Vanta Service Level Agreement
This Vanta Service Level Agreement describes Vanta’s service level commitment in connection with Customer’s use of the Services. Capitalized terms used but not defined in Service Level Agreement have the meanings given to them in the MSA.
- Uptime Guarantee
During the Service Period of Customer’s Order Form, the Services will have a 99% monthly Uptime percentage (“Guaranteed Uptime”). Guaranteed Uptime is determined on a calendar month basis. If Guaranteed Uptime is not met during any given month, Customer will be eligible to receive the Fee Credits described below against future Fees. - Customer Must Request Fee Credits
To receive Fee Credits, Customer must notify Vanta within thirty (30) days after the end of the calendar month where Vanta did not meet Guaranteed Uptime. Such notice should include all information reasonably necessary for Vanta to validate Customer’s claim. Failure to comply with the foregoing requirements will forfeit Customer’s right to receive a Fee Credit. If Customer rightfully requests Fee Credits in accordance with this section, Vanta will apply the applicable Fee Credits to Customer’s next invoice. - Exclusive Remedies
Fee Credits are Customer's sole and exclusive remedy for any failure by Vanta to meet Guaranteed Uptime. - Definitions
"Downtime" means the total minutes in a given month in which Customer’s Vanta instance is unavailable. Downtime does not include any unavailability resulting from or caused by (a) Scheduled Maintenance; (b) any use of the Services by Customer not in accordance with the documentation or the MSA, or (c) any conditions beyond Vanta’s reasonable control, including but not limited to the unavailability of Third Party Products or Services, internet outages, outages in connection with Customer’s network, or any third party cloud hosting provider downtime or scheduled maintenance.
"Fee Credit" means the following:
“Scheduled Maintenance” means total minutes of planned maintenance in the month. Scheduled Maintenance windows can be found at status.vanta.com.
"Uptime” means the number of minutes in a given month that Customer’s Vanta instance is accessible and not suffering from Downtime, as calculated by the following equation:
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