Service Level Agreement

SLA help you protect your business and give you piece of mind
Effective February 2, 2020

1. Scope of SLA

1.1 SnowcatCloud, Inc. guarantees: (a) availability of its Core Services, and (b) average data sync times for connections to the customer data warehouse, both as described below.

2. Definitions

2.1 Snowplow Collector - The SnowcatCloud collector receives data from Snowplow trackers installed on the customer product(s) and log that data to SnowcatCloud infrastructure for temporary storage and further processing.

2.2 Batch Processing - A SnowcatCloud Snowplow data pipeline that loads data to the customer data warehouse in batches at regular time-intervals.

2.3 Real-time Processing - A SnowcatCloud Snowplow data pipeline that loads data to the customer data warehouse in real-time.

2.4 Core Services – means the three services identified in Section 3 below.

2.5 Downtime - Downtime for Core Services means the Service is available less than the Uptime Commitment period(s) below, measured on a rolling monthly basis. Downtime for Data Delivery Services means (a) the collector is completely broken / not collecting data at all or (b) data is not loaded during the normal update time for the Service.

3. Core Services

3.1 SnowcatCloud offers an Uptime SLA for Customers who have this specified as a Platform feature.

ServiceDescriptionUptime CommitmentService Credit
Web ApplicationSnowcatCloud web application for accessing, viewing, and controlling SnowcatCloud services.99.9%1 hour credit against platform fees per hour of Downtime
Snowplow CollectorSnowplow collector for collecting event-level data.99.9%1 hour credit against platform fees per hour of Downtime
Data Loading ServersSnowcatCloud data loading Servers99.9%1 day credit against platform fees per hour of Downtime

3.2 If one Core Service has Downtime, the Customer will receive a Service Credit against the entire platform fee even if the other Core Services are working. If more than one Core Service is down, the Customer will receive one Service Credit against the entire platform fee, not multiple credits.

3.3 Replication service Downtime is measured via SnowcatCloud log at app.snowcatcloud.com/home.

4. Data Delivery Services

4.1 SnowcatCloud offers a connector data delivery SLA for Customers who have this specified on Customer’s Order Form.

4.2 A data delivery SLA is a guarantee that SnowcatCloud will load data on a regular interval, which is defined as the combined total time of the Normal Update Time added onto the Allowed Downtime Interval. Downtime will begin to accrue after the Normal Update Time plus Allowed Downtime Interval. E.g. if the normal update time is 1 hour, and the Allowed Downtime Interval is 12 hours, then Customer would begin accruing downtime 13 hours after the last successful sync.

4.3 In order to be covered by this SLA, the Allowed Downtime Interval must be specified on Customer’s current Order Form(s).

4.4 If Customer wishes to add or remove Data Delivery Services, Customer must notify SnowcatCloud by email and SnowcatCloud must confirm. Additional fees may apply.

4.5 For a Data Delivery Service to be covered by this SLA, each table must be proven capable of syncing to Customer’s target data warehouse by: successfully syncing the initial data load, and then successfully syncing 3 incremental loads after that.

5. Claims

5.1 Customer must submit claims to SnowcatCloud customer support (hello@snowcatcloud.com) along with all information necessary for SnowcatCloud to validate each claim, including: (i) a detailed description of the incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of Customer’s attempts to resolve the incident.

5.2 SnowcatCloud must receive the claim within two months of the end of the month in which the incident occurred.

5.3 SnowcatCloud will evaluate all reasonably available information and make a good faith determination of whether a Service Credit is owed. SnowcatCloud will use commercially reasonable efforts to process claims within 45 days of receipt. Customer must be in compliance with the Agreement to be eligible for Service Credits. If a Service Credit is owed to Customer, SnowcatCloud will apply the Service Credit to Customer’s subsequent service term or to any additional Services added during the current term.

6. Limitations

6.1 Downtime does not include Service unavailability due to the following:

  • Maintenance requested by Customer, scheduled maintenance or unscheduled emergency maintenance, either by SnowcatCloud or by third-party providers. SnowcatCloud will provide seven days’ advance notice in writing or by e-mail of scheduled maintenance, not to exceed 24 hours per month.
  • Failure of equipment, software or other parts of the Services not listed as a Core Service or Data Delivery Service.
  • Outages of third party connections or utilities or other reasons beyond SnowcatCloud’s reasonable control.
  • The Customer uses equipment, software or Services in a way that is not recommended by SnowcatCloud.
  • The Customer has delayed, hindered or prevented SnowcatCloud from providing Services, such as removing SnowcatCloud’s access to Customer data warehouses, storageloader permissions, or collector DNS records.
  • Customer’s breach of any of its agreements with SnowcatCloud, or SnowcatCloud’s responses thereto.
  • The Service is a beta release or other pre-production release of a component of the Services.