Hello, this is Klaytn API Service team.

Thank you very much for using Klaytn API Service (KAS).

We inform you about the service level (SLA) provided by Klaytn API Service.

Ground X complies with the service level (hereinafter “SLA”) of Klaytn API Service. Contents that are not specified are subject to the terms of service provided at the bottom of the Klaytn API Service homepage.

What is Service Level?

① Provider shall observe the service level (hereinafter "SLA") specified in this Contract.

② Matters not specified in this Contract are subject to the terms of service rendered at the bottom of the Klaytn API Service homepage, and this Contract shall take precedence in the event of a conflict between Provider and Subscriber regarding the service level. However, according to the Service Contract between Provider and Subscriber, Provider shall have the right to modify the terms of SLA.

③ SLA may be amended by agreement between the parties, and if any modification, SLA of the time when the failure occurred shall be applied.

What is Service Responsibility?

① Provider shall make commercially reasonable efforts (service responsibility) to provide each of the included products and services at a monthly uptime percentage of at least 99.9% (defined below) during all monthly billing cycles. If the included products and services do not meet the stated service responsibility, Subscriber shall be entitled to receive service credit as defined below. Service credit shall not be cash and be paid in the form of points that may be used only within the service.

② However, SLA shall not be applied to Subscriber who uses the free service model, but only to Subscriber who has signed a fee-based model Contract with Provider.

③ The meaning of monthly uptime (availability) percentage and downtime to define the service responsibility is as follows.

●      Monthly uptime (availability) percentage (%) = 100 x [1-{Sum of downtime (minutes) when the service was not available due to reasons attributable to Provider during one month of the service period / one month (minutes) of the service period}] ("Minute" means minute, a unit for measuring time).

●      Downtime: Measured from the time when Subscriber notifies Provider of the fact that the service was not available (from the time when Provider becomes aware of such fact in the case of becoming aware of that fact before the subscriber's notification).

Compensation according to the service level responsibility is as follows.

① When Subscriber raises/requests complaints about the service level, Provider may identify the scope of compensation according to the service level responsibility and propose it to the subscriber.

② Service credit shall be calculated and issued according to the scope and criteria of compensation by the service level responsibility specified hereunder (however, the amount less than 10 won shall be cut). The issued service credit may be applied to all services used by Subscriber under the corresponding account, unless otherwise specified, but shall not be transferred or applied to any other account except the corresponding account.

③ Service credit shall not be refundable in cash even if Subscriber stops using the service, and be automatically deducted from the next month's usage amount.

④ For Subscriber to receive service credit, Subscriber shall request the issuance of service credit through the customer support center of Provider by the end of the month following the month when the downtime occurred (for example, until March 31 if the downtime occurs on February 15). Upon request, the requested document specifying the product name, KRN, duration of downtime, log data, etc. and related supporting data shall be submitted.

⑤ If Provider confirms that the monthly uptime (availability) percentage of this service does not meet the standard, Provider shall issue service credit within the month following the month of such request.

[The Scope and Criteria of Compensation by Service Level Responsibility]

In the following cases, compensation according to the service level shall not be applied.

1. When downtime occurs due to factors beyond the reasonable control of Provider (when the service is interrupted due to natural disaster, war, acts of terrorism, riots, national emergency, nationwide network failure, and force majeure similar to the aforementioned)

2. When downtime occurs due to unauthorized actions of Subscriber or the failure to perform necessary actions (prerequisite configuration or necessary programs are not installed, randomly deleted, etc.) or due to customer's persons including employees, agents, contractors, and suppliers of Subscriber who access the company network by using Subscriber's account or equipment

3. When downtime occurs because Subscriber did not follow Provider's recommendations or service policy, or when an intrusion or a downturn occurs because the Subscriber neglected proper security management for the system

4. When downtime occurs due to Subscriber's incorrect input, violation of the precautions specified by Provider in the terms of service or the guidelines, or excessive use of the service beyond the limit

5. When the service is interrupted for inspection as previously notified by Provider

6. When the service is interrupted to prevent the spread of accident that occurred in Subscriber's system using the service

7. When a service downtime occurs due to illegal intrusion from outside such as hacking even though Provider has taken reasonable protective measures under relevant laws

8. When Provider suspends or terminates Subscriber's right to use the service according to the terms of service or a separate contract

9. When downtime occurs while Subscriber is using the service for which the service fee is overdue or while using a beta test, trial use, trial version, etc.

10.  In the events that are not due to other actions of Provider (including nonperformance) and are similar to the above subparagraphs

11.  When a service downtime occurs due to other reasons attributable to Subscriber 

If you have further questions regarding SLA, please contact us through KAS Help Center.

Thank you.

Klaytn API Service