Definitions

• "Claim" means a claim submitted by Customer to XAMUN pursuant to this SLA that a Service Level has not been met and that a Service Credit may be due to Customer.

• "Customer" refers to the organization that has purchased Services from XAMUN.

• "Customer Support" means the services by which XAMUN may provide assistance to Customer to resolve issues with the Services.

• "Incident" means any set of circumstances resulting in a failure to meet a Service Level.

• "Xamun" means the Xamun entity that signed your Xamun Terms of Agreement/Use/Services.

• "Service" or "Services" refers to the Xamun Administration Module within the Xamun Application provided to Customer pursuant to the Agreement.

• "Service Credit" is the percentage of the monthly service fees for the Service that is credited to Customer for a validated Claim.

• "Service Level" means the standards Xamun chooses to adhere to and by which it measures the level of service it provides as specifically set forth below.

• "Fault Domain" refers to Access Control nodes that share the same networking infrastructure that have a common point of failure (e.g.,).

• "Downtime" means, for a domain, if there is more than a five percent user error rate. Downtime is measured based on server side error rate.

• "Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.

• "Tenant" represents one or more roles each consisting of one or more role instances that are deployed in a single package.

• "Update Domain" refers to a set of Xamun compute nodes to which platform updates are concurrently applied.

Service Credit Claims

• Xamun provides this SLA subject to the following terms. These terms will be fixed for the duration of the initial term of the subscription. If a subscription is renewed, the version of this SLA that is current at the time the renewal term commences will apply throughout the renewal term. Customer can review the most current version of the SLA and related terms at any time by visiting here.

• In order to be eligible to submit a Claim with respect to any Incident, the Customer must notify Customer Support of the Incident, using the procedures set forth by Xamun, within five business days immediately following the Incident.

• To submit a Claim, Customer must contact Customer Support and provide notice of its intention to submit a Claim. Customer must provide to Customer Support all reasonable details regarding the Claim, including but not limited to, detailed descriptions of the Incident(s), the duration of the Incident, network trace routes, the URL(s) affected and any attempts made by Customer to resolve the Incident.

• In order for Xamun to consider a Claim, Customer must submit the Claim, including sufficient evidence to support the Claim, by the end of the billing month following the billing month in which the Incident which is the subject of the Claim occurs.

• Xamun will use all information reasonably available to it to validate Claims and make a good faith determination on whether the SLA and Service Levels apply to the Claim

Service Credit Claims for Compute
• In the event that more than one Service Level is not met because of the same Incident Customer must choose only one Service Level under which a Claim may be made based on that Incident, and no other Claim under any other Service Level will be accepted for that Incident.

Service Credit Claims for Access Control
• Service Credits for this SLA will only be calculated against monthly fees associated with Access Control Services usage (not including bandwidth).

Service Credit Claims for Content Delivery Network
• Service Credits for this SLA will only be calculated against monthly fees associated with Xamun CDN. This includes charges associated with data transfers to edge nodes.

SLA Exclusions

This SLA, including any applicable Service Levels does not apply to any performance or availability issues with the Service:

   • Caused by factors outside Xamun's reasonable control;

   • Resulting from Customer's or third party hardware or software;

   • That resulted from actions or inactions of Customer or third parties;

   • Caused by Customer's use of the Service after Xamun advised Customer to modify its use of the Service,
   if Customer did not modify its use as advised;

   • During beta and trial Services (as determined by Xamun);

Or

   • Attributable to the acts or omissions of Customer or Customer's employees, agents, contractors, or vendors, or
   anyone gaining access to Xamun's Service by means of Customer's passwords or equipment.

   • Attributable during performing regular platform upgrades and patches.

Additional SLA Exclusion for Compute SLA
   • In addition to the SLA Exclusions noted in Section 1.c., the SLA and any applicable Service Levels related to the Monthly Role Instance Uptime does not include any performance or availability issues to perform regular platform upgrades and patches.

Service Levels

1) Monthly Uptime Service Level for Compute

Definitions
• "Downtime" is the total accumulated minutes when there is no connectivity (availability) between either the Access Control Service or the Access Control Service Management Service endpoints and Xamun’s internet gateway, as measured and aggregated in five-minute intervals.

A five-minute interval is marked as unavailable if all the customer’s attempts to establish a connection to Access Control Service fail throughout the interval.

• "Maximum Available Minutes" is the total accumulated minutes during a billing month totaled across the aforementioned Access Control Service endpoints.

