Update: November 3, 2025
Service Level Agreement (SLA)
Extravaganza Business Services Knowledge Base Cloud
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During the Term of the agreement under which Extravaganza Business Services has agreed to provide Extravaganza Business Services Cloud Services to Customer (as applicable, the “Agreement”), the applicable Covered Service(s) will provide Monthly Uptime Percentage to Customer as follows (the “Service Level Objective” or “SLO”) in this agreement.
Service Level Objective
| Covered Service | Monthly Uptime Percentage |
|---|---|
| Knowledge Base Cloud Service | >= 99.9% |
If Extravaganza Business Services does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credit described below. This SLA states Customer’s sole and exclusive remedy for any failure by Extravaganza Business Services to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in this Agreement. If the Agreement authorizes the resale or supply of Extravaganza Business Services Cloud Services under an Extravaganza Business Services Cloud Services partner or reseller program, then all references to Customer in this SLA mean Partner or Reseller (as applicable), and any Financial Credit(s) will only apply for impacted Partner or Reseller order(s) under the Agreement.
Financial Credit
It means the following for the Covered Service (except as otherwise set forth below).
| Monthly Uptime Percentage | Percentage of monthly settlement for the applicable Covered Service(s) which does not meet SLO that will be credited to future monthly settlements of Customer account |
|---|---|
| 99.00% - < 99.9% | 10% |
| 95.00% - < 99.00% | 25% |
| < 95.00% | 50% |
Financial Credit Request
In order to receive any of the Financial Credits described above, Customer must notify Extravaganza Business Services technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit (as a top up to Customer account). Failure to comply with this requirement will forfeit Customer’s right to receive a Financial Credit.
Maximum Financial Credit
The aggregate maximum number of Financial Credits to be issued by Extravaganza Business Services to Customer for any and all Downtime Periods that occurs in a single calendar month will not exceed 50% of the amount due by Customer for the applicable Covered Service for the applicable month. Financial Credit will be made in the form of a monetary credit applied to future use of the Service (as a top up to Customer account) and will be applied within 60 days after the Financial Credit was requested.
SLA Measurement
SLA measurement occurs monthly and is performed within the service provider’s cloud environment using tools provided by the service provider. SLA measurement does not occur at the Customer (end-user) environment level.
SLA Executions
The SLA does not apply to any:
- Features or Services designated as Alpha or Beta (unless otherwise set forth in the associated Agreement).
- Features or Services excluded from the SLA (in the associated Agreement).
- Errors caused by factors outside of Extravaganza Business Services’s reasonable control.
- Errors that resulted from Customer’s software or hardware or third party software or hardware, or both.
- Errors that resulted from abuses or other behaviors that violate the Agreement.
- Errors that resulted from quotas listed in the Cloud Management console.
Definitions
Covered Service means Knowledge Base Cloud Service.
Downtime means average latency of greater than ten seconds. Downtime is measured based on server side error rate.
Downtime Period means a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods.
Monthly Uptime Percentage means 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.
Scheduled Downtime means those times where Extravaganza Business Services notifies Customers of periods of Downtime five days before the commencement of such Downtime. There will be no more than twelve hours of Scheduled Downtime per calendar year. Scheduled Downtime is not considered Downtime for purposes of this Knowledge Base Cloud SLA, and will not be counted towards any Downtime Periods.
Changes to Service Level Agreement
Extravaganza Business Services may update this Service Level Agreement from time to time. When Extravaganza Business Services does, Extravaganza Business Services will publish an updated version and effective date on this page, unless another type of notice is required by applicable law. By continuing to use Extravaganza Business Services websites, products and services after a revision takes effect, it is considered that users have read and understand the changes.
Previous versions of the Service Level Agreement are available Knowledge Base Cloud SLA previous versions.
Additional Information
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