This Incident Lake Service Level Agreement (this "SLA") is a set of terms that applies to the service agreement (the "Incident Lake Service Agreement") between SIGQ Inc. (the "Company") and users of the service ("Registered Users"). Unless otherwise provided in this SLA, this SLA is subject to the terms and conditions of the Incident Lake Service Agreement, and terms defined in the Incident Lake Service Agreement shall have the same meanings in this SLA. The Company reserves the right to change the terms of this SLA in accordance with the Incident Lake Service Agreement.
In principle, the SLA is set uniformly for Incident Lake as a whole; however, a separate SLA may be set for specific features. In such case, the feature-specific SLA shall apply in preference to the common SLA.
Service Commitment
The Company will use its best efforts to ensure that the Monthly Uptime Percentage (as defined below) during each monthly billing period is 99.5% or higher. If any of the covered products or services does not meet the Service Commitment, Registered Users may receive Service Credits as set forth below.
Definitions
- Scheduled Downtime: A suspension of all or part of the Service that the Company carries out on a planned basis for system maintenance, inspection, updates, or other purposes, and of which the Company, in principle, notifies Registered Users at least three business days in advance. The Company may carry out an emergency suspension without prior notice for urgent security response or other unavoidable reasons, and even in such case will endeavor to notify Registered Users before or after the fact to the extent possible. Emergency suspensions shall be treated as included in Scheduled Downtime.
- Monthly Available Time: The total number of hours in the relevant month, excluding Scheduled Downtime. If Scheduled Downtime is extended beyond the originally announced period, the extended time shall not be included in Monthly Available Time.
- Down: A state in which all of the incident management features (viewing, creating, and updating incidents) and the admin console are simultaneously and completely unavailable for a continuous period of five minutes (300 seconds) or more, starting from the time the Company detects the failure. Cases in which only some features are unavailable, in which some features are merely restricted, or in which there is merely a decrease in response speed or other performance issue shall not constitute "Down."
- Monthly Downtime: The total amount of time within the relevant month determined to be "Down."
- Monthly Uptime Percentage: The percentage obtained by dividing Monthly Available Time minus Monthly Downtime by Monthly Available Time.
* (Monthly Available Time − Monthly Downtime) / Monthly Available Time × 100 (%)
Credits
If the Monthly Uptime Percentage does not meet the Service Commitment, the Company will issue Service Credits (discounts on fees) according to that percentage.
- Service Credits are automatically applied to the next invoice for fees issued by the Company to the Registered User after the credits are issued. If no such invoice is issued after the credits are issued due to an annual contract or other prepaid arrangement, the credits shall be applied to the fees at the next contract renewal, and if the contract ends without renewal, the applicable amount will be refunded by bank transfer.
- Service Credit amounts are calculated based on the fixed system fee portion of the Incident Lake fees. Initial fees, variable portions, and non-system fees are excluded from the calculation of Service Credit amounts. Where fees are set on a basis other than monthly, such as under an annual contract, the Service Credit is calculated by multiplying the Service Credit rate by the applicable fixed system fee converted to a monthly amount (for annual contracts, the annual amount divided by 12).
Monthly Uptime Percentage and Service Credit Rate
- 99.0% or higher but less than 99.5%: 5%
- 95.0% or higher but less than 99.0%: 10%
- 90.0% or higher but less than 95.0%: 20%
- Less than 90.0%: 30%
Checking Service Status
Incident Lake monitors its operational status in real time and automatically publishes the status of any failure when one occurs.
Please check the operational status of Incident Lake on the page below.
https://incidentlake.statuspage.datadoghq.com/
Monthly Uptime Percentage Calculation Example
Example: Scheduled Downtime of 6 hours is carried out on June 5, and outages of 3 minutes, 20 minutes, and 40 minutes occur on June 10, June 15, and June 20, respectively.
Monthly Available Time (in minutes)
Total time in month: 60 min × 24 hours × 30 days = 43,200 min
Scheduled Downtime: 60 min × 6 hours = 360 min
Monthly Available Time: 43,200 − 360 = 42,840 min
Monthly Downtime (in minutes)
- June 5: 0 min (Scheduled Downtime)
- June 10: 0 min (less than 5 minutes)
- June 15: 20 min
- June 20: 40 min
June total: 60 min
Monthly Uptime Percentage: (42,840 − 60) / 42,840 × 100 = 99.86%
Accordingly, the uptime for this month meets the Service Level Commitment.
Covered Support Channels
In principle, Incident Lake support is provided only through the support chat service in the admin console and channels such as Slack and Teams.
Inquiries made by email, telephone, or similar means are not covered by this SLA.
Claims and Payment Procedures
To receive Service Credits under this SLA, the Registered User must submit a request for Service Credits to the Company by the end of the month following the month in which the relevant failure occurred. The request must be made by either email or the chat service and must include the following.
- The words "Service Credit Request"
- The date and time of the failure giving rise to the Service Credits
If the Company confirms that the conditions for issuing Service Credits have been met, the applicable amount will be offset against the next invoice issued by the Company to the Registered User on or after the date the confirmation is completed. If no invoice is issued by the Company on or after the confirmation date due to an annual contract or other prepaid arrangement, the amount shall be applied to the fees at the next contract renewal, and if the contract ends without renewal due to cancellation or other reasons, the applicable amount will be refunded by bank transfer.
Exclusions
This SLA does not apply in the following cases.
- Features provided as alpha or beta versions
- Features described as "not covered by warranty" or "not supported" in related documentation such as the support site
- The following errors
• Errors caused by factors beyond the Company's reasonable control (including failures of third-party services such as Google Cloud, Slack, and email delivery)
• Errors caused by misconfiguration by the Registered User
• Errors occurring on the Registered User's equipment, network, or integrated systems that are not attributable to Incident Lake
• Errors caused by fraudulent activity or conduct in violation of the Incident Lake Terms of Service