SearchStax Managed Search Service Level Agreement

Last Revision Date – May 23, 2024

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SearchStax will use commercially reasonable efforts to maximize the availability of SearchStax Managed Search, and provide performance standards as detailed below. This Service Level Agreement (“SLA”) applies only to SearchStax Managed Search deployments at Gold, Platinum or Platinum Plus Plan Level that have been up for a minimum of 24 hours, and does not apply to any other product offered by SearchStax (“Included Deployment Plan”).

If: (i) SearchStax does not achieve and maintain the Monthly Guaranteed Uptime Percentages set forth in the table below for an Included Deployment Plan (“SLA Violation”), and (ii) Customer meets its obligations under this SLA, Customer will receive the service credits described below as Customer’s sole and exclusive remedy for an SLA Violation.

Dedicated Cluster – Deployment Plan Level	Monthly Guaranteed Uptime
Gold Plan Level	99.5%
Platinum Plan Level	99.9%
Platinum Plus Plan Level	99.95%

Service Credits are Calculated as Follows

Gold Plan Level

Monthly Guaranteed Uptime	Service Credit
< 99.5%	10%
< 99%	20%
< 98%	30%

Platinum Plan Level

Monthly Guaranteed Uptime	Service Credit
< 99.9%	10%
< 99.5%	20%
< 99%	30%

Platinum Plus Plan Level

Monthly Guaranteed Uptime	Service Credit
< 99.95%	10%
< 99.5%	20%
< 99%	30%

Service Credits Terms and Conditions:

Credits will be made in the form of a monetary credit applied to a future subscription of the Service. A pending credit does not release a Customer from its obligation to pay SearchStax invoices submitted for payment in full when due.

In order for a Customer to be eligible to receive a credit under this SLA, the Customer must use the latest version of the Service.

Service Credits may not be exchanged for, or converted to, monetary compensation.

Customer Obligations

To be eligible for a Service Credit:

• Customer must log a support ticket with SearchStax within 30 days of first becoming aware of an event that impacts Service availability.
• Customer must submit its claim and all required information by the end of the month immediately following the month in which the Outage occurred.
• Customer must include all information necessary for SearchStax to validate its claim, including: (i) a detailed description of the events resulting in Outage, including Customer’s request logs that document the errors and corroborate Customer’s claimed outage (with any confidential or sensitive information in the logs removed or replaced with asterisks); (ii) information regarding the time and duration of the Outage; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of Customer’s attempts to resolve the Outage at the time of occurrence.
• Customer must reasonably assist SearchStax in investigating the cause of the Outage and processing Customer’s claim.
• Customer must comply with Customer’s applicable SearchStax Subscription Service Agreement, applicable SearchStax Managed Search documentation and any advice from SearchStax’s support team.

Definitions

“Monthly Guaranteed Uptime” means the total number of minutes in a month, minus the number of minutes of Outage suffered from all Outages in a month, divided by the total number of minutes in a month and expressed as a percentage.

“Outage” is calculated per SearchStax Solr deployment on a monthly basis and is the total number of minutes during the month that the entire SearchStax Solr deployment was unavailable. A minute is considered unavailable if all of your continuous attempts to establish a connection to the Apache Solr Service within the minute fail. Outage does not include: (i) partial minutes of unavailability,  (ii) scheduled downtime for maintenance and upgrades, or (iii) an Excluded Outage.

“Service Credit” is the percentage of the Subscription Price to be credited to you if SearchStax approves your claim, as set forth in the table above.

“Subscription Price” means the base monthly subscription fee for the applicable SearchStax Plan, exclusive of any fees related to add-ons or excess usage.

“SLA” means this Service Level Agreement.

“Excluded Outage” means the following: (i) unavailability caused by circumstances beyond our reasonable control, including, without limitation, act of God, acts of government, emergencies, natural disasters, flood, fire, civil unrest, acts of terror, strikes or other labor problems; (ii) any problems resulting from any Customer technology issue; (iii) interruptions or delays in providing the Service resulting from telecommunications or internet service provider failures outside of our datacenter as measured by our third party website availability monitoring provider; (iv) Service degradation or suspension as a result of a Customer exceeding limits under an applicable SearchStax subscription (v) downtime caused by unavailability of a Cloud Provider’s (AWS, Azure or GCP) data center or a particular region unless appropriate Disaster Recovery option is purchased for that particular SearchStax Solr deployment; and (vi) any interruption or unavailability resulting from the misuse, improper use, alteration, or damage of the SearchStax subscription.

Notice of Changes

SearchStax will provide at least thirty (30) days’ advance notice for changes to the SLA that affect a Customer’s SearchStax subscription by either: (i) sending an email to Customer’s point of contact for notices; (ii) posting a notice in the SearchStax Dashboard; or (iii) posting a notice to the applicable SLA webpage. If a change to the SLA has a material adverse impact on Customer and Customer does not agree to the change, Customer has the right to terminate the corresponding service order within thirty (30) days of notice of such change from SearchStax.

This SLA applies to Customers who subscribe to the listed SearchStax Plans on or after the date of last update. The changes are not retroactive. If you are an existing Customer as of that date, a description of your service level agreement may be found below.

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Last Updated: September 19, 2022

Previous versions of our Service Levels and Support can be found below:

• 2022-09-22 SearchStax Cloud Service Level Agreement
• 2022-09-19 Subscription Service Levels and Support Agreement – Exhibit A