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VIP Cloud Hosting – Service Level Agreement

Effective Feb. 10, 2017

The following applies only to the VIP Cloud Hosting service and is not applicable to any other services.

Performance Requirements

a. Confirmed Service Outages. Excluding downtime for regularly scheduled maintenance, maintenance requested by Customer, and outages of third party connections and/or utilities beyond Automattic’s reasonable control, Automattic guarantees a minimum system availability of 99.9% or greater of the Services for any moving thirty (30) day periods (“Performance Requirement”). Please refer to the Customer’s WordPress VIP Order Form to see their guaranteed minimum system availability.

b. Service Credits for Service Outages. Company’s failure to maintain the Performance Requirement will generate the following credits applied to the next monthly or annual invoice, provided that (1) such credits are requested by Customer in writing and shall otherwise be nonrefundable, and (2) such credits shall be calculated based on the monthly VIP Cloud Hosting Fees attributable to the month in which such outage(s) occurred plus the prorated portion of the annual Support Fees attributable to such month (collectively, the “Monthly Service Fee”).

99.9% Uptime SLA

System Availability %% Off Next Monthly Service Fee
99.89 – 99.715%
99.7 – 99.6110%
99.6 – 99.5115%
99.5 – 99.4120%
99.4 – 99.3125%
99.3– 99.2130%
99.2 – 99.1135%
99.1 – 99.0140%
99.0 – 98.9150%
98.9 – 98.8160%
98.8 – 98.7170%
98.7 – 98.6180%
98.6 – 98.5190%
98.5 – 0.00100%

99.95% Uptime SLA

System Availability %% Off Next Monthly Service Fee
99.94 – 99.765%
99.75 – 99.6610%
99.65 – 99.5615%
99.55 – 99.4620%
99.45 – 99.3625%
99.35– 99.2630%
99.25 – 99.1635%
99.15 – 99.0640%
99.05 – 98.9650%
98.95 – 98.8660%
98.85 – 98.7670%
98.75 – 98.6680%
98.65 – 98.5690%
98.55 – 0.00100%


99.99% Uptime SLA

System Availability %% Off Next Monthly Service Fee
99.98 – 99.805
99.79 – 99.7010
99.69 – 99.6015
99.59 – 99.5020
99.49 – 99.4025
99.39 – 99.3030
99.29 – 99.2035
99.19 – 99.1040
99.09 – 99.0050
98.99 – 98.9060
98.89 – 98.8070
98.79 – 98.7080
98.69 – 98.6090
98.59 – 0.00100

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