Platform SLAs
Athelas commits to 99% platform uptime. Our tools are built to be there when you need them. We measure availability as the percentage of time each month the platform is up and working as intended, not counting Excluded Downtime.
Excused Downtime: Any period of unavailability or degraded performance of the Services caused by: (i) scheduled or emergency maintenance, provided Athelas provides reasonable advance notice where practicable; (ii) acts or omissions of Customer or its authorized users, including misconfiguration, unauthorized access attempts, or failure to meet minimum system requirements; (iii) third-party service failures outside Athelas's reasonable control; (iv) Force Majeure events beyond Athelas's reasonable control; (v) Customer's failure to implement configuration changes recommended by Athelas; or (vi) any suspension of Services permitted under the executed Agreement.
