SERVICE LEVEL COMMITMENT
Service Level Commitment
Oracle commits to provide 99.5% uptime with respect to the Customer’s Service during each calendar quarter of the
Term, excluding regularly scheduled maintenance times.
If in any calendar quarter this uptime commitment is not met by Oracle and Customer was negatively impacted (i.e.,
attempted to log into or access the Service and failed due to the unscheduled downtime of the Service), Oracle shall
provide, as the sole and exclusive remedy, a service credit equal to one month’s fee for the use of the Service.
Scheduled and Unscheduled Maintenance
Regularly scheduled maintenance time does not count as downtime. Maintenance time is regularly scheduled if it is
communicated in accordance with the notice section set forth below at least two full business days in advance of the
maintenance time. Regularly scheduled maintenance time typically is communicated at least a week in advance,
scheduled to occur at night on the weekend, and takes less than 10-15 hours each quarter. Oracle hereby provides
notice that every Saturday night 10:00pm - 10:20pm Pacific Time is reserved for routine scheduled maintenance for
use as needed. For the Monexa Services only, Oracle hereby provides notice that every Wednesday night between
11:30pm – 4:00am Pacific Time is reserved for routine scheduled maintenance for use as needed.
Oracle in its sole discretion may take the Service down for unscheduled maintenance and in that event will attempt to
notify customer in advance in accordance with the Notice section set forth below. Such unscheduled maintenance will
be counted against the uptime guarantee.
Credit Request
In order to receive a credit under this service level commitment, Customer must request it simply by emailing Oracle at
billing@[Link], within five days of the end of the applicable quarter. If Customer submits a credit request and
does not receive a prompt automated response indicating that the request was received, Customer must resubmit the
request because the submission was not properly received and will not result in a credit. Customers who are past due
or in default with respect to any payment or any material contractual obligations to Oracle are not eligible for any credit
under this Service Level Commitment. The service credit is valid for up to two years from the quarter for which the
credit was issued. Oracle shall calculate any service level downtime using Oracle’s system logs and other records.
Updates/Notice
This Service Level Commitment may be amended by Oracle in its discretion but only after providing thirty days advance
notice. Notices will be sufficient if provided to a user designated as an administrator of your applicable account either:
(a) as a note on the screen presented immediately after completion of the log in authentication credentials at the log in
screen, or (b) by email to the registered email address provided for the administrator(s) for Customer’s account.
Exclusion of Sandbox and Beta Accounts
Any Sandbox, Beta and/or debugger accounts and other test environments are expressly excluded from this or any
other service level commitment.
Note: If you have contracted with NetSuite K.K., then all references herein to “Oracle” shall refer to “NetSuite.”
Oracle - NetSuite Service Level Commitment – v051517
Oracle - Confidential