Termes et confidentialité

This APIGIT Service Level Agreement (“SLA”) is a policy governing the use of our Products and Services under the terms of the APIGIT Subscription Agreement between APIGIT Inc. and its affiliates (“APIGIT”, “us” or “we”) and users of APIGIT’s services (“you”). Unless otherwise provided herein, this SLA is subject to the terms of the APIGIT Subscription Agreement. We reserve the right to change the terms of this SLA in accordance with the APIGIT Suscription Agreement. APIGIT will use commercially reasonable efforts to ensure that the Services meet the Uptime Commitment as described below:

1. Support

Enterprise Support is available from the APIGIT Support team ("Support Team") Monday through Friday, 24 hours a day PT, excluding holidays ("Business Hours"). Currently, the holidays APIGIT observes are: New Year's Day (January 1st), Martin Luther King, Jr. Day (3rd Monday of January), Presidents' Day (3rd Monday of February), Memorial Day (last Monday of May), Juneteenth (June 19th), Independence Day (July 4th), Labor Day (1st Monday of September), Thanksgiving (4th Thursday of November) and the Friday after, Christmas Eve (December 24th), and Christmas Day (December 25th). "PT" means Pacific Standard Time or Pacific Daylight Time, whichever is currently in effect for the Pacific Time Zone. Requests may be submitted on a 24/7 basis via email to support@apigit.com, and the Support Team will provide an initial response and acknowledgment within one (1) business day.

2. Customer Responsibility

The Support Team must be able to reproduce an error to resolve it. You agree to cooperate and work closely with the Support Team to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and as appropriate.

3. Support Response Guidelines

When submitting a support request, you must (i) provide APIGIT with all information necessary to address the request, and (ii) respond promptly with any information reasonably requested by APIGIT to clarify the support request. Upon receipt, APIGIT will respond as detailed in Section 1 of this Policy.

4. Availability

4.1 Uptime Commitment

The Services will be operational and available for use by you in accordance with the Agreement on a 24 x 7 x 365 basis with an uptime commitment of 99.9% for each calendar month ("Uptime Commitment").

4.2 Scheduled Maintenance

The calculation of uptime will not include Scheduled Maintenance. "Scheduled Maintenance" refers to APIGIT's scheduled routine maintenance.

5. APIGIT SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of APIGIT services, or any other APIGIT performance issues that result from: (i) factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of APIGIT; (ii) any actions or inactions of you or any third party; (iii) your equipment, software, or other technology and/or third-party equipment, software, or other technology (other than third-party equipment within our direct control); (iv) our suspension or termination of your right to use our Products or Services in accordance with the APIGIT Suscription Agreement; (v) exceeding usage limits stated in the APIGIT documentation; (vi) using the Products or Services in a way that is not recommended; (vii) Scheduled Maintenance; or (viii) making unauthorized modifications to the Products or Services.