This Service Level Agreement (鈥�SLA鈥�) applies to Subscriptions purchased pursuant to the 91导航 Master Services Agreement and associated Order Form(s) (鈥�Agreement鈥�) under which Customer agrees or has agreed to procure, and 91导航 agrees or has agreed to provide, access to and use of 91导航鈥檚 SaaS solution. This is version v1202609, which is effective from September 15, 2026.
Capitalized terms used but not defined in this SLA have the same meanings as set out in the main body of the Agreement.
For the purposes of this SLA, the following words and phrases shall have the following meanings:
鈥�Monthly Uptime Percentage鈥� means the difference of the total number of minutes in a calendar month minus the number of minutes of Unpermitted Downtime in the calendar month, divided by the total number of minutes in the calendar month.
鈥�Scheduled Maintenance鈥� means Software unavailability due to maintenance, upgrades, replacement of hardware or software or any other like activity of which 91导航 notifies Customer at least five (5) business days in advance via the Software or via email. 91导航 will use commercially reasonable efforts to perform Scheduled Maintenance during weekend hours and no more than once per calendar month.
鈥�Unpermitted Downtime鈥� means any unavailability of the Software except: (a) during Scheduled Maintenance; or (b) due to causes beyond 91导航鈥檚 reasonable control, such as, for example, labour disputes; riots; civil disturbances; acts of God; acts of war or terror; government actions; orders of courts or tribunals; third-party API credential or permission errors or unavailability; Customer equipment; or computer, telecommunications, internet service provider or hosting facility failures or delays involving hardware, software or power systems, malicious code, hacking, or denial of service attacks.
91导航 will make the Software available to Customer at least 99% of the time in any calendar month. If availability for the Software is less than 99% for a given calendar month of the Subscription Period then Customer shall be eligible to receive a service credit in the form of an extension of its Subscription for the applicable Software at no additional charge (鈥�Service Credit鈥�), as specified below:
| Monthly Uptime Percentage | Monthly Unpermitted Downtime (minutes) | Subscription Extension |
|---|---|---|
| <99% 鈮�95% | 432-2160 | 7 days |
| <95% | >2160 | 28 days |
To receive a Service Credit, Customer must notify 91导航 at legal@gearset.com within 30 days after the end of the month in which 91导航鈥檚 applicable failure to meet the SLA occurred, providing documentary evidence of such failure.聽Customer may view 91导航鈥檚 availability at any time on the 91导航 Website (at or such other url as it may be displayed) from time to time.
In the event a claim is disputed, 91导航 will provide Customer with a report documenting applicable Monthly Uptime Percentage. The aggregate maximum amount of Service Credits to be issued to Customer for a calendar month will not exceed 45 days鈥� extension of the Subscription for the applicable Software.
For any partial calendar month during the Subscription Period, availability will be calculated based on the entire calendar month, not just the portion for which Customer subscribed.
91导航 will use reasonable efforts to acknowledge and respond to genuine requests for support received from Customer鈥檚 Authorised Users via the in-app chat on gearset.com or by email to support@gearset.com within 4 Working Hours of receipt of any inbound message received on a Working Day. If the message is received on a day that is not a Working Day, it will be acknowledged and responded to within 4 Working Hours on the next Working Day.
This SLA does not apply: (i) during any Evaluation Period; (ii) to the Free Version of the Software; or (iii) to Pilots. 91导航 will have no obligations under this SLA during any period in which Customer is in breach of the Agreement, including any payment obligations thereunder.
Service Credits are Customer鈥檚 exclusive remedy and 91导航鈥檚 entire liability for 91导航鈥檚 failure to meet the SLA.