This Service Level Agreement ("SLA") applies exclusively to Enterprise customers who have an active Enterprise agreement for the Biqli Services, as defined in our Terms of Service. This SLA is incorporated into and forms part of our Terms of Service and your Enterprise agreement.
1. Service Availability
Biqli LLC ("Biqli", "we", "us" and/or "our") will use commercially reasonable efforts to make the Biqli Services available 99.9% of the time, excluding any Excused Downtime events, as defined below ("Service Level").
The Biqli Services covered by this SLA include:
- Biqli Links: Short link creation, customization, and redirection services.
- QR Codes: QR Code generation and redirection.
- Link-in-Bio: Hosting and availability of Link-in-Bio pages.
- Biqli Analytics: Link performance analytics and data collection.
Service availability will be calculated by dividing the total number of minutes in which the Services are available during a calendar month ("Uptime") by the total number of minutes in that month minus minutes of Excused Downtime, and then multiplying by 100 ("Uptime Percentage").
Uptime Percentage = (Uptime / (Total minutes in month - Excused Downtime)) *
100
If the Services fail to meet the Service Level, you will receive a Credit as described in Section 3 of this SLA.
2. Excused Downtime
"Excused Downtime" is defined as any time the Services are not available, resulting from:
- Scheduled Maintenance: Planned maintenance announced at least one week in advance.
- Third-Party Failures: Outages caused by failures of third-party vendors (e.g., payment processors, DNS providers, cloud infrastructure).
- Client-Side Issues: Outages resulting from your software, hardware, or network configuration.
- Force Majeure Events: As defined in our Terms of Service, including fires, power outages, extreme weather, labor disputes, or government interventions.
- Security Incidents: Emergency measures taken to protect the platform.
- Account Suspension: Services suspended due to non-payment or violations of our Terms of Service.
3. Service Credits
A "Credit" is a percentage of the monthly fees for the affected Services, credited to you for downtime below the Service Level.
3.1. Credit Eligibility Requirements
To receive a Credit, you must:
- Notify Biqli in writing at contact@biq.li within thirty (30) days of the incident.
- Provide documentation showing the impact of the downtime.
- Be current on all payments.
Failure to comply with these requirements will forfeit your right to a Credit.
3.2. Credit Calculation
| Monthly Uptime Percentage | Credit (% of Monthly Fee) |
|---|---|
| 99.0% to 99.89% | 10% |
| 95.0% to 98.99% | 25% |
| < 95.0% | 50% |
3.3. Credit Limitations
- The maximum Credit in a single billing month will not exceed 50% of your monthly fee.
- Credits are your sole and exclusive remedy for any violation of this SLA.
- Credits will be applied to future invoices and cannot be redeemed for cash.
4. Dispute Resolution
If a dispute arises regarding this SLA, Biqli will make a determination in good faith based on our system logs and monitoring reports. Such determination will be final and binding. Disputes are subject to the resolution procedures in our Terms of Service.
5. SLA Modifications
We reserve the right to modify this SLA at any time. We will provide at least 30 days' notice of material changes to Enterprise customers.