combined as a total, averaged, or aggregated across the SLA Eligible ServicePlatform Services.
不可用是指在某一秒钟内，您尝试执行以下操作： (a) 对SLA合格服务进行API调用，并且由于SLA合格服务的服务器端超时或内部服务错误，所有这些API调用均失败；和/或 (b) 对SLA合格服务进行SMTP注入，并且由于SLA合格服务的服务器端超时或内部服务错误，所有这些SMTP注入均失败。
不可用性是根据每个单独的SLA合格服务计算的，而不是作为总数、平均值或聚合在一起计算的。
Unavailable is any period of time during which the API is non-responsive to requests, or the notification publishing throughput goes below one hundred thousand (100,000) notifications per minute. “API” means the Pusher REST API through which the services are delivered.
Unavailable is the time the SLA Eligible Service is not fully operational available for use by you and your users in accordance with the Agreement. The availability statistics for the SLA Eligible Service can be found at status.messagebird.com.
Unavailable is any period of time during which the SLA Eligible Service has a loss of signal in one (1) or both transmission directions. In all other cases, the SLA Eligible Service is considered to be available. Unavailability for each SLA Eligible Service is measured per number, not combined as a total, averaged, or aggregated across the SLA Eligible Service
Unavailable is any period of time during which the SLA Eligible Service has a loss of signal in one (1) or both transmission directions. In all other cases, the SLA Eligible Service is considered to be available. Unavailability for each SLA Eligible Service is measured per number, not combined as a total, averaged, or aggregated across the SLA Eligible Service.
Unavailable is any period of time during which the SLA Eligible Service has a loss of signal in one (1) or both transmission directions for an SLA Eligible Service. In all other cases, the SLA Eligible Serviceis considered to be available. Unavailability for each SLA Eligible Service is measured per number, not combined as a total, averaged, or aggregated across SLA Eligible Services.
Except for fraud or demonstrable material reporting errors, our data in respect of each SLA Eligible Service is binding and final.
For purposes of calculating whether we have met the applicable Uptime Percentage Threshold and notwithstanding anything to the contrary, a SLA Eligible Service will not be considered to be Unavailable if such Unavailability is caused by or arises out of one of the following (“Uptime Exclusions”):
Factors outside of our reasonable control, including, without limitation, any force majeure event, weather event, influences of buildings and structures (where applicable to the relevant SLA Eligible Services), telecommunications provider-related problems or issues, internet access or related problems occurring beyond the demarcation point of our service (or of our direct hosting subcontractors (i.e beyond the point in the network where we maintain access and control over the relevant Services), compliance with a regulatory requirement, direction or like obligation under or pursuant to applicable law;
Any action or inaction by you, your users, or any third party (other than our agents and subcontractors) including, where applicable to the SLA Eligible Services, your failure to comply with our instructions and your failure to provide reasonable access to relevant equipment;
Issues resulting from or arising out of your applications (including Customer Applications), equipment, software or other technology and/or third party equipment, software or other technology not provided by MessageBird (including, if applicable, any of its Affiliates) under the Order Form;
Our ability to suspend or terminate your access to the applicable Service in accordance with the Agreement;
Non-production use of the Email Service;
Any scheduled maintenance;
Maintenance on the Video Service including scheduled maintenance, disaster recovery testing, or to optimize or repair the Video Services that may impact the availability of the Video Services, provided we notify you seven (7) working days in advance of such maintenance. Any scheduled maintenance of the Video Services will not be performed between 08:00 - 20:00 CET.
Unscheduled maintenance on the Push Notification API Service that is performed outside of normal business hours of 09:00 to 17:00 UTC, provided that we have used reasonable endeavors to give you at least four (4) hours’ advance notice;
Emergency maintenance on the Services, including maintenance on critical system changes that cannot wait for scheduled maintenance;
Use of the applicable SLA Eligible Service in breach of the Agreement;
Beta Products; and
Updates or modifications to Telserv Services, provided that Telserv Service notified you of possible updates or modifications;
In the event we do not meet the applicable Uptime Percentage Threshold for the SLA Eligible Service you purchased, you will be entitled to request the applicable Service Credit listed in the table below. In each case you believe you are entitled to a Service Credit, you must notify us of such entitlement based on the applicable Credit Request Procedure below.
Who cannot claim. You will not be eligible for any Service Credits if (i) you breached the Agreement, or (ii) your claim relates to an aspect of our Services for which Service Credits do not apply (including where Service Credits are not specified as applicable in any Order Form, the Agreement, the Product Specific Terms or otherwise), or (iii) if you use an SLA Eligible Service by means of a free or pay as you go plan through an online self service portal.
SLA 适用服务
Service Credit for SLA Eligible Service
(per column on the left)
Credit Request Procedure
Failure to comply with these Service Credit request procedures will forfeit your right to receive a Service Credit.
