Service Level Agreement

This Idura Service Level Agreement (“SLA”) governs the use of the Idura Verify Authentication Runtime pursuant to the terms of the Idura Terms of Service (“TOS”) between Idura ApS. (“Idura”, “us”, or “we”) and any user of the Idura Verify Authentication Runtime (“you”, “your”, or “Customer”). To the extent you have more than one Idura account, this SLA applies to each Idura account individually. Except as otherwise set forth in this SLA, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. Idura reserves the right to change the terms of this SLA in accordance with the TOS.

1. Definitions

“Monthly Uptime Percentage” means the difference between 100% and the percentage of Unavailable Time for the applicable month.

“Service Credit” means a monetary credit, equal to 10% of your usage fees in the month in which the Unavailable Time (as defined below) occurred, that Idura will credit back to an eligible Idura account.

“Unavailable Time” means the Idura Verify Authentication Runtime for the applicable product is not available for use, as measured in continuous 5-minute increments. Unavailable Time does not include any unavailability resulting from any Exclusion (as defined below).

Monthly Uptime Percentage: < 99.5 %
Service Credit: 10 %

Note about target Monthly Uptime Percentage: If you purchase a Idura Enterprise SLA, then Idura will make the Idura Verify Authentication Runtime available 99.9% of the time each month and all references to a 99.5% Monthly Uptime Percentage in this SLA shall be replaced with a 99.9% Monthly Uptime Percentage. If you are no longer subscribed to Idura Enterprise SLA, then the Monthly Uptime Percentage shall revert to 99.5%.

2. Service Commitment

Idura will make the Idura Verify Authentication Runtime available 99.5% of the time each month. If Idura’s Monthly Uptime Percentage is below 99.5% in a given calendar month, then you will be eligible to receive a Service Credit as described in Section 3 below. Availability of the Idura Verify Authentication Runtime is measured by the third party performance and monitoring services contracted by Idura (the “Monitoring Service”). The Monitoring Service reports of availability are currently available at https://status.idura.eu. Idura may adjust the measure of availability by the Monitoring Service to account for any Exclusions applicable to such period.

3. Credit Request and Payment Procedures:

To receive a Service Credit, you must submit a request to Idura as described in this Section 3. You must make the submission to Idura Customer Support within thirty (30) days from the time you become eligible to receive the applicable Service Credit. Such submission must include: (a) “SLA Claim” as the subject of the ticket; (b) the dates and times of Unavailable Time for which a credit is being claimed; (c) any documentation of the applicable outage. Each Service Credit will be applied to future amounts payable by you in connection with the applicable Idura product. No refunds or cash value will be given. Service Credits may not be transferred or applied to any other Idura account.

4. Exclusions

Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability of the Idura Verify Authentication Runtime or any other Idura Verify Authentication Runtime performance issues, that (a) are caused by factors outside of Idura’s reasonable control, including, without limitation, any force majeure event, identity provider-related problems or issues, or Internet access or related problems occurring beyond the point in the network where Idura maintains access and control over the Idura Services; (b) result from any actions or inactions of you or any third party (other than Idura’s agents and subcontractors); (c) result from any Customer Application(s), equipment, software or other technology and/or third party equipment, software or other technology (except for equipment within Idura’s direct control); or (d) occurs during Idura’s scheduled maintenance for which Idura will provide at least twenty-four (24) hours prior notice; or (e) problems or issues related to alpha, beta or not otherwise generally available Idura features or products (collectively, the “Exclusions”).

5. Entire SLA Liability

This SLA states Idura’s sole and entire liability to you and your sole remedy with respect Idura’s failure to meet the Monthly Uptime Percentage.