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Pega Cloud service level agreement

The Pega Cloud Production Environment Service Level Agreement (SLA) is a policy that governs the use of Pega Cloud Production Environments under the terms of the Customer's Pega Cloud Agreement.

Pegasystems will use commercially reasonable efforts to make the Pega Cloud Production Environment available with a Monthly Uptime Percentage of 99.95% (the service level agreement, or “SLA”), as calculated below.

SLA calculation

Where:

  • "Scheduled Availability" means the total number of minutes in the Subscription Month during which the Production Environment is scheduled to be available, per Pega Cloud Support Services.
  • “Unavailability” means the number of minutes that the Production Environment was unresponsive.

In the event that the Monthly Uptime Percentage does not meet the SLA during a Subscription Month, Customer is eligible to receive a credit equal to 10% of the Subscription fees for such Subscription Month. Pegasystems will apply any SLA credits against Subscription fees due under the applicable Schedule in future months.

To receive an SLA credit, Customer must submit a written request to Pegasystems. The request must include the dates and times of each incident of Unavailability, within 30 days of the end of the Subscription Month in which the alleged Unavailability occurred. If the Monthly Uptime Percentage is confirmed by Pegasystems not to have met the SLA, then Pegasystems will issue the SLA credit to Customer within one billing cycle following the month in which the request is received.

Customer acknowledges that this SLA does not apply to Unavailability that may result from temporary suspension of the Subscription in the event of a denial-of-service (DoS) attack or other external event that Pegasystems reasonably determines may create a risk to the Subscription. During such times, Pegasystems will use reasonable efforts to give Customer prompt email notice of the suspension, as well as updates regarding resumption of service.

Unless your contract provides otherwise, Customer's sole and exclusive remedy for the Subscription not meeting the SLA is the receipt of an SLA credit as described in this policy. Any Unavailability that is the basis for an SLA credit cannot be the basis for a future claim.

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Published April 22, 2016 — Updated November 9, 2018


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