• Availability Uptime: "Monthly Uptime Percentage" for a specific Customer is the total number of Maximum Available Minutes less Downtime divided by Maximum Available Minutes for a billing month for a given subscription of Access Control within Xamun. Monthly Uptime Percentage is reflected by the following formula:



Uptime Service Levels



*Service credit is calculated from Access Control within Xamun charges for the billing period in question, but applied for the subsequent billing month.

Monthly Role Instance Uptime Service Levels for Compute SLA



*Service credit applies only to Xamun Compute charges

2) Monthly Uptime Service Level for Storage

Definitions
• "Total Storage Transactions" are all the storage transactions in a given time interval (initially set at one hour) for a subscription, with a few notable exceptions. Examples of excluded transactions include pre-authentication failures, transactions that are throttled based on suspicion of abusive behavior, authentication failures, attempted transactions for accounts over their prescribed quotas, creation or deletion of containers, tables or queues, or clearing of queues. These exceptions do not count toward either Total Storage Transactions or Failed Storage Transactions.

a) "Failed Storage Transactions" include any of the following transactions that are also included in Total Storage Transactions:
- Transactions not processed within the time period specified below:



*These represent maximum processing times. Actual and average times are expected to be much lower

The amount of time spent processing a request above does not include the time it takes to transfer the request to/from the Xamun Storage service. It only includes the time spent processing the request in the Xamun Storage service.

- Those that are throttled due to the service failing to process the request, and the storage account is not being abusive and is obeying back off principles.

- Transactions not processed due to a lack of network connectivity between Customer’s storage account(s) and our Internet gateway for a complete five minute period, as measured and aggregated in five minute intervals. For purposes of determining the Failed Storage Transactions in this instance, an average number of storage transactions for the subscription will be added to both the Total Storage Transactions and Failed Storage Transactions to determine the Error Rate(s) for the period of outage, based on Customer’s aggregate Total Storage Transactions for that billing month for periods with connectivity.

b) Failed Storage Transactions do not include transactions which failed to complete successfully due to issues unrelated to a problem with our Service. Examples of these types of transactions include:

- Failures due to Customer application logic (e.g., creating a container that already exists).

- Transactions associated with SLA Exclusions.

- Requests dropped because the connection to the storage front-end was broken with the client.

- Throttled requests from accounts that are flooding our Service and not obeying back off principles. When a request gets back a server busy or timeout, it needs to perform back off before sending subsequent requests (e.g., after the first timeout/server busy wait 3 seconds, then 30 seconds, and then 90 seconds before retrying after each subsequent timeout/server busy).

- Requests with timeouts set lower than it is practical for the system to complete the request. This time is determined to be the processing time for transactions, as specified above, plus the time associated with transferring the request/data to/from Xamun Storage service. If the request timeout passed in is less than this, and the service does not complete the request within this time, then the transaction will not be counted towards Failed Storage Transactions.

• "Error Rate" is the total number of Failed Storage Transactions divided by the Total Storage Transactions during a set time interval (currently set at one hour).

• "Monthly Uptime Percentage" is calculated by subtracting from 100% the average Error Rate for the billing month for the customer’s storage transactions for an individual subscription. This is reflected in the following formula:

100% - Average Error Rate = Monthly Uptime Percentage

Uptime Service Levels



*Service credit applies only to Xamun Storage charges

3) Monthly Uptime Service Level for Access Control

Definitions
• "Downtime" is the total accumulated minutes when there is no connectivity (availability) between either the Access Control Service or the Access Control Service Management Service endpoints and Xamun’s internet gateway, as measured and aggregated in five-minute intervals.

A five-minute interval is marked as unavailable if all the customer's attempts to establish a connection to Access Control Service fail throughout the interval.

- "Maximum Available Minutes" is the total accumulated minutes during a billing month totaled across the aforementioned Access Control Service endpoints.

- Availability Uptime: "Monthly Uptime Percentage" for a specific Customer is the total number of Maximum Available Minutes less Downtime divided by Maximum Available Minutes for a billing month for a given subscription of Access Control. Monthly Uptime Percentage is reflected by the following formula:



Uptime Service Levels



*Service credit is calculated from Access Control charges for the billing period in question, but applied for the subsequent billing month

4) Monthly Message Processing Service Level

Definitions:
• "Downtime" is the total accumulated unavailable time intervals (calculated in minutes) within either the Access Control Service endpoint or the Access Control Service Management Service endpoint, for a specific customer during a set time period (currently set at one billing month) that is unavailable to the customer.

