MessageBird Service Level Agreement

Behoudens fraude of aantoonbare materiële fouten in de rapportage, zijn onze gegevens met betrekking tot elke SLA in aanmerking komende dienst bindend en definitief.

For purposes of calculating whether we have met the applicable Uptime Percentage Threshold and notwithstanding anything naar de contrary, a SLA Eligible Service will not be considered to be Unavailable if such Unavailability is caused by or arises out of one of the following (“Uptime Exclusions”):

• Factoren buiten onze redelijke controle, met inbegrip van, maar niet beperkt tot, overmacht, weersomstandigheden, invloeden van gebouwen en structuren (indien van toepassing op de relevante SLA in aanmerking komende Diensten), problemen of problemen in verband met de telecommunicatieprovider, internettoegang of aanverwante problemen die zich voordoen buiten het demarcatiepunt van onze dienst (of van onze directe hosting onderaannemers (d.w.z. buiten het punt in het netwerk waar wij toegang en controle over de relevante Diensten behouden), naleving van een regelgevende vereiste, instructie of soortgelijke verplichting onder of krachtens de toepasselijke wetgeving;

• Any action or inaction by you, your users, or any third party (other than our agents and subcontractors) including, where applicable naar de SLA Eligible Services, your failure to comply with our instructions and your failure to provide reasonable access to relevant equipment; 

• Issues resulting from or arising out of your applications (including Customer Applications), equipment, software or other technology and/or third party equipment, software or other technology not provided by MessageBird (including, if applicable, any of its Affiliates) under the Order Form; 

• Our ability to suspend or terminate your access to the applicable Service in accordance with de overeenkomst; 

• Non-production use of the Email  Service;

• Any scheduled maintenance; 

• Maintenance on the Video Service including scheduled maintenance, disaster recovery testing, or to optimize or repair the Video Services that may impact the availability of the Video Services, provided we notify you seven (7) working days in advance of such maintenance. Any scheduled maintenance of the Video Services will not be performed between 08:00 - 20:00 CET.  

• Unscheduled maintenance on the Push Notification API Service that is performed outside of normal business hours of 09:00 to 17:00 UTC, provided that we have used reasonable endeavors to give you at least four (4) hours’ advance notice; 

• Emergency maintenance on the Services, including maintenance on critical system changes that cannot wait for scheduled maintenance; 

• Use of the applicable SLA Eligible Service in breach of de overeenkomst; 

• Beta Products;  and

• Updates of wijzigingen van Telserv Services, mits Telserv Service u op de hoogte heeft gesteld van mogelijke updates of wijzigingen;

  
  

In the event we do not meet the applicable Uptime Percentage Threshold for the SLA Eligible Service you purchased, you will be entitled to request the applicable Service Credit listed in the table below.  In each case you believe you are entitled to a Service Credit, you must notify us of such entitlement based on the applicable Kredietaanvraagprocedure below.

Wie kan geen aanspraak maken op. You will not be eligible for any Service Credits if (i) you breached de overeenkomst, or (ii) your claim relates to an aspect of our Services for which Service Credits do not apply (including where Service Credits are not specified as applicable in any Order Form, de overeenkomst, the Product Specific Terms or otherwise), or (iii) if you use an SLA Eligible Service by means of a free or pay as you go plan through an online self service portal.