1. Uptime Availability
1.1 Bont shall make the software available with an annual average availability of 99% as monitored on status.bont.ai only to those customers who have a paid subscription. Uptime SLAs are otherwise not available to demo or trialing customers. The calculations of uptime do not include:
- Failure of Customer or third-party equipment, software or technology upon which the Software is dependent, including, but not limited to, cloud infrastructure services upon which the Software operates, and inaccessibility to the Internet, provided that such failure or inaccessibility is not caused by Bont’s infrastructure and is otherwise outside of Bont’s control
- Delays to data ingestion
- Emergency maintenance time (non-scheduled): Bont will promptly notify Customer (via email or through the Software) of any non-scheduled or emergency maintenance and any other anticipated outages or performance degradation
- Periods in which the server is unavailable due to other technical problems beyond the control of Bont (e.g. force majeure)
- Planned maintenance work that take place outside Monday to Friday between 9:00 a.m. and 6:00 p.m. BST/CEST/CET ('normal business hours')
- An attack on Bont’s infrastructure, including without limitation, a denial of service attack or unauthorized access, provided that such attack did not occur as a result of Bont’s failure to maintain industry standard organizational controls and technical measures
In the case of error messages received outside support hours, troubleshooting will begin on the following working day.
Delays in troubleshooting for which the customer is responsible (e.g. due to the unavailability of a contact person on the customer side or late reporting of the fault) shall not be counted towards the troubleshooting time.
If the uptime percentage for the year is less than 99%, we will provide you with credits to your subscription in your upcoming billing period as below:
- 97-98.99%: 5% credit
- 91-96.99%: 10% credit
- Less than 91%: 20% credit
2. Response Times
Any defects or disruptions to system availability must be reported by the customer as soon as they become known, stating the circumstances of their occurrence. In the event of software malfunctions, the customer shall support Bont to a reasonable extent in troubleshooting and rectification.
Bont shall rectify the defect within a reasonable period of time. In the case of reports and disruptions to system availability that lead to a total failure of the software and that are received within the support times (published by Bont), Bont will endeavor to provide a response time of four hours from the start of the disruption. In the case of minor errors which do not lead to a total failure of the software and which occur during ongoing operation, Bont will endeavor to respond no later than three business days after receipt of the error message.