A credit of ten percent (10%) of the pro rata fee paid by you for the specific SLA Eligible Service experiencing Unavailability during the calendar month in which the Uptime Percentage falls below the Uptime Percentage Threshold.
您必须在停用事件发生之日起三十（30）天内在这里提交工单。
工单必须包括(i) “SLA Claim” 作为工单的主题；(ii) 您请求信用的停用日期和时间；以及(iii) 任何适用的信息来证明所声称的停机。未遵循这些服务信用请求程序将丧失您获得服务信用的权利。
如果我们确定您有资格获得服务信用，我们将在服务信用被我们批准后的六十（60）天内应用任何此类服务信用。
A credit of ten percent (10%) of the pro rata fee paid by you for the specific SLA Eligible Platform Service experiencing Unavailability during the calendar month in which the Uptime Percentage falls below the Uptime Percentage Threshold.
您必须在停用发生之日起三十 (30) 天内在这里提交票据。
票据必须包括 (i) 票据主题为“SLA Claim”；(ii) 您请求信用的停用日期和时间；以及 (iii) 任何记录所要求停机的相关信息。不遵守这些服务信用请求程序将丧失您获得服务信用的权利。
如果我们确定您符合获得服务信用的条件，我们将在服务信用获得我们批准后的六十 (60) 天内应用任何此类服务信用。
A credit of five percent (5%) of the pro rata fee paid for the relevant SLA Eligible Service during the calendar month in which the Monthly Uptime Percentage falls below the Monthly Uptime Percentage Threshold for that SLA Eligible Service. Service Credits for the SLA Eligible Service will not exceed fifty percent (50%) of fees payable for the SLA Eligible Service in a single month. Service credits that would be available but for this limitation will not be carried forward to a future billing period.
To request a Service Credit, you must notify your Account Manager in writing by email within thirty (30) days from the time you become eligible for a Service Credit, with a copy notice provided to support@sparkpost.com.
The email must include (i) “SLA Claim” as the subject of the email; (ii) the dates and times of the Unavailability for which you are requesting credit; and (iii) any applicable information that documents the claimed outage.
If we determine that you are eligible for a Service Credit, we will apply any such Service Credits within sixty (60) days after the Service Credit was approved by us.
Every thirty (30) minutes of Unavailability is equal to five percent (5%) of the fees payable for the SLA Eligible Service affected by Unavailability, provided that the maximum aggregate service credit that can be applied for any billing period will not exceed 100% of the fees payable during that billing period. Service credits that would be available but for this limitation will not be carried forward to a future billing period.
You must notify your Account Manager to inquire about your eligibility for any Service Credits.
Any Service Credits due will be shown as a deduction from the amount due from you in the invoice for the billing period to which such Service Credits relate, or in any future invoice issued by us under the Agreement, with a clear indication of the billing period to which such Service Credits relate. Any Service Credits due to you for the last month of the Contract shall be refunded by us.
A credit of one (1) day of additional SLA Eligible Service shall be added to the end of the billing cycle for every 0.1% below the Uptime Percentage Threshold for the applicable Video Service.
要请求服务积分，您必须在符合获得服务积分资格后的三十（30）天内通过电子邮件以书面形式通知您的账户经理，并向support@24sessions.com提供一份通知副本。
电子邮件必须包括 (i) "SLA Claim" 作为电子邮件的主题；(ii) 您申请积分的不可用日期和时间；以及 (iii) 任何适用于所声明的停机的证明信息。
不可用性如下：
99.89% - 99.80% 等于年度 MRC 的 15%；
99.79% - 99.70% 等于年度 MRC 的 20%；
低于 99.70% 等于年度 MRC 的 30%。定期产生的总费用
（周期性，一般为每月），
与 SLA 合格服务的使用无关 是月度经常性费用（“MRC”）。
Premium Rate 或 Shared Cost Numbers 的 TTR（修复时间）如下：
>4 和 ≤6 小时等于年度 MRC 的 10%；
>6 和 ≤8 小时等于年度 MRC 的 20%；
>8 和 ≤10 小时等于年度 MRC 的 30%；
>10 小时等于年度 MRC 的 40%。
所有其他 Numbers 的 TTR 如下：
>4 和 ≤6 小时等于平均通话费用的 1%；
>6 和 ≤8 小时等于平均通话费用的 2%；
>8 和 ≤10 小时等于平均通话费用的 3%；
>10 小时等于平均通话费用的 4%。
平均通话费用是事件前最近三个月开具的通话费用的平均值。
在任何情况下，任何一年内的服务积分不得超过 €5,000。因此限制而不可用的服务积分将不会结转到将来的计费期。
The TTR is definitively measured by the Fault Management System (“FMS”). The FMS starts when you report a failure in conformity in accordance with this SLA and a report is opened by the us. The TTR ends when we have solved the issue and we closed the report. We will attempt to alert you when the failure has been resolved. If the SLA Eligible Service is not repaired within the TTR (excluding Off-net issues), you can submit a request for a Service Credit.
