Sapien Service Level Agreement (SLA)

Last Updated: February 18th, 2017

This Sapien Service Level Agreement (“SLA”) governs the use of the Sapien service under the terms of the Sapien Terms of Service (“TOS”) between Sapien, Inc. (“Sapien”) and users of the Sapien service (“you”). This SLA applies separately to each account using the Sapien service. Sapien reserves the right to change the terms of this SLA in accordance with the TOS.

Definitions

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.

Service Commitment

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.

Contact Us

If you have any questions about these Terms, please contact us: [email protected]