This Service Level Agreement (the “SLA”) is part of the Terms of Service. It applies to Customers on a paid plan. It does not apply during a free trial.
1. Commitment
BehindGate will make Viewer Access available with a Monthly Availability of at least 99.9%.
“Viewer Access” means the delivery of published Customer Content to authenticated Viewers through the content edge, including verification of an existing session. It is the part of the Service that Viewers depend on.
Viewer Access is served by a global content delivery network backed by redundant storage. It is designed to keep serving published content even when the administration parts of the Service are unavailable.
2. Management plane
The dashboard, the Control API, publishing and rollback, and the viewer sign-in flows for both authentication methods, the identity provider redirect and the email one-time code (together, the “Management Plane”) are provided on a reasonable efforts basis. BehindGate aims for high availability of the Management Plane, but no availability commitment or service credit applies to it under this version of the SLA.
3. Measurement
Monthly Availability is calculated per calendar month as:
(total minutes in the month minus Downtime minutes) divided by total minutes in the month, expressed as a percentage.
“Downtime” means a period of at least five consecutive minutes during which Viewer Access returns errors or no response for all of a Customer’s published Apps because of a failure within BehindGate’s control, as measured by BehindGate’s monitoring. Partial degradation affecting a subset of requests is counted at BehindGate’s reasonable discretion.
4. Service credits
If Monthly Availability falls below the commitment, the Customer is entitled to a credit against future fees:
| Monthly Availability | Credit |
|---|---|
| Below 99.9% but at least 99.0% | 10% of the Monthly Fee |
| Below 99.0% but at least 95.0% | 25% of the Monthly Fee |
| Below 95.0% | 100% of the Monthly Fee |
“Monthly Fee” means the subscription fee for the affected month, excluding usage charges and taxes. For an annual subscription it is one twelfth of the annual fee. The total credit for a month never exceeds the Monthly Fee.
5. Claiming a credit
To receive a credit, the Customer must email legal@behindgate.com within 30 days after the end of the month in which the Downtime occurred, stating the dates and times of the Downtime. BehindGate will confirm the claim against its monitoring records and apply the credit to the next invoice. Credits are not paid in cash and are not transferable, except that a credit outstanding at termination of a subscription by BehindGate for convenience is refunded.
Service credits are the Customer’s sole and exclusive remedy for a failure to meet this SLA.
6. Exclusions
Downtime does not include unavailability caused by:
- the Customer’s identity provider, DNS, domain registration, or certificate validation controlled by the Customer;
- errors in Customer Content or in the Customer’s configuration of the Service;
- suspension or throttling under the Terms or the Acceptable Use and Fair Use Policy;
- scheduled maintenance announced at least 48 hours in advance by email to account administrators and limited to four hours per month;
- events beyond BehindGate’s reasonable control as described in the force majeure section of the Terms, including failures of the internet at large or of a cloud provider region affecting a substantial part of the internet;
- attacks on the Service, including denial of service attacks, to the extent BehindGate has taken reasonable measures to mitigate them;
- Viewer devices, networks, or browsers.
7. Incident communication
BehindGate informs account administrators by email of incidents that affect Viewer Access and of their resolution. A public status page is planned and will be announced when available.
8. Changes
BehindGate may update this SLA in accordance with the change procedure in the Terms. BehindGate expects to extend availability commitments to parts of the Management Plane in a later version.