This MeaningCloud API Service Level Agreement (“SLA”) governs the use of the MeaningCloud API between MeaningCloud LLC and users of the MeaningCloud API (the "Client"). This SLA applies separately to each account using the MeaningCloud API.

1. Service Commitment

MeaningCloud LLC will use commercially reasonable efforts to make the MeaningCloud API available 99.9% of the time. In the event MeaningCloud does not meet the goal of 99.9% API availability in a given calendar month ("Monthly Uptime Percentage"), you will be eligible to receive a Service Credit as described below.

2. Definitions

The following capitalized terms shall be given the meaning set forth below:
  • 2.1 "Unavailable Time" means the MeaningCloud API is not available for use according to third party performance and monitoring services contracted by MeaningCloud at its sole discretion (the "Monitoring Service"), provided that service issues or outages relating to any Exclusions (defined below) shall not be deemed as Unavailable Time.
  • 2.2 "Monthly Uptime Percentage" is calculated by averaging the daily Average Uptime during the Service Month in which the MeaningCloud API was in a state of Unavailable Time as identified by Monitoring Service
  • 2.3 A "Service Credit" is a money credit, calculated as set forth below, that MeaningCloud may credit back to an eligible Client account.For a calendar month where the Uptime Monthly Percentage, as identified by Monitoring Service, MeaningCloud, at its sole discretion after confirming the nature and accuracy of the Unavailable Time, will credit Client’s account a percentage of that month’s billings, as defined by this table:
    Monthly Uptime Percentage Service Credit
    < 99.9% 10%
    < 99% 50%
    Service Credit shall be issued to Client’s MeaningCloud balance for future use only. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account.
  • 2.4 "Severity" of issues can be perceived differently by each individual. MeaningCloud LLC seeks to standardize what is considered when defining a severity.
    • Severity 1: MeaningCloud API service functionality is unavailable.
    • Severity 2: MeaningCloud API service functionality is available however some services are limited, not working properly or inaccessible.
    • Severity 3: MeaningCloud API service functionality is available with minor degradation in service.

3. Credit Request and Payment Procedures

To apply for a Service Credit, the client must submit a ticket via email within 30 days of the month in which the Unavailable Time occurred. The ticket must include (i) "SLA Claim" as the subject of the ticket; (ii) the dates and times of the Unavailable Time for which you are requesting credit; and (iii) any applicable information that documents the claimed outage.

4. Exclusions

Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability, suspension or termination of the MeaningCloud API, or any other MeaningCloud API performance issues, that (i) are caused by factors outside of MeaningCloud’s reasonable control, including, without limitation, any force majeure event, carrier related problems or issues, or Internet access or related problems beyond the demarcation point of MeaningCloud or its direct hosting subcontractors (i.e. beyond the point in the network where MeaningCloud maintains access and control over the MeaningCloud Services); (ii) result from any actions or inactions of Client or any third party (other than MeaningCloud’s direct hosting subcontractor); (iii) result from Applications, equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within MeaningCloud’s direct control); or (iv) arise from MeaningCloud’s suspension and termination of Client’s right to use the MeaningCloud Services in accordance with the Terms and Conditions, (v) scheduled maintenance; or (vi) problems or issues related to alpha, beta or not otherwise generally available MeaningCloud features or products (collectively, the “Exclusions”).

5. Sole Remedy

Service Credits shall be your sole and exclusive remedy for any unavailability or non-performance of the MeaningCloud Services or other failure by us to provide the MeaningCloud Services.

6. Support and Maintenance

MeaningCloud LLC provides a team of dedicated professionals to ensure that you, the customer, are successful at learning and leveraging the considerable power of MeaningCloud. MeaningCloud support is available through a three-tier support offering that is available as follows:

6.1 Premium Support

Premium support provides the highest level of support from MeaningCloud. The following table shows the different Severity SLA's.
Severity Response Time Submission Method
1 2 Hours - 24x7x365 Web-based ticketing system
2 2 Hours - Service Hours** Web-based ticketing system
3 3 Hours - Service Hours** Web-based ticketing system or email*
*All tickets submitted by email will be classified as Severity 3 by default. Severity 4 issues are product feature requests and will be tracked in order to provide updates to customers but do not have a response SLA associated with them. **Service Hours include 9:00-18:00 Monday to Thursday, and Fridays 8:00-15:00, except official holidays in Madrid (Spain).

6.2 Standard Support

Standard support provides a good entry point level of support from MeaningCloud. The following table shows the different Severity SLA's.
Severity Response Time Submission Method
1 2 Hours - Service Hours** Web-based ticketing system
2 2 Hours - Service Hours** Web-based ticketing system
3 3 Hours - Service Hours** Web-based ticketing system or email*
*All tickets submitted by email will be classified as Severity 3 by default. Severity 4 issues are product feature requests and will be tracked in order to provide updates to customers but do not have a response SLA associated with them. **Service Hours include 9:00-18:00 Monday to Thursday, and Fridays 8:00-15:00, except official holidays in Madrid (Spain).

6.3 Free Support

MeaningCloud LLC will continue to offer free support to all MeaningCloud users. Users who have not purchased or do not otherwise qualify for Standard or Premium Support may still submit tickets via email or the web-based support ticketing system. All such tickets will be categorized without an SLA, and no guarantee regarding response time. MeaningCloud will work hard to respond to all customers submitting tickets without a support agreement in the order in which they were submitted. MeaningCloud LLC will continue to support the MeaningCloud community with support representatives actively participating in the mailing list, community forum and social networks.

Notification/Contacts

Status updates pertaining to features, issues, maintenance, and service availability/functionality are provided on the MeaningCloud website and email to support@meaningcloud.com.