Rublon declares that during the term of Customer’s Rublon license, the Rublon multi-factor authentication service (“Service”) will be available at least 99.9% of the time in any calendar month (“Rublon SLA”). If Rublon does not meet the Rublon SLA, Customer will be eligible to receive Service Level Credits. This Rublon SLA is Customer’s sole and exclusive remedy for any failure by Rublon to meet the availability commitments related to providing the Service.
“Downtime” means any period of time in which the Service is not available. “Downtime” excludes any time in which the Service is not available because of: (a) emergency maintenance, (b) Force Majeure Events, (c) load or penetration testing by Customer.
“Availability Level” is calculated using the following formula:
Availability Level % = (total minutes per month – Downtime (in minutes)) / (total minutes per month)
“Service Level Credit” means the number of days that will be added to Customer’s license term, at no charge to Customer, if Rublon fails to meet its availability commitments and if Customer requests a Service Level Credit:
| Availability Level | Service Level Credit |
| < 99.9% – >= 99.0% | 3 days |
| < 99.0% – >= 95.0% | 6 days |
| < 95.0% | 15 days |
In order to receive any Service Level Credit as defined above, Customer must contact Rublon in writing within ten (10) business days of the occurrence of the event giving rise to the credit. If Customer does not comply with this requirement, Customer’s right to receive Service Level Credit will be forfeited. Customer may check the availability status of the Service on http://status.rublon.com.
The maximum total Service Level Credit for failure to meet the Rublon SLA for any given month shall not exceed fifteen days of Service. Service Level Credits cannot be converted to monetary amounts. Service Level Credits that would be available but for these limitations will not be carried forward to future months.
The Rublon SLA does not apply with respect to free, trial or beta use of the Service.
Rublon reserves the right to modify this Service Level Agreement at any time by updating the terms on this website.
