ApifyCloud SLAs and Credit Management

ApifyCloud SLAs and Credit Management

Visibilidad: AGENT

ApifyCloud services have a 99.99% availability.

If ApifyCloud service uptime falls below the thresholds in the following table in any monthly billing cycle, the customer will be entitled to the credits defined below.

The applicable credit is a percentage of the customer's committed monthly payment (or if paid annually, the committed annual payment prorated for a period of one month).

Uptime % Credit %
Below 99,99% 10%
Below 98.0% 30%
Below 95% 50%

Severity of Problem Definition

1 - Critical Impact (Code Red) The customer experiences a serious problem that prevents them from performing a critical business function. There is no alternative solution.

2 - High Impact The customer can perform its functions but performance is degraded or limited.

3 - Medium Impact The customer's ability to perform their functions is not greatly affected, but non￾critical functions are unusable or difficult to use. There is an alternative solution.

The service is available and operational; trivial impact on business or customer operations requires information or assistance about capabilities or configuration.

Level of severity Initial Response Time

1 - Critical Impact (Code Red) Severe impact or degradation on customer business operations caused by intermittent service interruption. Response time: 10 min. (phone, email, whatsapp, ticket)

2 - High Impact Service is available and operational. The customer can perform their functions but performance is degraded or severely limited. Response time: 2 hours (phone, email, whatsapp, ticket)

3 - Medium impact The service is available and operational. The customer's ability to perform their functions is not greatly affected, but non-critical functions are unusable or difficult to use.

Response time: 2 hours (phone, email, whatsapp, ticket)

4 - Impact under The service is available and operational. Trivial impact on customer or customer business operations requires information or assistance about service capabilities or configuration. Response time: 2 hours (phone, email, whatsapp, ticket)