Iron.io Service Level Agreement (SLA)
Last Updated: July 15, 2013
This Iron.io Service Level Agreement (“SLA”) is a policy governing the use of Iron.io Services under the terms of the Iron.io Terms of Service (“TOS”) by and between Iron.io, Inc. (“Iron.io”, “us” or “we”) and users of Iron.io’s services (“you”). Iron.io services (“Iron.io Services”) include IronMQ, IronWorker, and IronCache.
This SLA applies separately to each account using Iron.io Services that is under a Pro level tier or above. Unless otherwise provided herein, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. We reserve the right to change the terms of this SLA in accordance with the TOS.
Iron.io will use commercially reasonable efforts to make each Iron.io Service available with a Monthly Uptime Percentage (defined below) of at least 99.95% or during any monthly billing cycle (the “Service Commitment”). In the event Iron.io Services do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which Iron.io Services, as applicable, was in the state of “Unavailable.” Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Iron.io SLA Exclusion (defined below).
“Unavailable” and “Unavailability” mean an Iron.io Service that you are using is returning an API response that indicates the service is not available.
By way of example, “Unavailable” can mean:
A 500 error response is returned from API calls to Iron.io Services.
Tasks are queued are in IronWorker but do not run.
Messages have been placed in IronMQ but clients are not able to access them.
Note that “Unavailable” does not include errors or access issues that are attributable, in part or whole, to client-side interactions such as errors within client libraries, malformed API requests, or authentication errors by clients.
“Service Credit” is a monetary-based credit, calculated as set forth below, that we may credit back to an eligible account.
Service Commitments and Service Credits
Service Credits are calculated as a percentage of Iron.io Service-related charges paid by you (but does not include additional fees for support, professional services, or other non-Service charges) for the monthly billing cycle in which the Unavailability events occurred in accordance with the schedule below.
Monthly Uptime Percentage
Service Credit Percentage
Less than 99.00%
Less than 99.90%
We will apply any Service Credits only against future Iron.io Service-based payments otherwise due from you.
At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability incidents occurred.
Service Credits will not entitle you to any refund or other payment from Iron.io.
A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than five dollars ($5 USD).
Service Credits may not be transferred or applied to any other account.
Unless otherwise provided in the TOS, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Iron.io Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
Credit Request and Payment Procedures
To receive a Service Credit, you must submit a claim by opening a case in the Iron.io Support. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
The words “SLA Credit Request” in the subject line;
The dates and times of each Unavailability incident that you are claiming;
The affected account, project, worker, queue, or cache IDs; and
The request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycles following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
Iron.io SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of Iron.io Service performance issues:
caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Iron.io Services;
that result from any actions or inactions of you or any third party, including failure to upgrade client libraries in a reasonably timely manner;
that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control);
that result from errors or failures within clients that interfaces with Iron.io Services;
that result from any maintenance as provided for pursuant to the TOS; or
arising from our suspension and termination of your right to use Iron.io Services in accordance with the TOS (collectively, the “Iron.io SLA Exclusions”).
If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.