The following definitions apply to the Sapien SLA:
“Covered Service” means the Sapien API for hosting conversational experiences, including any services built on top of this API and bots.
“Downtime” means any continuous 5 minute period during the Service Year in which the Sapien service was not available. Downtime is calculated by Sapien at its sole discretion using the Monitoring Service.
“Monitoring Service” is the service maintained by Sapien that provides reports of availability. See status.Sapien.com.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of cumulative downtime periods during the Service Month.
Sapien will use commercially reasonable efforts to make the Sapien service available 99.95% of the time.
This SLA does not apply to: (i) scheduled maintenance, (ii) features designated as Alpha or Beta, (iii) factors outside of Sapien’s reasonable control, (iv) factors resulting from your own software, hardware, or third-party software or hardware, or both, (vi) abuses or other behaviors that violate the TOS.
If you have any questions about these Terms, please contact us: [email protected]