Service Level Agreement
The Service will be Available to Customer at least 99.9% average of the days in each Reporting Month, as defined herein, (the “SLA”) excluding scheduled and emergency maintenance detailed below. The following definitions apply in calculating the SLA:
- “Reporting Day” means each calendar day during the Subscription Term specified in the applicable Service Order.
- “Reporting Month” means each calendar month during the Subscription Term specified in the applicable Service Order.
- “Available” or “Availability” means, collectively: (a) the Service and Customer Data are continually operational and available for access and use by Customer; (b) Customer does not experience any material performance degradation in the Service or inoperability of any feature of the Service.
- v. “Maintenance” Kenna reserves the right to schedule platform maintenance downtime that does not contribute to Reporting Day (“the SLA”). Kenna also reserves the right to schedule immediate emergency platform maintenance with immediate email notice if deemed necessary by the Kenna Engineering department for the health and data integrity of Customer ‘s account.
Kenna shall constantly monitor the Service to proactively detect the Service’s Availability. Upon request, Kenna shall provide Customer with evidence that includes details about the Service’s Availability during the previous month.