MoveData Service Level Agreement
Date of Last Revision: April 11th, 2020
This MoveData Service Level Agreement (“SLA”) is a policy governing the use of MoveData and applies separately to each account using the MoveData Service. In the event of a conflict between the terms of this SLA and the terms of MoveData or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict.
MoveData will use commercially reasonable efforts to make the MoveData Services each available with a Monthly Uptime Percentage, as described below, during any monthly billing cycle (the “Service Commitment”). Visit the MoveData Status Page to view live and historical uptime data for all core MoveData services including Website, Salesforce Application and Notifications API. In the event a MoveData does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Credits are calculated as a percentage of the total charges paid by you for the applicable MoveData Service for the billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth below.
(a) If the Monthly Uptime Percentage less than 99.9% but greater than or equal to 99.0% then a 10% Service Credit Percentage is applied
(a) If the Monthly Uptime Percentage less than 99.0% but greater than or equal to 95.0% then a 25% Service Credit Percentage is applied
(a) If the Monthly Uptime Percentage less than 95.0% then a 100% Service Credit Percentage is applied
We will apply any Service Credits only against future payments otherwise due from you for the MoveData Service. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the MoveData Service did not meet the Service Commitment. Service Credits will not entitle you to any refund or other payment from MoveData. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the MoveData Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the MoveData Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
MoveData SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of a MoveData Service, or any other MoveData Service performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the MoveData Service; (ii) that result from any actions or inactions of you or any third party; (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (iv) arising from our suspension or termination of your right to use the MoveData Service in accordance with the MoveData Agreement. The SLA explicitly excludes all notifying platforms providing sources of data (including but not limited to Everyday Hero, Good2Give, PayPal and others) and all target platforms receiving data (including but not limited to Salesforce) – all of which are beyond MoveData’s direct and indirect control. If availability is impacted by factors other than those used in our calculation of the Monthly Uptime Percentage, then we may issue a Service Credit considering such factors at our discretion.
Support Work and Support Tickets
Organisations may customise their Salesforce instance. Occasionally this may cause a notification sent from the MoveData Service to the organisation Salesforce instance to fail. For example, an organisation may mark a particular field as “mandatory” in their Salesforce instance and MoveData or the source fundraising platform may not know that the particular field is now mandatory and thus an error may occur. In this case the organisation, and not MoveData, is responsible for fixing the issue or supporting the customisation as the error has been caused by a change inside Salesforce and not by the MoveData Service. Alternatively, the organisation can engage MoveData to fix the issue or support the customisation under an ad-hoc or monthly retainer support contract. Based on the business impact MoveData’s response times are:
(a) Level 1 Serious degradation of application performance or functionality: 2 hours
(b) Level 2 Application issue that has a moderate impact to the business: 2 business days
(c) Level 3 Issue or question with limited business impact: 5 business days
(a) “Error Rate” means: (i) the total number of internal server errors returned by the MoveData Service as error status “InternalError” or “ServiceUnavailable” divided by (ii) the total number of requests for the applicable request type during that 5-minute interval. We will calculate the Error Rate for each MoveData Service account as a percentage for each 5-minute interval in the monthly billing cycle.
(b) “Monthly Uptime Percentage” is calculated by subtracting from 100% the average of the Error Rates from each 5-minute interval in the monthly billing cycle. If you did not make any requests in a given 5-minute interval, that interval is assumed to have a 0% Error Rate.