Legal – Service Level Agreement (SLA)

We understand that you need to be able to test continuously. When you can’t do that, it hurts productivity and your ability to deliver applications on time. We believe that you should be able to depend on Applitools and run your testing operations with confidence.

The basics

Our Service Level Agreement (SLA) for customers on the Plus plan and above guarantees a 99.6% monthly uptime.

SLA breakdown

SLAs can sometimes be hard to understand. So here’s a simple explanation.

Downtime

“Downtime” is based on two things: the number of minutes Applitools was unavailable, and the percentage of customers that were affected. If Applitools is down, we use server monitoring software to measure the server-side error rate, web server tests, TCP port tests, ping test results, and website tests.

At the end of each month, we add “downtime” periods together to calculate the overall monthly “downtime period”. Calculating “downtime” can be complicated, but we aim to keep it simple by tying our SLA guarantee to a single monthly uptime number.

Note: “Downtime” doesn’t affect everyone at the same time or in the same way: Applitools could be experiencing an outage, but your workspace is unaffected, and vice versa.

Some situations aren’t counted towards downtime. For example:

• “Scheduled Downtime” for maintenance
• Delays with sharing, uploading or processing images
• External network problems that we cannot control, such as bad routing tables between your internet service provider (ISP) and our server
• Slowness with certain features, such as search
• Issues impacting only your account that are related to external apps or third parties

Uptime

“Monthly Uptime” is the percentage of total possible minutes Applitools was available to you. Here’s how we calculate this:

[(total minutes in month - minutes of downtime) / total minutes in month]

Scheduled downtime

Sometimes we need to perform maintenance to keep Applitools working smoothly. If scheduled downtime is necessary, we’ll give you 48 hours advance notice. In a calendar year, scheduled downtime won’t exceed 10 hours.

A note about performance issues

Our SLA excludes the following performance issues:

• Issues caused by factors outside of our control. This includes issues resulting from your equipment and/or third-party equipment that’s outside the primary control of Applitools
• Issues that arise from our suspension or termination of your right to use Applitools in accordance with our Terms of Service.
• Issues that resulted from any actions or inaction by you or a third-party

Questions? Please send us a note — we’d love to help!