You must report SLA Eligible Service failures in writing to your Account Manager, citing the reasons within thirty (30) days from the end of the applicable measurement period or from the relevant event of a TTR, whichever applies. Your report should clearly identify that you are requesting Service Credit.
If we determine that you are eligible for a Service Credit, we will apply any such Service Credits within sixty (60) days after the Service Credit was approved by us.
不可用情况如下：
99.89% - 99.80% 相当于年 MRC 的 15%；
99.79% - 99.70% 相当于年 MRC 的 20% ；
小于 99.70% 相当于年 MRC 的 30%。定期（通常为每月）产生的
常规费用，不依赖于 SLA 合格服务的使用，是月度经常性费用（“MRC”）。
Premium Rate 或 Shared Cost Numbers 的 TTR（修复时间）如下：
>4 小时且 ≤6 小时相当于年 MRC 的 10%；
>6 小时且 ≤8 小时相当于年 MRC 的 20%；
>8 小时且 ≤10 小时相当于年 MRC 的 30%；
>10 小时相当于年 MRC 的 40%。
其他号码的 TTR 如下：
>4 小时且 ≤6 小时相当于平均通话费用的 1%；
>6 小时且 ≤8 小时相当于平均通话费用的 2%；
>8 小时且 ≤10 小时相当于平均通话费用的 3%；
>10 小时相当于平均通话费用的 4%。
平均通话费用是事件前三个月内开具的通话费用的平均值。
任何情况下，任何一年内的服务积分均不得超过 €5,000。因这一限制而无法使用的服务积分不会结转到未来的账单周期。
TTR 由故障管理系统（“FMS”）明确测量。FMS 从您根据本 SLA 报告不合格故障并由我们打开报告时开始。TTR 在我们解决问题并关闭报告时结束。我们将尝试在故障解决后通知您。如果 SLA 合格服务未在 TTR 内修复（不包括网络外问题），您可以提交服务积分请求。
您必须在适用测量期结束后或相应的 TTR 事件发生后（以较早者为准）三十（30）天内，以书面形式向您的客户经理报告 SLA 合格服务故障，并说明原因。您的报告应明确表明您正在请求服务积分。
如果我们确定您有资格获得服务积分，我们将在服务积分获得批准后的六十（60）天内应用任何此类服务积分。
不可用率如下：
99.89% - 99.80% 等于年度 MRC 的 15%;
99.79% - 99.70% 等于年度 MRC 的 20%;
低于 99.70% 等于年度 MRC 的 30%。总的定期成本
反复产生（定期的，通常是每月），
与SLA合格服务的使用无关的 是月度经常性费用 ("MRC")。
Premium Rate 或 Shared Cost Numbers 的 TTR（修复时间）如下：
>4 和 ≤6 小时等于年度 MRC 的 10%;
>6 和 ≤8 小时等于年度 MRC 的 20%;
>8 和 ≤10 小时等于年度 MRC 的 30%;
>10 小时等于年度 MRC 的 40%。
其他号码的 TTR 如下：
>4 和 ≤6 小时等于平均通话费用的 1%;
>6 和 ≤8 小时等于平均通话费用的 2%;
>8 和 ≤10 小时等于平均通话费用的 3%;
>10 小时等于平均通话费用的 4%。
平均通话费用是指事件发生前三个月内所开具账单的通话费用的平均值。
在任何情况下，任一年度的服务信用不得超过 €5,000。由于该限制而无法使用的服务信用将不会结转到未来的账单周期。
通过 Telserv 故障管理系统（“FMS”）可以明确测量 TTR。当您根据本 SLA 报告不符合情况并由我们打开报告时，FMS 即开始。当我们解决问题并关闭报告时，TTR 就结束。我们会尝试在故障解决后通知您。如果 Telserv 服务在 TTR 内未修复（不包括离网问题），您可以提交请求以获得服务积分。
您必须立即以书面形式向您的客户经理报告符合 SLA 的服务故障，说明理由，并在适用的测量期结束后或 TTR 相关事件发生后三十（30）天内提出请求，以适用者为准。您的报告应明确表明您在请求服务积分。
如果我们确定您有资格获得服务积分，我们将在服务积分获得批准后的六十（60）天内应用该服务积分。
Service Credits are granted at our sole discretion and only after our confirmation of the nature and accuracy of any alleged Unavailability. Service Credits will not entitle you to any refund or other payment from us. Service Credits may not be transferred or applied to any other account and will be credited to any Prepaid Balance (or if none applies, a Prepaid Balance may be set up for you).
Sole Remedy. Unless otherwise expressly provided in the Agreement and to the fullest extent permitted by applicable law, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide each SLA Eligible Service is the receipt of a Service Credit (if eligible) in accordance with the terms of the Agreement.
