Service Level Agreement

The Service Level Agreement below (“SLA”) supplements and amends the Ideanote Terms of Service (“ToS”). If there is any conflict between the SLA and the Terms of Service, the applicable terms in the SLA will prevail.

Our SLA outlines the expected availability for the Ideanote Service throughout your contract period. 

Please note, this SLA is only applicable to our cloud-based solution. For customers using our On-Premise version, standard SLA terms don't apply. In those cases, as Ideanote does not have control over that infrastructure, uptime responsibility rests with the customer hosting the service.

Definitions

Service Credit: A non-cash credit that can offset future invoices. Only one Service Credit can be issued for each instance of service unavailability. 

Unavailability: Occurs when a customer's subdomain is unreachable in the newest versions of Firefox, Edge, Internet Explorer, or Chrome browsers due to our fault.

Creditable Outage: The number of minutes in a quarter that the Ideanote Web App Service is Unavailable that are not covered by the reasons listed under the Exclusions below.

Quarterly Service Availability Percentage: Creditable Outage divided by the total minutes in a quarter.

Enterprise Uptime Service Commitment

Customers with an active Ideanote Enterprise subscription will be entitled to Credits for any Unavailability for the Cloud Version of Ideanote as follows:

99.9% Availability : No Credit

99% to 99.9% Availability : 5% Service Credit

98% to 99% Availability: 10% Service Credit

97% to 98% Availability : 20% Service Credit

Less than 97% Availability: 30% Service Credit

Exclusions

Ideanote is not responsible for failures caused by factors not in Ideanote’s control including but not limited to failures caused by:

1. Problems beyond or outside of the Ideanote Service including: Customer’s own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers; Force Majeure Event; or intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies.
2. labor disputes, work stoppages or slowdowns of any kind; 
3. fires or hurricane, earthquake, flood and other natural disasters or fires; 
4. war, rebellion, act of terrorism, or civil disorder; 
5. systemic internet issues or any other act or omission of any telecommunication or services provider; 
6. any other cause beyond Ideanote’s reasonable control.
7. Issues that arise from Ideanote’s suspension or termination of Customer’s right to use the Service as allowed or required by the TOS, Acceptable Use Policy, government or court orders, or other agreements.
8. Service degradation or suspension as a result of misuse under the Community Policy guidelines  is not considered as an Outage covered by this SLA. 

Service Credit Terms

To apply for a Service Credit, the customer must submit a claim by emailing hello@ideanote.io within thirty (30) days of the quarter in which the Creditable Outage occurred. The ticket must include (i) "SLA Claim" as the subject of the email; (ii) the dates and times of the Creditable Outage for which you are requesting a Service Credit; and (iii) any applicable information that documents the claimed outage for the given Customer, cleared of any sensitive information that Customer wishes to remain confidential.

Service Credit will be applied to the invoice following the Billing Period that the Service Credit was accrued. A pending Service Credit does not release a Customer from its obligation to pay Ideanote invoices submitted for payment in full when due.

If the Quarterly Uptime Percentage of such a 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.

Service Credits cannot be converted into a cash amount. They are limited to covering a maximum of a quarter of paid service at a time. To be eligible for service credits, any outstanding invoices must be settled. Additionally, these credits will expire if your customer contract is terminated.

Sole Remedy

Unless otherwise provided in the ToS, your sole and exclusive remedy for any Unavailability, non-performance, or other failure by us to provide the Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

Availability Objectives

Ideanote’s core business revolves around a Software-as-a-Service platform. Availability of the platform needs to be ensured.

Ideanote’s RTO is 1 hour. A Recovery Time Objective (RTO) is the maximum acceptable length of time that the Ideanote  application can be offline.

Ideanote’s RPO is 24 hours. A recovery Point Objective (RPO) is the maximum acceptable length of time during which data might be lost from the application due to a major incident. This metric varies based on the ways that the data is used. For example, user data that are frequently modified could have an RPO of just a few minutes. In contrast, less critical, infrequently modified data could have an RPO of several hours. This metric describes only the length of time; it doesn't address the amount or quality of the data that's lost.

Ideanote’s MTPOD is 8 days. A Maximum Tolerable Period of Down Time (MTPOD) is defined as the duration after which an organization’s viability will be irrevocably threatened if product or service delivery cannot be resumed.

Ideanote’s Cloud Version is hosted on Google Cloud, offering robust features for Redundancy planning. Google's global network ensures fast, consistent performance. The platform is highly scalable, automatically adjusting to traffic spikes. With over 15 years of security experience, Google provides a secure environment and undergoes regular audits for compliance with industry standards. Hardware redundancy is not a concern on this cloud-based platform.