SLA
The system availability commitment (SLA) for GreenNode MaaS, covering the monthly uptime commitment, the definition of Downtime, the calculation formulas and the excluded cases.
Monthly uptime commitment
99.9%
Time the API requests are not served (server stops operating)
No more than 43 minutes 50 seconds per month
Definitions
Monthly Uptime Period
The total number of minutes in the month minus the total number of minutes in that month during which the Service system is in the Unavailable State due to Party A's fault, excluding maintenance windows, Service suspension caused by a Force Majeure Event and other excluded cases
Unavailable State (Downtime)
The state in which one or more of the cases listed in the Unavailable State section below occurs
Monthly Uptime Rate
100% minus the Monthly Downtime Rate
Monthly Downtime Rate
The total time in the month during which the system is in the Unavailable State, divided by the total time in the month, multiplied by 100
Unavailable State (Downtime)
The system is in the Unavailable State when one or more of the following cases occurs:
a
The system stops responding
b
Server down time
Calculation formulas
Monthly Downtime Rate
(Total time in the Unavailable State during the month ÷ Total time in the month) × 100
Monthly Uptime Rate
100% − Monthly Downtime Rate
Monthly Uptime Period
Total minutes in the month − Total minutes in the Unavailable State due to Party A's fault
Exclusions from Downtime
Maintenance windows
System maintenance periods
Force Majeure Event
Service suspension caused by a Force Majeure Event
Causes outside Party A's fault
Downtime is counted only when the Unavailable State arises from Party A's fault
Other cases
Other cases excluded under the terms of the service contract
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