AIH FRaaS Service Level Agreement
Last Updated: March 20, 2020
This AIH FRaaS Service Level Agreement (“SLA”) is a policy
governing the use of AIH Facial Recognition as a Service (FRaaS).
In the event of a conflict between the terms of this SLA and the
terms of other agreements with us governing your use of our
Services (the “Agreement”), the terms and conditions of this SLA
apply, but only to the extent of such conflict. Capitalized terms
used herein but not defined herein shall have the meanings set
forth in the Agreement.
A “Service Credit” is a dollar credit, calculated as set forth
below, that we may credit back to an eligible account.
“Monthly Uptime Percentage” for a given service region is
calculated as the average of the Availability of all 5-minute
intervals in a monthly billing cycle. Monthly Uptime Percentage
measurements exclude downtime resulting directly or indirectly
from any AIH FraaS SLA Exclusion.
“Availability” is calculated for each 5-minute interval as the
percentage of Requests processed by AIH FRaaS that do not fail
with Errors and relate solely to the provisioned AIH FRaaS
function. If you did not make any Requests in a given 5-minute
interval, that interval is assumed to be 100% available.
“Request” means a call to an AIH FRaaS API.
An “Error” is any Request that returns an error code in the 5xx
range, e.g. 500 or 503.
AIH FRaaS will use commercially reasonable efforts to make AIH
FRaaS available with a Monthly Uptime Percentage for each region,
during any monthly billing cycle (the “Service Commitment”). In
the event AIH FRaaS does not meet the Service Commitment, we will
give you Service Credits in accordance to the table below .
Service Credits are calculated as a percentage of the following
charges paid by you for the applicable AIH FRaaS API for the
monthly billing cycle in which the Monthly Uptime Percentage for a
given region fell within the ranges set forth in the table below:
Monthly Uptime Percentage
Service Credit Percentage
Less than 99%
Less than 950%
Less than 80%
We will apply any Service Credits only against future AIH FRaaS
payments otherwise due from you. At our discretion, we may issue
the Service Credits to the credit card you used to pay for the
billing cycle in which the unavailability occurred. Service
Credits will not entitle you to any refund or other payment from
AIH FRaaS. Service Credits will be applicable and issued only if
the credit amount for the applicable monthly billing cycle is
greater than ten dollars ($10 CAD). Service Credits may not be
transferred or applied to any other account. Unless otherwise
provided in the Agreement, your sole and exclusive remedy for any
unavailability or non-performance or other failure by us to
provide AIH FRaaS is the receipt of Service Credits (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 emailing
[email protected] . 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:
(i) caused by factors outside of our reasonable control, including
any force majeure event or Internet access or related problems
beyond the demarcation point of AIH FRaaS;
(ii) that result from any voluntary actions or inactions from you
or any third party (e.g. scaling of provisioned capacity,
misconfiguring security groups, VPC configurations or credential
settings, disabling encryption keys or making the encryption keys
(iii) that result from you not following the best practices
described in the AIH FRaaS Documentation on the AIH FRaaS Site;
(iv) that result from your equipment, inputs (including images and
videos), software or other technology and/or third party
equipment, inputs, software or other technology (other than third
party equipment within our direct control); or
(v) arising from our suspension and termination of your right to
use AIH FRaaS in accordance with the Agreement (collectively, the
“AIH FRaaS SLA Exclusions”).
If availability is impacted by factors other than those explicitly
used in our Monthly Uptime Percentage calculation, then we may
issue a Service Credit considering such factors at our sole