Service Level Agreement (SLA)

Ipregistry will use reasonable commercial efforts to provide to Enterprise Customers a Monthly Uptime Percentage of at least 99.99% for its API Service (the "Service Level Objective" or "SLO"). Capitalized terms not defined in this SLA will have the meanings given to them in the Terms of Use and associated agreements.

If Ipregistry does not meet the SLO, and if Enterprise Customer meets its obligations under this SLA, Enterprise Customer will be eligible to receive the Service Credit described below. This SLA states Enterprise Customer's sole and exclusive remedy for any failure by Ipregistry to meet the SLO.

1. Service Credits

Service Credits are calculated as a percentage of the total fees paid by you for accessing the API in the billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

Service Credits are not refunded, cannot be exchanged into a cash amount, are capped at 50% of the amount due for one (1) month of paid service, require you to have paid any outstanding invoices, and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by Ipregistry to meet its obligations under this SLA.

2. Customer Must Request Service Credits

To receive a Service Credit, Enterprise Customer submit a claim by email to [email protected]. To be eligible, the credit request must be received by us at late 30 days after which the incident occurred and must include:

1. the words "SLA Credit Request" in the subject line;
2. the email address of the account on Ipregistry that experienced the incident;
3. your request logs that document claimed incident(s) when Ipregistry did not meet the SLO (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than the applicable SLO, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit. If a dispute arises with respect to this SLA, Ipregistry will make a determination in good faith based on the available information, which Ipregistry may make available for auditing by Customer at Customer's request.

3. SLA Exclusions

The SLA does not apply to any:

• features designated Experimental or Preview (unless otherwise set forth in the associated Documentation or if the controlling Agreement specifically states the SLA applies);
• performance issues or errors:
  • caused by factors outside of Ipregistry's reasonable control;
  • that resulted from any actions or inactions of Customer or any third parties;
  • that resulted from Customer's or a third party's software or hardware;
  • that resulted from abuses or other behaviors that violate our Terms of Use and agreements;
  • that resulted from quotas applied by the system;
  • that resulted from Customer use of the API inconsistent with the Documentation, including but not limited to invalid requests, unauthorized use, or inaccessible data.
• Scheduled maintenance or reasonable emergency maintenance.

4. Definitions

"Downtime" means the average server-side response time for a Valid Request is greater than three seconds. Downtime is measured for the Ipregistry API based on the global server-side response time thresholds.

"Downtime Period" means a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of fewer than ten minutes will not be counted towards any Downtime Periods. Downtime as part of scheduled maintenance will not be counted towards any Downtime Periods.

"Enterprise Customer" means a Customer who has subscribed to the Ipregistry Enterprise plan and pays a monthly fee to access the Ipregistry API.

"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month, divided by the total number of minutes in a calendar month.

"Service Credit Percentage" means the percentage of monthly bill for accessing the Ipregistry API which does not meet SLO that may be credited to future monthly bills of an eligible Customer account.

"Valid Requests" are requests that conform to the Documentation, and that would normally result in a non-Error response.