Webscale Networks, Inc. Service Level Agreement
Last updated November 9, 2026
1 Scope
This Service Level Agreement (this "SLA") applies to the Webscale Services provided under any Order that includes Support Services. It is incorporated into and forms part of the Master Services Agreement between Webscale Networks, Inc. ("Company") and the customer identified in that Order ("Customer") (the "MSA"). Capitalized terms used and not otherwise defined in this SLA have the meanings given to them in the MSA.
2 Definitions
"Production Environment" means an environment in which the Webscale Services serve live end user traffic for a commerce storefront operated by Customer.
"Available" means a Production Environment can be accessed from one or more locations on the public Internet. Company does not commit to availability from any particular location, network or geography.
"Publication Date" means the date on which this SLA was last updated, as stated at the head of this SLA.
"Total Minutes" means the number of minutes in the applicable calendar month.
"Excluded Minutes" means, for a Production Environment, minutes of Planned Downtime together with minutes of unavailability attributable to any cause set out in Section 9.
"Available Minutes" means, for a Production Environment, Total Minutes, less Excluded Minutes, less the minutes during which that Production Environment was not Available.
"Support Page" means the Webscale support packages and service matrix published at https://www.webscale.com/plan/support-packages/, as then current. The Support Page constitutes Company's then-current support policies for the purposes of Section 2 of the MSA.
"Priority Level" means an incident priority level P0 through P3, as defined on the Support Page. P0 means an event in which a Production Environment is down. Degraded performance of a Production Environment is P1.
"Service Level Objective" means a support target set out on the Support Page, including first response targets, update intervals, included incident volumes, onboarding allowances, Developer Enablement allowances and monitoring coverage. Company operates to its Service Level Objectives and reports against them on request. Service Level Objectives are not service level commitments, and no Service Level Credit or other remedy arises from a failure to meet one.
3 Version of this SLA
This SLA applies to each Order with an Agreement Effective Date on or after the Publication Date. Where an Order has an earlier Agreement Effective Date, the version of this SLA in effect on that date continues to apply to that Order until the first day of its next Renewal Term, from which date this SLA applies. The claim period in Section 8 does not apply to a Service Level Credit in respect of a calendar month ending before the Publication Date.
This SLA applies in the form published at https://www.webscale.com/sla as of the Agreement Effective Date of the applicable Order. Company may update this SLA from time to time, provided that no such update will modify the service levels delivered under that Order during the then-current Term unless the Parties agree in writing. Upon any Renewal Term, the SLA in effect on the first day of that Renewal Term will govern. Company retains each published version of this SLA and of the Support Page, together with the date on which each was published, and will provide any of them to Customer on request.
4 Service Availability
Company will make each Production Environment Available at least 99.98% of the time in each calendar month, measured in accordance with Section 5 (the "Availability Commitment"). The Availability Commitment is the only service level Company commits to under this SLA.
5 Measurement of Service Availability
Service Availability = [ Available Minutes / (Total Minutes - Excluded Minutes) ] x 100
Service Availability is calculated separately for each Production Environment. Service Availability is measured in whole minutes from the down alerts recorded in Company's event log, which are the basis for the calculation, and is rounded to two decimal places. Where an Order commences or terminates during a calendar month, Service Availability for that month is measured over the portion of the month in which the Webscale Services were provided.
6 Planned Downtime
"Planned Downtime" means any period of unavailability for which Company has given Customer at least fourteen (14) days prior notice, together with maintenance operations Company performs to keep the Webscale Services secure and supportable. Where reasonably practicable Company schedules Planned Downtime at weekends between 9:00 p.m. and 3:00 a.m. Mountain Time, and will work with Customer to reduce impact where Customer operates principally in another time zone. Planned Downtime is Excluded Minutes and does not count against the Availability Commitment.
7 Service Level Credits
Where Service Availability for a Production Environment in a calendar month is below the Availability Commitment, Customer is entitled on request to a Service Level Credit for that Production Environment, calculated as a portion of the Fees paid by Customer for that Production Environment for the affected month, as follows. A Service Level Credit is determined separately for each affected Production Environment, subject to the aggregate limit in Section 8.
| Service Availability in the month | Service Level Credit, portion of the monthly Fees paid | Actual downtime per 30-day month, for reference |
|---|---|---|
| Below 99.98% and at or above 99.97% | 1/30th | About 9 to 13 minutes |
| Below 99.97% and at or above 99.90% | 2/30th | About 13 to 44 minutes |
| Below 99.90% and at or above 99.85% | 3/30th | About 44 to 65 minutes |
| Below 99.85% and at or above 99.80% | 5/30th | About 65 to 87 minutes |
| Below 99.80% and at or above 99.50% | 15/30th | About 87 to 216 minutes |
| Below 99.50% | 100% | More than 216 minutes |
Service Availability calculated under Section 5 determines the applicable band.
