Metoro Enterprise Cloud Service Level Agreement
1. General
This Service Level Agreement (SLA) applies to customers on the Metoro Enterprise Cloud plan under an executed master subscription or services agreement and an applicable order form.
Support services under this SLA are available only during an active subscription term and while applicable fees are paid. Capitalized terms not defined here have the meaning given in the governing agreement.
Unless explicitly stated in an order form, support is provided remotely and does not include on-site services.
2. Definitions
- Business Hours
- Monday through Friday, 8:00 AM to 8:00 PM Eastern Time, excluding U.S. federal holidays.
- Incident
- A verifiable and reproducible failure of the Service to materially conform to current documentation.
- Downtime Incident
- A period when the Service is unavailable to Customer, measured from Metoro service-side telemetry.
- Monthly Uptime Percentage
- Calculated using the Monthly Uptime Percentage formula listed in Section 7.
- Planned Maintenance
- Scheduled maintenance communicated in advance with expected customer impact windows.
- Service Credit
- A credit applied to future invoices in accordance with Section 8 and subject to claim requirements.
3. Support Channels
Customers may open support requests using the channels enabled in their plan and order form.
- Email support via support@metoro.io.
- Dedicated Slack channel for plans that include premium or enterprise support.
- Severity 1 escalation routing for always-on triage by the on-call support engineer.
- Documentation and implementation guidance via docs.metoro.io.
When opening a request, Customer should provide a clear problem description, observed business impact, affected environment, and proposed severity.
4. Severity Levels and Response Times
Metoro prioritizes support requests by severity. Response times are targets, not guaranteed resolution times.
| Severity | Definition | Initial Response Target | Update Cadence | Coverage |
|---|---|---|---|---|
| Severity 1 (Critical) | Service outage or severe degradation with no viable workaround and material production impact. | 30 minutes | Every 2 hours until mitigation | 24/7 |
| Severity 2 (High) | Major feature impairment with significant business impact and limited workaround. | 2 business hours | At least once per business day | Business Hours |
| Severity 3 (Medium) | Partial loss of non-critical functionality with acceptable workaround available. | 1 business day | At least once every 2 business days | Business Hours |
| Severity 4 (Low) | General usage question, minor defect, or cosmetic issue with minimal business impact. | 2 business days | As needed during normal ticket lifecycle | Business Hours |
5. Customer Responsibilities
- Promptly report incidents with accurate severity and impact details.
- Maintain at least one technical contact who can collaborate on troubleshooting.
- Provide timely access, logs, traces, and configuration details reasonably required to reproduce issues.
- Implement documented remediation steps or configuration guidance in a reasonable timeframe.
- Notify Metoro once an incident is mitigated or resolved in Customer environments.
6. Support Exclusions
Metoro is not responsible for incidents caused by factors outside Metoro control or by unsupported usage patterns.
- Customer-side network failures, identity provider issues, firewall rules, or DNS misconfiguration.
- Unsupported integrations, custom modifications, or use outside documented product behavior.
- Third-party services not managed by Metoro, including external APIs and downstream systems.
- Force majeure events such as natural disasters, war, civil disturbances, internet backbone outages, or government actions.
- Issues resulting from delayed customer action on critical remediation instructions.
- Planned maintenance windows announced in advance by Metoro.
7. Availability Commitment
Metoro will use commercially reasonable efforts to maintain at least 99.95% Monthly Uptime Percentage for Enterprise Cloud in each monthly billing cycle.
((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100.8. Service Credits
If Metoro misses the availability commitment in a given month, Customer may request a Service Credit according to the table below.
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| < 99.95% and >= 99.90% | 10% |
| < 99.90% and >= 99.00% | 25% |
| < 99.00% | 50% |
Service Credits are applied to future invoices and are Customer sole monetary remedy for SLA misses, except where otherwise required by law.
9. Credit Claim Process
- Submit a credit request to support@metoro.io within 30 calendar days after the month in which the SLA miss occurred.
- Include account identifier, affected service/region, incident dates and times, and supporting evidence.
- Metoro will review and respond within 15 business days of receiving complete claim information.
- Approved credits are applied on the next billing cycle unless otherwise agreed in writing.
10. Termination for Repeated SLA Misses
If Monthly Uptime Percentage is below 99.95% in two consecutive calendar months, Customer may terminate the affected order form by written notice within the following calendar month.
Upon such termination, Metoro will refund pre-paid fees for the unused portion of the terminated term for the affected services.
11. Changes to This SLA
Metoro may update this SLA periodically. For materially adverse changes, Metoro will provide at least 30 days advance notice. Continued use of the Service after the effective date constitutes acceptance of the revised SLA.
12. Contact
For SLA questions: legal@metoro.io. For operational support and credit claims: support@metoro.io.