A 5-minute interval is marked as unavailable if all the customer’s attempts to process messages (token requests or management activities) through any internet facing endpoint on the Access Control Service (as described in our technical documentation) fail or take longer than 5 minutes to succeed after connection is established.

• Performance Uptime: "Monthly Uptime Percentage" for a specific Customer is the total number of Maximum Available Minutes less Downtime divided by Maximum Available Minutes for a billing month for a given subscription of Access Control Services. Monthly Uptime Percentage is reflected by the following formula:



Message processing Service Levels



*Service credit is calculated from Access Control charges for the billing period in question, but applied for the subsequent billing month

5) Monthly CDN (Content Distribution Network) Availability Service Level

Definitions:
• "Availability" is the percentage of HTTP transactions in which the CDN responds to client request and delivers the requested content without error. The "availability" of the service is calculated as the number of times the object was delivered successfully divided by the total number of requests (after removing erroneous data).

Methodology:

• Xamun CDN is not responsible for comprehensive monitoring of customer content; this responsibility lies with customer Xamun CDN will review data from any commercially reasonable independent measurement system used by the Customer.

• Customer must select a set of agents from the measurement system’s list of standard agents that are generally available and represent at least five geographically diverse locations in major worldwide metropolitan areas (excluding PR of China).

• Measurement System tests (frequency of at least one test per hour per agent) will be configured to perform one HTTP GET operation according to the model below:

• A test file will be placed on the Customer’s origin (e.g. Xamun Storage account).

• The GET operation will retrieve the file through the Service, by requesting the object from the appropriate Xamun domain name hostname.

• The test file will meet the following criteria:

• The test object will allow caching by including explicit "Cache-control: public” headers, or lack of "Cache-Control: private" header.

• The test object will be a file at least 50KB in size and no larger than 1MB.

• Raw data will be trimmed to eliminate any measurements that came from an agent experiencing technical problems during the measurement period.

Monthly Xamun CDN (Content Distribution Network) Availability Service Levels:



*Service credit applies only to Xamun CDN

Advertisements – For Xamun Freelance

You are solely responsible for the photos, profiles (including your name, image, and likeness), contents, comments, messages, notes, text, information, advertisements, listings, and other content that you upload, publish or display (hereinafter, "post") on or through the Service or the Site, or transmit to or share with other users (collectively the "User Content"). You may not post, transmit, or share User Content on the Site or Service that you did not create or that you do not have permission to post. You understand and agree that the Company may, but is not obligated to, review the Site and may delete or remove (without notice) any Site Content or User Content in its sole discretion, for any reason or no reason, including User Content that in the sole judgment of the Company violates this Agreement or the Xamun Code of Conduct or which might be offensive, illegal, or that might violate the rights, harm, or threaten the safety of users or others. You are solely responsible at your sole cost and expense for creating backup copies and replacing any User Content you post or store on the Site or provide to the Company.

When you post User Content to the Site, you authorize and direct us to make such copies thereof as we deem necessary in order to facilitate the posting and storage of the User Content on the Site. By posting User Content to any part of the Site, you automatically grant, and you represent and warrant that you have the right to grant, to the Company an irrevocable, perpetual, non-exclusive, transferable, fully paid, worldwide license (with the right to sublicense) to use, copy, publicly perform, publicly display, reformat, translate, excerpt (in whole or in part) and distribute such User Content for any purpose, commercial, advertising, or otherwise, on or in connection with the Site or the promotion thereof, to prepare derivative works of, or incorporate into other works, such User Content, and to grant and authorize sublicenses of the foregoing. You may remove your User Content from the Site at any time. Xamun does not assert any ownership over your User Content; rather, as between us and you, subject to the rights granted to us in these Terms, you retain full ownership of all of your User Content and any intellectual property rights or other proprietary rights associated with your User Content

Internet Connection

Internet Cable, DSL and other high speed internet connection is required for the proper transmission of the Service. Customer is responsible for procuring and maintaining the network connections that connects to the service of Xamun

Data Storage and Allocation Fees

The maximum disk storage space provided to the Customer at no additional charge is a cumulative of 1GB per Tenant's Subscription. If the amount of disk storage required exceeds this limit, the Customer shall have an option to increase its storage capacity with corresponding fee located in the Tenant's dashboard. Xamun will use reasonable efforts to notify the Customer when the average storage used per license reaches approximately 90% of the maximum; however, any failure by Xamun to so notify the Customer shall not affect the Customer's responsibility for such additional storage charges. Xamun reserves the right to establish or modify its general practices and limits concerning storage of Customer Data.