Safous WAAP Service Level Agreement

(as of Jun 26, 2023)

1. Service Level Agreement（SLA）

Safous WAAP Service (the “Service”) provides the Service Level Agreements set forth below. If the service level does not meet this Service Level Agreements, a portion of the service fee will be reduced.

The Service Level Agreement shall be based on the results of the measurement of service availability according to the criteria determined by IIJ. If a breach of the quality warranty is recognized, Customer is entitled to receive service credits in accordance with the provisions of the "Safous WAAP Service Level Agreement" (hereinafter referred to as the "SLA").

2. Definitions for Service Level Agreement

“Service Credits” means the credits incurred as a result of the Service not meet the SLA, as further outlined below.

3. Service Level Agreements and Limitation of Warranty

In accordance with this SLA, the details of the quality warranty and limitation of warranty for the Service are set forth below.

Service Availability　99.9％

The Service will be available 99.9% of the total hours during each month where Customer uses the service. The SLA shall apply when the Service is not available to all the users of each contract due to Safous Global POP failure or service application malfunction and such availability is less than the Service Availability set forth above.

The calculation method of Service Availability will be based on the method IIJ has established.

4. Limited Warranty

The following are not included in the unavailability time

• POP maintenance time as defined by the Service.
• Unavailability of the Service due to causes other than POP failures and service application malfunctions.
• Restriction, suspension, or discontinuance of the Service in accordance with DataSheet and Safous WAAP terms and conditions.
• Any Safous WAAP service that is provided free-of-charge either for evaluative or proof-of-concept purposes.
• Unavailability Time due to Force Majeure
• Force majeure including, but is not limited to
  • Social unrest such as war, civil war, terrorism, and riots
  • Acts of God such as earthquakes, tsunamis, volcanic eruptions, lightning strikes, floods, snowfall, and falling rocks
  • Business disruptions such as denial of service attacks (DoS attacks)

5. Formula

Service Availability is calculated using the following formula.
* (Rounding down to the nearest third decimal place)

Service Availability (%)
= (1 - Monthly unavailable time (minutes)/Total monthly time (minutes))*100

6. Terms of Service Credits：

• Application : Required
  • Service Credits for unavailability is not automatic.
• Application method: Form prescribed by IIJ
• Application Deadline: One month from the date of occurrence of the event to be compensated.
• IIJ will research the incident(s) to determine if a Service Level Agreement was not met
  
  
• Application : Required
  • Service Credits for unavailability is not automatic.
• Application method: Form prescribed by IIJ
• Application Deadline: One month from the date of occurrence of the event to be compensated.
• IIJ will research the incident(s) to determine if a Service Level Agreement was not met

7. Service Credit：

Failure to meet this SLA results in a Service Credit as follows:

• 0% or more but less than 99.9% : 1/30th of the monthly fee for basic services
• 0% or more but less than 98.0% : 10/30th of the monthly fee for basic services
• Less than 96%                  : 30/30th of the monthly fee for basic services

Service Credits can only be applied against future Fees for Safous WAAP Service and will be reflected as a credit on the next invoice. For avoidance of doubt, in no event any portion of the fee paid shall be refunded as a credit.