Service Level Agreement

Our Service Level Agreement describes the Availability of Services that users can expect to receive from DQ Global.

The DQ Global Service Level Agreement (“SLA”) is a part of the DQ Global DQ On Demand End User License (“DQODSA”). The SLA describes the Availability of Services that users can expect to receive from DQ Global for the duration of using its Services. It also describes how we reimburse Service Credit in case of Error.

Please note that throughout the SLA, “we,” “us,” and “our” refer to DQ Global, and “you,” “your,” and “yours” refer to the user.

This SLA enters into force (a) from the day you agreed with our DQODSA and continues until you cease to be a client using DQ On Demand; or (b) on July 4, 2022 if you have become our client before July 4, 2022 and continues until you cease to be a client using DQ On Demand.

If there is any conflict between this SLA and the DQODSA, the relevant terms of the SLA shall take precedence.

  1. Definitions

    1. Availability. It is calculated for each 5-minute interval as the percentage of Requests processed by DQ Global that do not fail with Errors and relate solely to the DQ on Demand API. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available;
    2. Error. Means any request that fails due to DQ Global internal service error;
    3. Force Majeure event. Means an event beyond the control of DQ Global that prevents it from complying with this SLA, including but not limited to:
      • Act of God (such as, but not limited to, fires, explosions, earthquakes, drought, tidal waves, and floods);
      • War, hostilities (whether war be declared or not), invasion, act of foreign enemies, mobilisation, requisition, or embargo;
      • Rebellion, revolution, insurrection, or military or usurped power, or civil war;
      • Contamination by radio-activity from any nuclear fuel, or from any nuclear waste from the combustion of nuclear fuel, radio-active toxic explosive, or other hazardous properties of any explosive nuclear assembly or nuclear component of such assembly;
      • Riot, commotion, strikes, go-slows, lockouts or disorder; or
      • Acts or threats of terrorism.
    4. Monthly Uptime Percentage. It is calculated as the average of the Availability for all 5-minute intervals in a monthly availability status report;
    5. Request. Means calling an endpoint of any API hosted on DQ Global;
    6. Services. The transactional services described in the DQODSA.
    7. Service Credit. It is credit in GB Pounds that we may credit back as a discount regarding future payments to an eligible account;
    8. Scheduled Maintenance. Means planned interruptions of DQ Global Services to make changes to DQ Global systems. DQ Global regularly evaluates app traffic patterns in order to determine low usage times in which to perform Scheduled Maintenance. Scheduled Maintenance may include outages;
    9. Uptime Service Commitment Guarantee. DQ Global will use commercially reasonable efforts to make our Service available with a Monthly Uptime Percentage of at least 99.5% during any monthly availability status report.
    10. Communication. Means transmissions sent via API.
  2. Scope

    1. This SLA applies only to the transactional services described in the DQODSA. This SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not owned or hosted by DQ Global.
    2. The following items are excluded from this SLA.Errors caused by faulty inputs, instructions, or arguments (for example, Using Format Phone, but sending an email address);Attempts to perform operations that exceed remaining credit balance or that resulted from throttling of suspected abusive behaviour;Requests that are made as a result from your unauthorised action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our service by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices;
  3. Obligations

    1. Obligations of DQ Global:
      1. Ensure that the Services are available to the user in accordance with the Uptime Service Commitment Guarantee, during any monthly availability status report;
      2. Take steps to escalate, diagnose, and resolve issues in an appropriate and timely manner, including the allocation of a sufficient number of skilled staff and the collection of necessary information;
      3. Maintain clear and timely communication with users at all times.
    2. Duties of the user:
      1. Use the Services as intended under the DQODSA;
      2. Notify DQ Global of issues or problems in a timely manner and as thoroughly as is possible;
      3. Cooperate with DQ Global in its efforts to escalate, diagnose, and resolve issues by providing timely and accurate responses to requests for information.
  4. Service Credits

    1. In the event that our Services do not meet the Uptime Service Commitment Guarantee, the user will be eligible to receive a Service Credit as described below.
    2. Service Credits are calculated as a percentage of the total credits used by you within the DQ on Demand Service for the calendar month in which the Monthly Uptime Percentage fell within the ranges in the table below:
      Covered Service Monthly Uptime Percentage Service Credit Percentage
      API Uptime 99.0 % < X < 99.5 % 5 %
      95.0 % < X < 98.9 % 10 %
      X < 95.0 % 15 %
    3. We will apply the Service Credits as credits for use of the DQ on Demand Service.
    4. Please note that Service Credits will not entitle users to request any refund or other payment from DQ Global. A Service Credit will be applicable and issued only if the Service Credit amount for the applicable calendar month is greater than one GB Pound (GBP 1). Service Credits shall not be transferred or applied to any other account.
  5. Credit Request

    1. To receive a Service Credit, you must submit a claim by contacting us. To be eligible, the credit request must be received by DQ Global by the end of the second calendar month after which the incident (Error) occurred and must include:
      • The dates and times of each lack of Availability incident that you are claiming;
      • The affected account(s);
      • The calendar month that you are claiming Service Credits for; and
      • Your request logs that document the Errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
    2. If the Monthly Uptime Percentage of such a Request is confirmed by us and is less than the Uptime Service Commitment Guarantee, we will then issue the Service Credit to you within one calendar month following the month in which your Request is confirmed by us.
    3. Please note that your failure to provide the Request and any other required information will exclude you from receiving a Service Credit.
  6. Exceptions regarding issuance of Service Credit

    1. Users shall not be entitled to receive Service Credit for Service interruptions during a Scheduled Maintenance:
      • For a Scheduled Maintenance of 2 hours or less in duration, DQ Global will notify users no later than 48 hours prior to the Scheduled Maintenance; or
      • For a Scheduled Maintenance of more than 2 hours in duration, DQ Global will notify users no later than 120 hours prior to the Scheduled Maintenance.

      Notice for the purpose of Scheduled Maintenance will be sent via email to DQ Global users.

    2. The Service Credit commitment does not apply to any unavailability, suspension or termination of DQ Global Services in the following cases:
      1. The result from any delays or failure in performance of any part of the Service caused by a Force Majeure event.
      2. That result from any voluntary actions or inactions by you or any third party (e.g., misconfiguring credential settings, making encryption keys inaccessible, access being restricted due to abuse of our API, etc.);
      3. That result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control);
      4. That result from you not following the best practices described in our system documentation;
      5. That result from the use of the Services in a manner by the user that is contrary to the DQ Global DQODSA.
    3. The Service Credit Commitment does not include the deliverability rate (average rate of delivered communication for all 5-minute intervals per calendar month) and the delivery time (average time communication takes to be delivered for all 5-minute intervals per calendar month). These metrics, by their nature, are unpredictable as they depend on independent Internet Service Providers (“ISP”), network carriers and the types of communication sent. Thus, DQ Global cannot possibly guarantee them.
  7. Changes

    1. DQ Global reserves the right to change this SLA at any time. If we decide to change this document, we will post changes on this page. If DQ Global changes this SLA, the date below will be changed to reflect the publication date of the most recent version. Thus, DQ Global encourages you to check this SLA periodically.

    This SLA was last updated on 4th July 2022.

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