1. Overview
At Terros, we are committed to providing highly available, scalable, and secure services to our customers. This document outlines our service level objectives, uptime statistics, architectural decisions that support high availability, and our approach to transparency and accountability.
2. Uptime Commitment
SLA:
Terros will use commercially reasonable efforts to make the Platform (defined in Section 3) available with a Monthly Uptime Percentage of at least 99.95%.
This translates to a maximum of:
22 minutes of unplanned downtime per month
3. Service Credits
On this page, "Terros" means Terros, the provider of the Terros platform, and "Licensee" means the customer that licenses the Terros platform under its Terros Software License. "Platform" means the Terros production services, including the Terros Sales App and Website.
Service Commitment. Terros will use commercially reasonable efforts to make the Platform available with a Monthly Uptime Percentage of at least 99.95% during any monthly billing cycle (the "Service Commitment").
Service Credits. If Terros does not meet the Service Commitment, Licensee will be eligible to receive a Service Credit as described below:
Monthly Uptime Percentage | Service Credit (% of that month's Fees) |
Less than 99.95% but equal to or greater than 99.5% | 5% |
Less than 99.5% but equal to or greater than 98.0% | 10% |
Less than 98.0% | 20% |
Credit cap. The maximum total Service Credit for any monthly billing cycle will not exceed 20% of the Fees for that billing cycle.
How credits are applied. Service Credits are applied to Licensee's next invoice and are not redeemable for cash.
Definitions.
Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of minutes during the month in which the Platform was in a state of Unavailability. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion (as defined below).
Unavailability means that all connection requests to the Platform fail during a one-minute period.
Service Credit means a credit denominated in U.S. dollars, calculated as set forth above, that Terros may credit back to an eligible account.
Credit Request and Payment Procedures. Service Credits are not applied automatically. To receive a Service Credit, Licensee must open a support request with Terros customer support that includes the dates and times of each Unavailability incident being claimed. The request must be received by Terros within thirty (30) days after the end of the month in which the Unavailability occurred. Terros's monitoring records determine the Monthly Uptime Percentage. If Terros confirms that the Monthly Uptime Percentage for the claimed month was less than the Service Commitment, Terros will apply the Service Credit to Licensee's next invoice. Service Credits are not redeemable for cash.
Eligibility. Service Credits are available only to accounts with no overdue invoices.
SLA Exclusions. The Service Commitment does not apply to any unavailability, suspension, or termination of the Platform, or any other Platform performance issues: (i) caused by factors outside of Terros's reasonable control, including any force majeure event or Internet access issues or related problems beyond the demarcation point of the Platform; (ii) that result from any actions or inactions of Licensee or any third party; (iii) that result from Licensee's equipment, software, or other technology and/or third-party equipment, software, or other technology not used or contracted by Terros in the normal delivery of the Platform; (iv) arising from Terros's suspension or termination of Licensee's right to use the Platform in accordance with the Software License; (v) resulting from scheduled maintenance, provided that Terros has given Licensee prior notice of the maintenance; or (vi) arising from any beta, pilot, or pre-release features or services.
Sole Remedy. Service Credits are Licensee's sole and exclusive remedy for any failure by Terros to meet the Service Commitment.
4. High Availability Architecture
Terros is built almost exclusively on serverless, horizontally scalable AWS services, including:
Service | SLA (AWS) | Redundancy Model |
AWS Lambda | 99.95% | Multi-AZ (Availability Zone) |
DynamoDB | 99.99% | Multi-AZ |
API Gateway | 99.95% | Multi-AZ |
S3 | 99.9% | Multi-AZ |
Primary region: us-east-1
5. Security and Compliance
Our Trust Center is publicly available at https://trust.terros.com and includes our current security posture, policies, and compliance milestones.
6. Incident Communication & Support
In the event of an incident:
We provide prompt communication to affected clients via email or Slack
Incident root causes are reviewed and shared as needed
Fixes are deployed with urgency and transparency, with security always prioritized
7. Commitment to Improvement
We continuously evaluate our architecture, operations, and vendor dependencies to improve resiliency and transparency. We welcome security and ops discussions with your teams and encourage feedback to help us serve you better.
Questions or Custom SLA Requests?
We recognize that enterprise customers may have unique requirements. Please reach out to your Terros representative to discuss custom SLAs, log feeds, or integration enhancements.