Service Level Agreement
The Qventus Platform and all of its core functionality will be available 99.5% of the time, measured monthly (the “Uptime Commitment”). The calculation of the Uptime Commitment will exclude up to 180 minutes per month of scheduled maintenance, divided across the following times on a continuous basis:
Scheduled Software Updates: Every Tuesday and Wednesday between 1:30pm to 3:30pm PDT/PST there may be up to 5 min of downtime as Qventus updates our software.
Scheduled System Patch Updates: Every second Saturday between 12pm to 8pm PDT/PST there may be up to 60 min of downtime as Qventus applies scheduled security and maintenance patches to our infrastructure.
The calculation will also exclude an additional amount of variable time for system migration and/or maintenance which will be subject to negotiation between the customer and Qventus. In such cases Qventus will work with the customer to minimize impact to the customer and will commit to notifying the customer at least 48 hours in advance of the work.