Go back
eDoula.biz Service Level Agreement
eDoula.biz is a product by Mills IT Consulting Ltd.
This eDoula.biz Service Level Agreement ("SLA") is a policy governing the use of eDoula cloud-based services ("eDoula.biz Services") under the terms of the eDoula.biz Terms of Service (the "Terms of Service") between Mills IT Consulting Ltd. ("Mills IT Consulting", "eDoula.biz", "us" or "we") and users of eDoula.biz Services ("you"). This SLA applies separately to each account using eDoula.biz Services. Unless otherwise provided herein, this SLA is subject to the terms of the Terms of Service. eDoula.biz reserves the right to change the terms of this SLA in accordance with the Terms of Service.

Effective Date: January 24, 2015

1. Service Commitment

eDoula.biz will use commercially reasonable efforts to make eDoula.biz available with a Monthly Uptime Percentage (defined below) of at least 99.95%, in each case during any monthly billing cycle (the "Service Commitment"). In the event eDoula.biz does not meet the Service Commitment, 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:

3. Service Commitments and Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for an eDoula.biz paid subscription for the monthly billing cycle in which the Unavailability occurred in accordance with the schedule below.

Monthly Uptime Percentage Service Credit Percentage
Less than 99.95% but equal to or greater than 99.0% 10%
Less than 99.0% 30%

We will apply any Service Credits only against future eDoula.biz payments otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from eDoula.biz. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 CAD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Terms of Service, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide eDoula.biz Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

4. Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by sending an email to support@edoula.biz. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

5. eDoula.biz SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of eDoula.biz Services, or any other eDoula.biz services performance issues: (i) caused by factors outside of our reasonable control, including, without limitation, any force majeure event or Internet access or related problems beyond the demarcation point of eDoula.biz or its direct hosting subcontractors (i.e beyond the point in the network where eDoula.biz maintains access and control over the eDoula.biz Services); (ii) that result from any actions or inactions of you or any third party (other than eDoula.biz’s direct hosting subcontractor); (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (iv) that result from any scheduled maintenance; or (vi) arising from our suspension and termination of your right to use eDoula.biz Services in connection with any breach by you of the Terms of Service or otherwise in accordance with the Terms of Service (collectively, the "eDoula.biz SLA Exclusions"). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.


Contacting Us

If there are any questions regarding this Service Level Agreement you may contact us using the information below.

Mills IT Consulting Ltd.
2204-55 Spruce Pl SW
Calgary, Alberta
Canada
T3C 3X5
support@edoula.biz
+1 877.687.1856

Last Updated on 2016-01-26