Last updated: 20.09.2023
Fugo's commitment is to offer a highly available and reliable service. This Service Level Agreement (“SLA”) underscores Fugo’s commitment to transparency and delivering a high level of service to our customers ("you").
Significant amendments to this SLA will be communicated through email to our customers. Minor amendments may be made without a direct notification, and the date of such updates will be marked at the beginning of this SLA.
We commit to sustaining a 99.99% availability of the Fugo Platform each calendar month, barring the exceptions mentioned below. If we fall short of this commitment, you will qualify for Service Compensation.
We acknowledge the critical nature of smooth operation of External Integrations and commit to addressing any disruptions or discrepancies within 48 hours of being notified. While we can’t be held liable for any permanent issues with Third Party Connections, you retain the right to cancel your subscription as outlined in Fugo Terms and Conditions clause 4.
If the availability of the Fugo Platform falls below 99.99%, excluding the exclusions mentioned below, Service Compensation will be computed as a percentage of the total Charges paid by you (excluding one-off payments) for the affected Billing Cycle, as outlined below.
Service Compensation is applicable solely to future Charges under the Fugo Terms and Conditions and do not authorize refunds or other financial compensations. This is your exclusive remedy for any failure to meet the service availability metrics outlined in this SLA.
Claims should be forwarded within 30 days to firstname.lastname@example.org, delineating the missed commitment and its timing. Approved claims will receive Service Compensation; if disputed, an explanatory response will be provided.
Our obligations under this SLA are nullified, and no Service Compensation will be rendered for unachieved 99.99% Service Availability due to: