Service Level Agreement (SLA)
Last Updated: May 21, 2026
This Agreement incorporates the Service Level Agreement Standard Terms available at https://commonpaper.com/standards/service-level-agreement/2.0 with the Variables below. A copy of the Standard Terms is attached for convenience only.
Target Uptime
Provider will make the Cloud Service available with a Target Uptime of 99.9%.
Service Credits
The Service Credit will be calculated as outlined in the table below:
| Actual Uptime Percentage | Percentage of monthly Cloud Service Fee |
|---|---|
| 98.0% to Target Uptime | 5.0% |
| 95.0% to 98.0% | 10.0% |
| under 95.0% | 15.0% |
Scheduled Downtime
Scheduled Downtime means the period where the Cloud Service is not available to Customer because Provider is performing routine or scheduled maintenance during the following time windows:
- 10:00pm to 2:00am Eastern (US & Canada) time during Sat and Sun.