IoT Core Service Level Agreement (SLA)

During the Term of the agreement under which ClearBlade has agreed to provide ClearBlade IoT Core to Customer (as applicable, the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the "Service Level Objective" or "SLO"):

If ClearBlade does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer’s sole and exclusive remedy for any failure by ClearBlade to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement. If the Agreement authorizes the resale or supply of ClearBlade Platform under a ClearBlade partner or reseller program, then all references to Customer in this SLA mean Partner or Reseller (as applicable), and any Financial Credit(s) will only apply for impacted Partner or Reseller order(s) under the Agreement.

Definitions

The following definitions apply to the SLA:

• "Back-off Requirements" means, when an error occurs, the devices are responsible for waiting for a period of time before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.

• "Covered Service" means the IoT Core Service.

• "Downtime" means more than a 10% Error Rate for the IoT Core device manager or protocol bridge component. Downtime is measured based on server-side Error Rate.

• "Downtime Period" means a period of five or more consecutive minutes of Downtime. Partial minutes will not be counted towards any Downtime Periods.

• "Error Rate" means:

  • for the IoT Core device manager component and IoT Core protocol bridge (HTTP) component, the number of Valid Requests that result in a response with HTTP Status 50x and Code "Internal Error" divided by the total number of Valid Requests during that period; and

  • for the IoT Core protocol bridge (MQTT) component, the number of Valid Requests that result in device disconnections as reported in Google Stackdriver metrics (or other similar metrics made available to Customer), divided by the total number of Valid Requests during that period.

  Repeated identical requests do not count toward the Error Rate unless they conform to the Back-off Requirements.

• "Financial Credit" means the credit amount based on the percentage of the monthly bill for the Covered Service in the table below.

• "Monthly Uptime Percentage" means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods for the Covered Service in a month, divided by the total number of minutes in a month.

• "Valid Requests" are requests that conform to the Documentation, and that would normally result in a non-error response.

Customer Must Request Financial Credit

To receive any of the Financial Credits described above, Customer must contact ClearBlade Support at support@clearblade.com within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide ClearBlade with identifying information (e.g., region, developer id and and registry/system IDs) and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, ClearBlade will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which ClearBlade will make available to Customer at Customer’s request.

Maximum Financial Credit

The total maximum number of Financial Credits to be issued by ClearBlade to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by Customer for the Covered Service for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.

SLA Exclusions

The SLA does not apply to any: (a) features or services designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features or services excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of ClearBlade’s reasonable control; (ii) that resulted from Customer’s software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; (iv) that resulted from quotas applied by the system or listed in the Admin Console; or (v) that resulted from Customer use of the Covered Service in a way which is inconsistent with the Documentation, including invalid request fields, unauthorized users, or inaccessible data.