Venafi Control Plane Service Availability Levels

99.9% Uptime. The Venafi Control Plane is backed by an uptime guarantee of 99.9% for cloud services, including TLS Protect Cloud, TLS Protect for Kubernetes, and Zero Touch PKI. The details are explained in the contractual SLA below. For more information on service levels, visit the status pages for TLS Protect Cloud (https://status.venafi.cloud/) and Zero Touch PKI (https://status.ztpki.venafi.com/)

Service Level Agreement (SLA)

Definitions
1. “Licensed Cloud Service” means a software-as-a-service or multitenant application-over-the Internet service offered by Venafi under a subscription license agreement executed by a customer (“Licensee”).
2. “Emergency Downtime” means a period, not to exceed eight (8) hours, during which the Licensed Cloud Service is generally unavailable for access due to the performance of emergency maintenance by or on behalf of Venafi.
3. “Scheduled Downtime” means a period, not to exceed twelve (12) hours, during which the Licensed Cloud Service is generally unavailable for access due to the performance of maintenance by or on behalf of Venafi, where Venafi has provided notice of such maintenance at least seven (7) days in advance (a) by means of a notification in the Licensed Cloud Service user interface or (b) by means of an email.
4. “Service Availability Level” means, with respect to a given calendar month, the percentage (based on twenty-four hour days for the number of days in such month) that the Licensed Cloud Service is generally available for access through its online portal(s), excluding Scheduled Downtime, Emergency Downtime, interruptions in connectivity between the Licensed Cloud Service and Licensee-managed downloadable extensions, and other unavailability caused by circumstances beyond Venafi’s reasonable control,including without limitation, acts of God, acts of government, floods, fires, earthquakes, civil unrest, acts of terror, strikes or other labor problems, denial of service attacks, internet service provider failures or delays, or hosting facility failures or delays, if such failures or delays result from a force majeure event.
Availability Level
1. Venafi will use commercially reasonable efforts to maintain the Licensed Cloud Service with a Service Availability Level of at least 99.9% (the “Availability Target”).
Availability Credits
1. If the Service Availability Level fails to meet the Availability Target in a given calendar month of Licensee’s License Term, then Venafi’s sole obligation in relation thereto and Licensee’s sole and exclusive remedy therefor, is that Licensee shall be eligible to receive service credits for future subscriptions of the same Licensed Cloud Service (“Service Credit(s)”) as described more fully below.
2. To receive a Service Credit, Licensee must file a support ticket at support@venafi.com within thirty (30) days following the applicable period(s) of unavailability that cause the Service Availability Level to fall below the Availability Target, setting out the date(s) and time(s) of unavailability and the perceived issue/business impact.
3. If the unavailability is validated by Venafi, Venafi shall issue to Licensee a Service Credit equal to, for annual subscriptions, one-twelfth of the total annual subscription fee, for the affected Licensed Cloud Service subscription multiplied by the applicable credit percentage set out in the table below.
  
  Service Availability Level during Relevant Month:
  
  Below
  
  But at Least
  
  Credit Percentage
  
  99.9% 99.5% 5.0%
  99.5% 99.0% 10%
  99.0% 98.0% 15.0%
  98.0% 0% 20.0%

Venafi Control Plane Service Availability Levels

Service Level Agreement (SLA)

Service Availability Level during Relevant Month:

Products

Solution Offerings

Solutions by Industry

Consulting

Resources

Ecosystem

Open Source

Company

Below	But at Least	Credit Percentage
99.9%	99.5%	5.0%
99.5%	99.0%	10%
99.0%	98.0%	15.0%
98.0%	0%	20.0%