{"id":3534,"date":"2023-08-08T11:37:03","date_gmt":"2023-08-08T15:37:03","guid":{"rendered":"https:\/\/linguix.com\/blog\/?page_id=3534"},"modified":"2023-08-08T11:37:04","modified_gmt":"2023-08-08T15:37:04","slug":"service-level-agreement-sla","status":"publish","type":"page","link":"https:\/\/linguix.com\/blog\/service-level-agreement-sla\/","title":{"rendered":"Service Level Agreement (\u201cSLA\u201d)"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" id=\"definitions\">Definitions<a href=\"https:\/\/sapling.ai\/docs\/api\/sla\/#definitions\">\u200b<\/a><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Linguix<\/strong>\u00a0or <strong>Textly, Inc<\/strong>., the provider of the Services, while\u00a0<strong>Customer<\/strong>\u00a0refers to the user of Services.<\/li>\n\n\n\n<li><strong>Service<\/strong>\u00a0and\u00a0<strong>Services<\/strong>\u00a0Refers to the Linguix API, accessible at\u00a0<code><a href=\"https:\/\/linguix.com\/developer-api\">https:\/\/linguix.com\/developer-api<\/a><\/code> as well as via REST API requests sent to https:\/\/api.linguix.com\/api\/v1.<\/li>\n\n\n\n<li><strong>Monthly Uptime<\/strong>\u00a0is calculated by taking the percentage of time when the Services were Unavailable during a given month and subtracting that from 100%.<\/li>\n\n\n\n<li><strong>Unavailable<\/strong>&nbsp;and&nbsp;<strong>Unavailability<\/strong>&nbsp;mean that the Services were not reachable (for example, returning 400 or 404 error codes) or that the Service latency exceeds agreed upon percentile thresholds in the service agreement over a period of at least one hour and at least 100 API transactions.<\/li>\n\n\n\n<li><strong>Service Credits<\/strong>\u00a0refer to the percentage of the monthly bill that will be credited against future payments.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"service-commitments\">Service Commitments<a href=\"https:\/\/sapling.ai\/docs\/api\/sla\/#service-commitments\">\u200b<\/a><\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th>Monthly Uptime<\/th><th>Service Credits<\/th><\/tr><\/thead><tbody><tr><td>Less than 99.7% but equal to or greater than 99.0%<\/td><td>10%<\/td><\/tr><tr><td>Less than 99.0% but equal to or greater than 95.0%<\/td><td>30%<\/td><\/tr><tr><td>Less than 95.0%<\/td><td>100%<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"credit-requests-and-payment\">Credit Requests and Payment<a href=\"https:\/\/sapling.ai\/docs\/api\/sla\/#credit-requests-and-payment\">\u200b<\/a><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To report periods of Unavailability and receive Service Credits, please send an email to\u00a0support@linguix.com\u00a0and include the email used to subscribe to the Services as well as evidence of the outage (for example, request logs).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If we validate the request, Linguix will issue the Service Credits within one billing cycle.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"exclusions\">Exclusions<a href=\"https:\/\/sapling.ai\/docs\/api\/sla\/#exclusions\">\u200b<\/a><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Notwithstanding any provision in this Agreement to the contrary, no Unavailability will be deemed to have occurred if Unavailability: (i) is caused by factors outside of Linguix&#8217;s reasonable control, including outages from Amazon Web Services and Force Majeure events such as natural catastrophes; (ii) results from any actions or inaction of Customer; (iii) occurs during Linguix&#8217;s scheduled maintenance hours when at least 48 hours of advance written notice was provided; (iv) occurs due to use of alpha\/beta\/experimental services not generally available to other customers.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Definitions\u200b Service Commitments\u200b Monthly Uptime Service Credits Less than 99.7% but equal to or greater than 99.0% 10% Less than 99.0% but equal to or greater than 95.0% 30% Less than 95.0% 100% Credit Requests and Payment\u200b To report periods of Unavailability and receive Service Credits, please send an email to\u00a0support@linguix.com\u00a0and include the email used [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-3534","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v20.8 (Yoast SEO v28.2) - 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