ArcoVPN Service Level Agreement (SLA)

During the term of the ArcoVPN license agreement (the "Agreement"), the Covered Service will provide the customer with a Monthly Uptime Percentage of at least 95% (the "Service Level Objective" or "SLO"; because of factors such as DDoS attacks that affect stability, a higher guarantee cannot be offered [if this matters to you, please consider another provider]; for team, enterprise, and custom customers the Monthly Uptime Percentage is at least 99%). If ArcoVPN does not meet the SLO and the customer has met its obligations under this SLA, the customer will be eligible for the outage credits described below. This SLA states the customer’s sole and exclusive remedy for any failure by ArcoVPN to meet the SLO. Capitalized terms used but not defined in this SLA have the meanings given in the Agreement.

Definitions

The following definitions apply to the ArcoVPN cloud connectivity SLA:

• “Covered Service" means the cloud connectivity service provided by ArcoVPN, or at any other URL ArcoVPN may provide.
• “Outage" means no response for more than 30 minutes.
• “Outage Duration" means that, because of an ArcoVPN system failure, all correctly configured access points in two or more zones of the same region cannot carry any traffic to those access points and cannot fail over to other access points in that region.
• “Outage Duration" means a period of 30 consecutive minutes of downtime. Intermittent downtime of less than 30 minutes is not counted.
• “Monthly Uptime Percentage" means (total minutes in the month - all Outage Durations in the month) / total minutes in the month.

Packet Loss and Latency

ArcoVPN actively monitors its services and adjusts routing promptly when carriers experience network jitter, to minimize its impact. In practice, however, customers are still affected by many factors such as their carrier’s routing policy, carrier network scheduling, cable signal, and device quality.

For these reasons, ArcoVPN does not guarantee latency under this SLA.

Outage Credits

SLA Exclusions

These guarantees apply to each of the customer’s products/services individually, not to the whole bill. This SLA does not apply to:

1. Services designated as Alpha or Beta (unless stated otherwise in the relevant documentation)
2. Features excluded from the SLA (in the relevant documentation)
3. Issues caused by factors beyond ArcoVPN’s reasonable control
4. Issues caused by the customer’s software or hardware, third-party software or hardware, or both
5. Issues caused by abuse or other conduct in breach of the Agreement
6. Services that ArcoVPN has stated in writing are not covered by the SLA
7. Scheduled maintenance announced in the designated place that the customer did not receive because of the customer or the customer’s network
8. High packet loss or latency at access points caused by factors other than ArcoVPN

Maximum Credit

For all Outages in a single billing month, the maximum total credit ArcoVPN issues to the customer will not exceed 50% of the amount payable for the Covered Service in that month. Credits are issued as account balance within 7 days after the request.

Obtaining Credits

To receive an SLA credit for an outage, the customer must submit a support ticket to ArcoVPN and explicitly request the credit.

The ticket must include the product number for which the credit is requested, a description of the outage, when it occurred, and the Outage Duration (see above).

Credits may be requested only for services that ArcoVPN has stated in writing are covered by the SLA. A customer who does not meet these requirements loses the right to a credit. In any dispute about this SLA, ArcoVPN will make a good-faith determination based on its system logs, monitoring reports, configuration records, and other available information, and will provide an audit to the customer on request.