Service Level Agreement

Last Updated: September 9, 2024

This Service Level Agreement ("SLA") outlines the uptime commitment IDmelon ("we", "us", or "our company") makes to you, the customer ("you" or "your company"). It also defines how we respond to support requests related to the IDmelon passwordless authentication service ("Service").

Terms and Definitions

Uptime Commitment: We strive to maintain a Monthly Uptime Percentage of at least 99.9% during the term of your IDmelon license agreement, applicable to both cloud and on-premises deployments.

Downtime: This signifies periods exceeding five minutes where more than a 5% user error rate occurs across all your users, hindering their login attempts or causing issues with IDmelon security keys of any type for at least ten valid authentication requests. Brief interruptions under five minutes won't be counted as downtime.

Scheduled Maintenance: We may schedule periods of downtime for system maintenance, upgrades, and testing. We'll notify you beforehand via email, detailing the expected impact on user authentication services and functionality during the scheduled window. Scheduled downtime won't exceed four (4) hours per calendar week.

Support Response & Resolution

We're committed to responding to your support requests promptly and resolving any service errors efficiently. The response and resolution times depend on the severity level of the issue, as outlined in the following table:

Severity Level Table

Response Time: The time it takes us to acknowledge receipt of your support request.

Resolution Time: The time it takes us to address and resolve the error reported in your support request. This may involve a workaround or a permanent fix.

Contact Method: The preferred method for reporting issues based on the severity level.

Sole Remedy

This SLA outlines your sole and exclusive remedy for any downtime exceeding the outlined uptime commitment.

Changes to the SLA

We reserve the right to modify this SLA from time to time. We'll update the "Last Updated" date to reflect any changes, and you agree to waive your right to receive specific notification of each revision. By continuing to use the Service after a revised SLA is posted, you acknowledge and accept the changes.

Additional Terms

This SLA is subject to the terms of your End-User License Agreement.

On-Premises Deployment

For on-premises deployments, the SLA applies to the uptime of the IDmelon platform hosted on your infrastructure. We will provide support for troubleshooting and resolving issues related to the on-premises deployment. However, factors such as your network infrastructure and maintenance practices may impact the overall uptime of the service.

Please note:

• We are not responsible for downtime caused by issues within your infrastructure, such as network failures or server outages.
• It's your responsibility to ensure the operation, availability, and maintenance of your servers, infrastructure, and network. Any outages, performance issues, or failures related to these components are beyond our control and, thus, do not fall under the SLA.
• We recommend regular security audits and updates to ensure optimal performance.

By continuing to use IDmelon's on-premises solution, you acknowledge and agree to these terms.

We are committed to providing reliable and high-quality service for both cloud and on-premises deployments.

Contact Us

If you have any questions about this SLA, please contact us.