This Service Level Agreement (“SLA”) governs the use of Blockchain Database sp. z o.o. doing business as BlockDB ("we," "us," or "our") Services and applies to each customer utilizing these services. In the event of any conflict between this SLA and our Terms of Service or our API Terms of Service, the terms of this SLA will control solely to the extent of such conflict. Capitalized terms not defined herein shall have the meanings assigned in the Terms of Service.
1. Service Availability Commitment
We commit to using commercially reasonable efforts to ensure each service is available to meet the "Monthly Availability Commitment" as outlined below:
Class of BlockDB Services and Monthly Availability Percentage
API: >= 99.95%
Websockets delivery: >= 99.95%
SFTP server: >= 99.95%
Nodes: >= 99.90%
Availability will be measured for each service class collectively, not per individual access point, and a Service Credit (as defined in Section 5) will apply only if all designated access points are simultaneously unavailable during any outage
2. Calculation of Availability
"Monthly Availability Percentage" is calculated as follows:
(Unavailability Minutes in Month / Total Minutes in Month) ×100%
Scheduled maintenance and Unavailability Exclusions defined in Section 6 are not included in this calculation.
3. Redundancy and Access Point Diversification
Our infrastructure integrates multiple third-party providers across geographically diverse regions, incorporating robust SLAs, such as those provided by Google Cloud. This infrastructure is designed to optimize service redundancy and minimize the impact of isolated provider outages on overall service availability.
4. Recommended Use of BlockDB Libraries
We strongly recommend that customers implement our client libraries, available in multiple programming languages. These libraries support automatic connection redirection among our global access points in case of an isolated access point interruption, enhancing service reliability and minimizing exposure to outages.
5. Service Credits
If we fail to meet the Monthly Availability Commitment for a service, customers are eligible to receive Service Credits as a percentage of the applicable monthly fees, calculated according to the following schedule:
Monthly Availability Percentage and Service Credit Percentage
99.0% – < 99.95%* | 10% credit
95.0% – < 99.0% | 30% credit
< 95.0% | 100% credit
*Nodes service: 99.0% - < 99.90%
6. Unavailability Exclusions
The following will be excluded from any time-based calculations relating to our Service’s availability:
Scheduled network maintenance – occasionally network maintenance will be required by our servers providers. You will receive prior notification of upcoming maintenance at the e-mail address we have on file.
Hardware maintenance – on rare occasions, the hardware in our Servers may need maintenance or replacement.
Software maintenance – occasional our software updates will be required to improve user experience, address security or performance issues. Usually, you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
Customer Misuse: Incidents of Unavailability resulting from the customer’s misuse or unauthorized use of a specific class of our Service.
Outdated Software: Unavailability due to the customer’s use of an outdated version of our Services, third-party software, or failure to install a required update to either of the foregoing.
External Provider Issues: Unavailability caused by failures in third-party services or facilities, including data centers, telecom, internet, or other related services, or due to packet loss, network, or Internet issues beyond the control of our network boundary.
Cybersecurity Events and Unresolvable Software Bugs: Unavailability due to denial of service (DoS) attacks, virus or hacking attacks, or bugs in software, hardware, or services where there is no commercially reasonable, known solution (even if there is a known workaround).
Legal actions – In the case that a legal action is taken against a customer of Liquid Web and Liquid Web is required to act in accordance with the order, Liquid Web shall not be responsible for any SLA damages.
Force Majeure Events: Any Unavailability due to events outside of our direct control or that could not have been prevented with commercially reasonable care, including but not limited to natural disasters, acts of war, government actions, or other unforeseeable events.
7. Requesting Service Credits
To request a Service Credit, customers must file a claim through our Support by sending an email on [email protected] or by using contact form on our website blockdb.io within thirty (30) days of the incident. Customer must also provide Us with log files showing Downtime Periods and the date and time they occurred. If we verify the claim and confirm the Monthly Availability Commitment was unmet, a Service Credit will be issued within five (5) business days. Service Credits will be applied as a future billing adjustment for the same our Service.
Service Credits are the sole remedy for any service outage or performance issue. They will not exceed 100% of the customer’s monthly invoiced amount for the applicable service.