RTRT.me - Service Level Agreement ( 2019-01-09 )

About this SLA

This RTRT.me Service Level Agreement (“SLA”) is a policy governing the use of the RTRT.me Platform (“RTRT.me”) under the terms of the RTRT.me Customer Agreement ("the RTRT Agreement”) between Dilltree Inc (“Dilltree”, “RTRT.me”, “us” or “we”) and the Timer or Event (“you”) with an RTRT.me Account and Agreement to use the RTRT.me Platform.

This policy applies only to RTRT.me Customers and does not apply to standard End Users of the platform.

Unless otherwise provided herein, this SLA is subject to the terms of the RTRT.me Customer Agreement and capitalized terms will have the meaning specified in the RTRT.me Customer Agreement. This SLA applies only to your Account and your Agreement, and sub-accounts of your Account will be treated as one and the same. We reserve the right to change the terms of this SLA in accordance with the RTRT Agreement.

Our Service Commitment

Dilltree will use commercially reasonable efforts to make RTRT.me available with a Monthly Uptime Percentage (defined below) of at least 99.94%, in each case during any month. In the event Dilltree does not meet the Service Commitment, you will be eligible to receive a Service Credit as a percentage of your monthly bill, plus 1/12^th of any Annual Fee based Agreements.

We will apply any Service Credits only against future payments otherwise due from you. At our discretion, we may issue the Service Credit via the same method that you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Dilltree Inc. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than ten dollars ($10 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the RTRT.me Customer Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

RTRT.me SLA Exclusions

Our Service Commitment does not apply to any unavailability, suspension or termination: (i) that result from a suspension described in the Termination sections of your RTRT.me Customer Agreement; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of RTRT.me; (iii) that result from any actions or inactions of you, of your sub-accounts, or of or any third party, including failure to acknowledge a recovery; (iv) where service is available but not used, perhaps due to Event cancellation; (v) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (vi) that result from any maintenance as provided for pursuant to the RTRT.me Customer Agreement; or (vii) arising from our suspension and termination of your right to use RTRT.me in accordance with the RTRT.me Customer Agreement (collectively, the “RTRT.me SLA Exclusions”).

If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Definitions

• “End User” means any individual or entity that directly or indirectly through another user: (a) accesses or uses Your Content or RTRT.me Content; or (b) otherwise accesses or uses the Services.
• “Monthly Uptime Percentage” is derived by subtracting from 100% the percentage of minutes during the month in which RTRT.me, as applicable, was in the state of “Service Unavailable.” Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Exclusion (defined below).
• “RTRT.me Customers” are Event Timers, Event Owners or other entities bound by an active RTRT.me Customer Agreement.
• “Service Unavailable” mean that one or more RTRT.me service is “Unavailable” to you or your End Users.
• “Service Credit” is a dollar amount that we may apply to an eligible account to compensate for unavailability.