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Root & Branch Cloud (“RaB Cloud”) is a fully-managed platform that allows customers to deploy, scale, and manage applications directly from source code or container images without managing underlying infrastructure. RaB Cloud supports web applications, static websites, APIs, background workers, and cron jobs, with built-in integration for automatic deployment, scaling, and monitoring.

This Root & Branch Cloud Service Level Agreement (“SLA”) is a policy governing your use of the Root & Branch Cloud service and applies separately to each App Component associated with your Account (each a “Root & Branch App Component”). In case of conflict between this SLA and the Root & Branch Terms of Service or other agreement with us governing your use of our Services (the “Agreement”), the terms of this SLA will prevail, but only to the extent of the conflict.

Service Commitment

Root & Branch will use commercially reasonable efforts to provide a Monthly Uptime Percentage of 99.9% for each App Component.

Service Credits

If a specific App Component fails to meet the Monthly Uptime Percentage set forth above during a billing cycle, you will be eligible for Service Credits in accordance with the table below. “Service Credit” is a pound credit calculated as set forth below and as a percentage of the total charges paid or payable by you (excluding one-time payments) for the relevant month for that specific App Component.

To receive a Service Credit, you must submit a claim to Root & Branch by contacting Support, no later than the end of the second billing cycle after which the failure allegedly occurred. The claim shall include: (i) your user and the affected App Component; (ii) dates and times of each claimed Unavailable incident; and (iii) request logs that document the claimed outage and any other available supporting evidence of the Monthly Uptime Percentage.

If the Monthly Uptime Percentage is confirmed by Root & Branch's good faith determination and is less than 99.9%, Root & Branch will issue a Service Credit to you within one billing cycle following the month in which the request is confirmed. All Monthly Uptime Percentages and applicable Service Credits are calculated by Root & Branch. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one pound (£1 GBP). Service Credits apply only to charges incurred for the specific App Component affected and are credited towards future invoices. The Service Credits may not be transferred or exchanged for cash or other forms of payment.

Definitions

• 01Monthly Uptime Percentage: the percentage of time an App Component is available during a monthly billing cycle, calculated as: (Total minutes in the month − Minutes of Unavailability) ÷ Total minutes in the month.
• 02Unavailability — with an ingress route: any period of five (5) consecutive minutes or more during which an active App Component has no external connectivity and cannot serve external traffic.
• 03Unavailability — without an ingress route: any period of five (5) consecutive minutes or more during which the App Component fails to start or execute due to an internal Root & Branch Cloud issue.

Exclusions

Unavailability caused by the following events (“SLA Exclusions”) will not be considered when calculating the Monthly Uptime Percentage:

• 01Scheduled maintenance or customer-initiated downtime due to customer action or inaction.
• 02Factors beyond Root & Branch's reasonable control (including but not limited to force majeure events, third-party outages, customer equipment or network issues).
• 03Customer account restrictions, misuse, or violation of the Agreement.
• 04Issues arising from customer application code or configuration errors.