8 Claiming a Service Level Credit
To claim a Service Level Credit, Customer must submit a request through the Webscale support portal or by email to Company's support address within thirty (30) days after the end of the calendar month in which the shortfall occurred, identifying the affected month, each affected Production Environment and the incidents relied upon. Company will verify the claim against the down alerts recorded in its event log within thirty (30) days of receipt and apply any Service Level Credit due against the next invoice. Service Level Credits issued in respect of any one month will not in aggregate exceed the Fees paid by Customer for that month. Service Level Credits are Customer's sole and exclusive remedy under this SLA for any failure to meet the Availability Commitment. Section 8.2 of the MSA sets out Company's sole obligation and Customer's sole and exclusive remedy in respect of that failure.
9 Exclusions
The following are Excluded Minutes and do not count against the Availability Commitment.
- Planned Downtime.
- Unavailability caused by Customer applications, Customer application servers, Customer databases or Customer database servers.
- Unavailability caused by any act or omission of Customer or its personnel, contractors or third party providers, including configuration changes, deployments and code releases.
- Unavailability caused by matters that the Webscale Shared Responsibility Security and Operational Model for the ecommerce platform Customer operates allocates to Customer or to any party other than Company.
- Suspension of Customer's access permitted under Section 5.3 of the MSA, and any action taken under the Acceptable Use Policy referenced in Section 1.5 of the MSA.
- A Force Majeure event as defined in Section 14 of the MSA.
The Webscale Shared Responsibility Security and Operational Model is published at https://docs.webscale.com and applies in the form published as of the Agreement Effective Date of the applicable Order. Company may update it from time to time, provided that no such update will expand the matters excluded under this Section during the then-current Term unless the Parties agree in writing. Upon any Renewal Term, the version in effect on the first day of that Renewal Term will govern.
10 Support Services and Service Level Objectives
Support Services are provided at the support tier identified in the applicable Order. The Support Page describes, for each tier, the tier definition, the Priority Levels, first response targets, update intervals during an incident, included incident volumes, support channels, onboarding allowances, monitoring coverage and Developer Enablement allowances.
The targets described on the Support Page are Service Level Objectives. Company operates to them and will report performance against them to Customer on request. They are not service level commitments and no Service Level Credit or other remedy arises from a failure to meet one.
Where an Order states support terms expressly, including tier descriptions, coverage windows, Priority Level definitions, first response targets or update intervals, those terms govern for that Order. Terms stated in an Order are Service Level Objectives.
Company may update the Support Page from time to time, provided that no such update will modify the Support Services delivered under the applicable Order during the then-current Term unless the Parties agree in writing. Upon any Renewal Term, the Support Page in effect on the first day of that Renewal Term will govern.
Company maintains operational support documentation at https://docs.webscale.com, which is provided as guidance and is updated from time to time. Where that documentation and the Support Page differ, the Support Page governs.
11 Support Requests and Priority Levels
Customer submits support requests through the Webscale support portal or to Company's published support email addresses. When submitting a request through the portal Customer selects a case priority. Case priorities available in the support portal correspond to Priority Levels as published on the Support Page. Company may reassign the Priority Level of a request where the reported impact does not correspond to the Priority Level definition on the Support Page, and will notify Customer when it does so.
12 Limitations
The Availability Commitment in Section 4 is the only service level commitment Company makes under this SLA, and Service Level Credits arise only in respect of a Production Environment. Support Services are provided in respect of the Webscale Services generally. No Service Level Credit or other remedy attaches to any Service Level Objective or to any other commitment described on the Support Page, including first response targets, update intervals, onboarding allowances, Developer Enablement allowances and monitoring coverage, each of which is a feature of the applicable support tier. Nothing in this SLA increases Company's aggregate liability beyond the limitation set out in Section 11 of the MSA. For an existing Order, no change to the Availability Commitment takes effect except through a written amendment executed by both Parties. Changes to the Support Page are governed by Section 10.