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Service Level Agreement

Last revised: July 24, 2020


The Service is currently hosted on Amazon Web Services ("AWS"). The Service will be available 100.00% of the time that AWS is functioning correctly.

There is no planned Service maintenance downtime, ever.

If any User does not experience at least that level of availability, and User provides convincing proof that such failure is attributable to a fault in the Service and not to any other cause (and is therefore a "Service Failure"), Provider will allow User to cancel the service and receive a pro-rata refund of the lesser of the remaining unused time or the remaining unused Credits.

UPTIME/AVAILABILITY

Lifetime Uptime: 99.99997%
Historical uptime:

Year Sovren planned downtime Unplanned outages Reason
2019 0 minutes 33 minutes Intermittent timeouts occurred from customer abuse. See below for details.
2018 0 minutes 0 minutes  
2017 0 minutes 0 minutes  
2016 0 minutes 25 minutes General intermittent AWS outage due to DDOS/DNS attack
2015 0 minutes 0 minutes  
2014 0 minutes 0 minutes  
2013 0 minutes 27 minutes General intermittent AWS outage

On 2019/09/27 at 10:01 AM EST, a customer sent the US SaaS system requests at more than 1,000 times the allowed throughput. This caused intermittent timeouts for some US based customers until the system was fully stabilized by 10:34 AM EST. Normally we are able to stop such problems before they overwhelm all of our servers, but this time we bungled our response, resulting in intermittent outages for approximately 33 minutes.  On an ongoing basis, we are working to enhance our software to have smarter self-healing methods in place and improve our internal training and processes.

PERFORMANCE/STABILITY

Lifetime 100% Performance: 99.995% (zone adjusted)
Periods of reduced performance:

Year Time Product Description
2020 100 minutes AI Matching Intermittent slowness and timeouts in AI Matching due to a hardware failure in third party vendor's systems
2019 75 minutes AI Matching Slowness and occasional errors in one availability zone in AI Matching due to third party vendor's systems
2018 195 minutes Conversion for parsing Partial outage related only to conversion of some PDF documents in one availability zone; attributable to third party software (fixed)
2017 0 minutes    
2016 0 minutes    
2015 0 minutes    
2014 0 minutes    
2013 0 minutes    

In the event that AWS changes, discontinues, deprecates or terminates its services in a way that adversely impacts Sovren’s ability to continue the Service, Sovren reserves the right to change or terminate the Service. Sovren will give Users as much notice as reasonably possible and, in the event of a termination of Service, will provide User a pro-rata refund of the lesser of the remaining unused time or the remaining unused Credits.