Service Level Agreement (SLA)
This Layers Service Level Agreement (“SLA”) is a policy governing the use of Layers and applies separately to each account using Layers. In the event of a conflict between the terms of this SLA and the terms of the Layers Customer Agreement 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.
Service Commitment
Layers provides 99.95% uptime SLA per month for the Search and Browse APIs when an enterprise entitlement is active on the account. The SLA is effective on the billing period starting September 1, 2022.
Service Credits
Service Credits are calculated as a percentage of the charges paid by you for the Layers APIs that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule below.
| Monthly Uptime | Service Credit |
|---|---|
| less than 99.95% but greater than or equal to 99.0% | 5% |
| less than 99.0% but greater than 95.0% | 15% |
| less than 95% | 100% |
Credit Request and Payment Procedures
You can request for a service credit by contacting support. To be eligible, the credit request should be received by us within three (3) months of the end of the billing cycle when the issue occurred.
Once we validate and confirm the claim request, your account is credited with service credits in the billing cycle following when you filed the claim.
SLA Exclusions
The SLA applies only to the Layers accounts using the Search and Browse APIs with an active enterprise entitlement. It does not apply to any of the following:
- Issues caused by situations outside the control of Layers, such as large-scale internet outages, cloud datacenter outages and natural disasters.
- Issues on other products like DataHub, storage, or 3rd-party software vendors such as Shopify.
- Issues related to service or account restrictions, including but not limited to a customer’s use of the services in violation of the Agreement.
- Downtime during maintenance windows, user-initiated downtime, or automated upgrades.
We will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed.
Definitions
The terms used in this SLA document are defined as follows:
- Monthly Uptime - Monthly uptime is calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which the Layers APIs were Unavailable. If Layers is implemented for only part of the month, availability is calculated over the portion of the month during which it existed. Monthly Uptime measurements exclude Unavailability resulting directly or indirectly from any SLA exclusion.
- Service Credit - Credit in terms of $USD issued to the associated Layers account.
- Unavailability - All the requests to the Layers APIs that fail for more than 5 minutes.
Last updated on December 17th, 2023.