Service Level Addendum – Actionability
(effective 1 December 2019)
1. General. This Service Level Addendum – Actionability (“SLA Addendum”) is governed by the terms of the General Terms, the applicable PSLT, the applicable Sales Order, and the Service Level Agreement – On-demand Services.
2. Service Credit Table. For the purposes of this SLA Addendum, the following Service Credit Table will apply.
Uptime Percentage
Service Credit %
≥ 95.0% but < 99.5%
10% of Monthly Fees
≥ 90.0% but < 95.0%
15% of Monthly Fees
<90.0%
25% of Monthly Fees
3. Conflict. In the event of any inconsistency or conflict between this SLA Addendum and Service Level Agreement – On-demand Services, the terms of this SLA Addendum will apply for the applicable Covered Service (as defined in this SLA Addendum).
4. Definitions. For the purposes of this SLA Addendum:
- 4.1. “Available or Availability” means when Adobe’s or its third-party monitoring services indicate that the Covered Service are operational enough to, as applicable, receive, process and respond to Requests.
- 4.2. “Covered Service” means any or all of the following that Customer has licensed in an applicable Sales Order:
- 4.2.1. Adobe Campaign Cloud Messaging; Standard; and Transactional Messaging (“Campaign”)
- 4.3. “Origin Delivery Service” means services managed by Adobe’s worldwide data centers, which are used to deliver content not cached by the CDN.
- 4.4. “Process Email” means receiving a request to send an email, preparing an email for sending, and invoking a request to send the email (email delivery is not included, as it depends on third parties (e.g., ISPs and ESPs)).
- 4.5. “Requests” for each of the following individual services means:
- 4.5.1. Campaign – Adobe Campaign Cloud Messaging; Standard; and Transactional Messaging – requests to Process Email subject to Intended Usage Parameters as described in the applicable Product Description.