SERVICE LEVEL TERMS

Last updated on 11th October, 2022.

These Service Level Terms are only applicable to Customers having Professional and Enterprise subscription plans. 

The Services (defined in Terms of Use)  provided by Airmeet shall be available 99.95%, measured monthly where “Service Availability” is calculated as the total minutes that the Services are available in a month, Excluding Downtime (defined hereinafter).  

Excluding Downtime” shall mean any suspension, disruption, unavailability, or inoperability of the Services due to: (i) the acts or omissions of Customer or its employees, contractors, or agents or personnel; (ii) the failure or malfunction of equipment, applications, or systems not owned, provided, or controlled by Airmeet, which also includes any downtime resulting from outages of third-party connections or utilities or other reasons beyond Airmeet’s control will also be excluded from any such calculation; or (iii) scheduled service maintenance, alteration, or implementation, in other words, means scheduled maintenance.  

If the Customer requests maintenance during these hours, any uptime or downtime calculation will exclude periods affected by scheduled maintenance. Customer’s sole and exclusive remedy, and Airmeet’s entire liability, in connection with Service Availability, shall be that for each period of downtime in the following manner:

Table 1. Service Levels and Credit Calculations

Service Availability Percentage

Service Credit Percentage of Service Fees

99.94% – 99%

5%

98.99% – 98%

15%

97.99% – 95%

25%

94.99% – 75%

50%

74.99% – 0%

100%

Customer’s sole and exclusive remedy, and Airmeet’s entire liability, in connection with Service Availability shall be that for each period of Excluding Downtime lasting as per the table above, Airmeet will credit Customer as per the above slab wise percentage of Service Fees for each period of downtime.  Excluding Downtime shall begin to accrue as soon as the Customer (with notice to Airmeet) recognizes that downtime is taking place, and continues until the availability of the Services is restored.  In order to receive downtime credit, the Customer must notify Airmeet in writing within seventy-two (72) hours from the time of Excluding Downtime, and failure to provide such notice will forfeit the right to receive downtime credit.  Such credits may not be redeemed for cash.  Airmeet’s blocking of data communications or other services in accordance with applicable law and its policies shall not be deemed to be a failure of Airmeet to provide adequate service levels under this Agreement.

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