Service Level
Agreement

The SLA applies to Services subscribed under the Startup or Enterprise plan. It does not apply to the Autonomous plan, to the AI instance run on a single machine, to preview services, or to Services whose Order Form expressly excludes the SLA.

2.1. Monthly availability is the time in the month during which the Service responds normally at the measurement point, divided by the length of the month, after deducting the periods excluded under article 4. Unavailability is a period of at least 5 consecutive minutes during which the Service does not respond or returns server-side errors.

2.2. Bunker sets itself the following monthly targets. They are targets, with no guarantee of result: missing them gives rise only to the credits of article 5.

Availability is measured by external probes that query the public endpoint of the Service at regular intervals, using the monitoring provider listed in the list of sub-processors. The readings of these probes are authoritative, unless proven otherwise.

The following do not count as unavailability: (a) planned maintenance announced at least 5 Business Days in advance; (b) the patching and mitigation operations of article 9 of the Terms; (c) the protective measures of article 10 of the Terms, unless they result from a breach by Bunker; (d) force majeure; (e) causes attributable to the Customer, its users, its code, its configuration or its data sources; (f) failures of third-party networks and services outside the control of Bunker; (g) the suspensions provided for in articles 5.3 and 10.3 of the Terms.

5.1. Where the measured monthly availability is below the target, the Customer obtains, on request, a credit equal to a percentage of the monthly fee of the Service concerned, according to the scale for each plan in the table below. Credits do not stack. Only the highest percentage whose condition is met applies.

5.2. The total credit for a month does not exceed 50% of that fee. The Customer requests it by ticket within 30 days of the end of the month concerned. The credit is applied to the next invoice and is not refundable in cash.

5.3. Service credits are the only compensation due for failure to meet the availability levels and count towards the cap of article 15.3 of the Terms. Other breaches fall under article 15 of the Terms.

Support answers by email and by ticket, on business days. The SLA sets no support response time.