Centage Service Level Agreement
This Centage Service Level Agreement (this “SLA”) is part of the “Agreement” as that term is defined in the Centage Service Terms. Capitalized terms used in this SLA have the meanings given below or in the Service Terms if not defined below.
1. Service Availability. Centage guarantees that the core features of the Services will be available at least 99% of the time during each calendar month, excluding reasonable maintenance. If the Services do not meet this availability commitment Customer is entitled to a credit based on percentage availability as follows:
Availability PercentageService Credit Percentage
98.00% to 98.99%
098.00% to 98.99%1%
97.00% – 97.99%2%
96.00% – 96.99%
3%95.00% – 95.99%
4%Less than 95%5%
Centage uses reasonable efforts to schedule maintenance between the hours of 5:00 a.m. and 7:00 a.m. United States Central Time and to complete any maintenance that may require unavailability of the Services within two hours. Centage may conduct maintenance outside of these hours or for a longer period as needed to address unforeseen or emergency situations. Centage will post advance notice of maintenance at https://support.centage.com/.
Service credits are calculated as a percentage of the monthly recurring fee for the Services that did not meet the availability commitment.
Centage is not required to issue a credit if unavailability of the Services is due to Customer’s misuse of the Services or circumstances beyond Centage’s control, such as downtime of Centage’s cloud infrastructure provider or industry-wide issues.
Credit Requests. To receive a credit, Customer must request a credit by email to accountsreceivable@centage.com no later than ten (10) days following the end of the calendar month during which the Centage availability commitment was not met.
General. Centage is not required to apply a credit if any fees due from Customer are overdue or if Customer’s account has been suspended for Customer’s violation of the Agreement,.Credits are issued against invoices for Services fees. Time periods are measured with reference to timestamps in the Centage system or other reliable Centage records. The credit remedies provided in this Section are Customer’s sole and exclusive monetary remedy for damages arising from unavailability of the Services.
2. Support Requests
How to Contact Support:
- Ticket: support.centage.com
- Email: support@centage.com
Support Hours: Normal support hours are Monday through Friday 9:30 a.m. to 4:30 p.m. US Central Time. Support is available outside of normal support hours and holidays.
Support Request Outside of Support Hours: Requests outside of normal hours should be made by email only and should include “urgent” or “emergency” in the email subject.
Response Times: Centage will respond to requests within a reasonable period based on the severity of the issue.