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Service Level Agreement

Last Revised: March 17, 2021


The Service is currently hosted on Amazon Web Services ("AWS"). The Service will be available 100.00% of the time that AWS is functioning correctly.

There is no planned Service maintenance downtime, ever.

If any User does not experience at least that level of availability, and User provides convincing proof that such failure is attributable to a fault in the Service and not to any other cause (and is therefore a "Service Failure"), Provider will allow User to cancel the service and receive a pro-rata refund of the lesser of the remaining unused time or the remaining unused Credits.

UPTIME/AVAILABILITY

Lifetime Uptime: 99.99997%
Historical uptime:

YearSovren planned downtimeUnplanned outagesReason
20210 minutes0 minutes
20200 minutes0 minutes
20190 minutes33 minutesIntermittent timeouts occurred from customer abuse. See below for details.
20180 minutes0 minutes 
20170 minutes0 minutes 
20160 minutes25 minutesGeneral intermittent AWS outage due to DDOS/DNS attack
20150 minutes0 minutes 
20140 minutes0 minutes 
20130 minutes27 minutesGeneral intermittent AWS outage

On 2019/09/27 at 10:01 AM EST, a customer sent the US SaaS system requests at more than 1,000 times the allowed throughput. This caused intermittent timeouts for some US based customers until the system was fully stabilized by 10:34 AM EST. Normally we are able to stop such problems before they overwhelm all of our servers, but this time we bungled our response, resulting in intermittent outages for approximately 33 minutes.  On an ongoing basis, we are working to enhance our software to have smarter self-healing methods in place and improve our internal training and processes.

PERFORMANCE/STABILITY

Lifetime 100% Performance: 99.9999% (zone adjusted)
Periods of reduced performance:

YearTimeProductDescription
2020100 minutesAI MatchingIntermittent slowness and timeouts in AI Matching due to a hardware failure in third party vendor's systems
201975 minutesAI MatchingSlowness and occasional errors in one availability zone in AI Matching due to third party vendor's systems
2018195 minutesConversion for parsingPartial outage related only to conversion of some PDF documents in one availability zone; attributable to third party software (fixed)
20170 minutes  
20160 minutes  
20150 minutes  
20140 minutes  
20130 minutes  

In the event that AWS changes, discontinues, deprecates or terminates its services in a way that adversely impacts Sovren’s ability to continue the Service, Sovren reserves the right to change or terminate the Service. Sovren will give Users as much notice as reasonably possible and, in the event of a termination of Service, will provide User a pro-rata refund of the lesser of the remaining unused time or the remaining unused Credits.