BuildCognition Service Level Agreement (SLA)
Effective starting: February 18, 2025
1. Service Level Commitment. For BuildCognition cloud offering, BuildCognition, Inc. must provide the following monthly uptime percentage to Customer (the "Service Level Commitment"):
Cloud Plan | Service Level Commitment |
|---|---|
Basic | 99.5% |
Premium | 99.9% |
2. Service Credits.
2.1. Eligibility. To be eligible to receive a service credit for BuildCognition's failure to meet the Service Level Commitment ("Service Credit"), Customer must submit a ticket by emailing support@buildcognition.com within fifteen (15) days after the end of the calendar month in which the alleged failure occurred and provide any other reasonably requested information or documentation. BuildCognition's monitoring and logging infrastructure is the sole source of truth for determining whether BuildCognition has met the Service Level Commitment.
2.2. Issuance. If BuildCognition confirms a failure to meet the Service Level Commitment, BuildCognition will apply the Service Credit, which will be calculated as described in Appendix B, against a future payment due from Customer for BuildCognition, provided that Customer's account is fully paid up, without any overdue payments or disputes. No refunds or cash value will be given for unused Service Credits. Service Credits may not be transferred or applied to any other BuildCognition account or Product. The aggregate maximum Service Credit applied to an invoice will not exceed 100% of the amount invoiced for BuildCognition in that invoice billing period (which, since Service Credits are applied to future payments, is not the month in which BuildCognition was unavailable).
3. Exclusions. Customer is not entitled to Service Credits if Customer is in breach of the Agreement (as defined below) or has not provisioned BuildCognition. The Service Level Commitment does not include unavailability to the extent due to: (a) Customer's use of BuildCognition in a manner not authorized under the Agreement; (b) force majeure events or other factors outside of BuildCognition's reasonable control, including internet access or related problems; (c) Customer equipment, software, network connections or other infrastructure; (d) Customer Data or Customer Materials (or similar concepts defined in the Agreement); (e) Third-Party Products; or (f) routine scheduled maintenance or reasonable emergency maintenance as stated in the BuildCognition Maintenance Policy. The Service Level Commitment does not apply to (i) sandbox instances or Free or Beta Products (or similar concepts in the Agreement) or (ii) features excluded from the Service Level Commitment.
4. Exclusive Remedies. Service Credits are Customer's exclusive remedy and BuildCognition's entire liability for BuildCognition's failure to meet the Service Level Commitment.
5. Definitions. All capitalized terms used and not defined in this Service Level Agreement have the meanings given to them in the applicable agreement between Customer and BuildCognition for BuildCognition referencing this Service Level Agreement ("Agreement").
6. Support Center. The BuildCognition Success Center can be found via the help button in the product dashboard.
Appendix A – Covered Experiences
BuildCognition Covered Experiences*:
Quality Log
Expanded Scope Page
Cognition Center
Schedule Automation
*Covered Experiences include browser-based experiences only (not, e.g., integrations, API calls or mobile versions).
Appendix B – Service Credits
Premium Plan
Monthly Uptime Percentage | Service Credit* |
|---|---|
Less than 99.9% but greater than or equal to 99.0% | 10% |
Less than 99.0% but greater than or equal to 95.0% | 25% |
Less than 95.0% | 50% |
*Percentage of the monthly fees attributed to BuildCognition
Basic Plan
Monthly Uptime Percentage | Service Credit* |
|---|---|
Less than 99.5% but greater than or equal to 99.0% | 10% |
Less than 99.0% but greater than or equal to 95.0% | 25% |
Less than 95.0% | 50% |
*Percentage of the monthly fees attributed to BuildCognition
Calculation
The monthly uptime percentage indicated in the above tables is determined by subtracting from 100% the percentage of Downtime Minutes (as defined below) out of the total minutes in the relevant calendar month. All calendar months are measured in the UTC time zone.
Example calculation:
Total minutes in a 30-day calendar month: 43,200
Downtime Minutes in the same month: 60
Percentage of Downtime Minutes: 0.138889%
100% minus 0.138889% results in a monthly uptime percentage of 99.86%
Subject to the terms of this Service Level Agreement, in this example, the customer is eligible for Service Credits equivalent to 10% of the monthly fees attributable to BuildCognition for the month in which the failure occurred.
Definitions
"Covered Experiences" are specified for BuildCognition in Appendix A.
"Downtime Minute" occurs when the Error Rate in a given minute is greater than 5%.
"Error Rate" means, over a given 1-minute period, the percentage of Customer's requests to Covered Experiences resulting in an error out of Customer's total requests to those Covered Experiences. For example, subject to the terms of this Service Level Agreement, where BuildCognition confirms for a given minute that
All Covered Experiences were completely inoperable or unable to receive Customer's requests, the Error Rate for that minute is 100%. It counts as a Downtime Minute for BuildCognition.
10 of 100 requests by Customer to at least one Covered Experience were unsuccessful, the Error Rate for that minute is 10%. It counts as a Downtime Minute for BuildCognition.
1 of 100 requests by Customer to at least one Covered Experience were unsuccessful, the Error Rate for that minute is 1%. It does not count as a Downtime Minute for BuildCognition.
Customer attempted no requests to any of the Covered Experiences over a minute, the Error Rate for that minute is 0%. It does not count as a Downtime Minute for BuildCognition.
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