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Service Level Agreement

Effective as of June 8th, 2018

Duo Security SLA During the term of your Duo Security license (the "Agreement", the Duo web admin interface and web services will be operational and available to Customer at least 99.9% of the time in any calendar month (the "Duo Security SLA"). If Duo Security does not meet the Duo Security SLA, and if Customer meets its obligations under this Duo Security SLA, Customer will be eligible to receive the Service Credits described below. This Duo Security SLA states Customer's sole and exclusive remedy for any failure by Duo Security to meet the Duo Security SLA.

Definitions The following definitions shall apply to the Duo Security SLA.

  • "Downtime" means when there is more than a five percent user error rate across all of a Customer’s Users. Downtime is measured based on server side error rate.
  • "Service" means the Duo Security multifactor authentication service.
  • "Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
  • "Service Credit" means the number of days of Service to be added to the end of the Service term, at no charge to Customer calculated as follows:
UptimeDays Credited
< 99.95% - ≤ 99.9% (Duo Care premium only)3
< 99.9% - ≤ 99.0%3
< 99.0% - ≤ 95.0%7
< 95.0%15

Customer Must Request Service Credit In order to receive any of the Service Credits described above, Customer must notify Duo Security within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit. Customer may check whether Duo Security's systems are operational by visiting https://status.duo.com.

Maximum Service Credit The aggregate maximum number of Service Credits to be issued by Duo Security to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service (or the value of 15 days of Service in the form of a monetary credit to a monthly-billing Customer’s account). Service Credits may not be exchanged for, or converted to, monetary amounts.

Duo Security SLA Exclusions The Duo Security SLA does not apply to any services that expressly exclude this Duo Security SLA (as stated in the documentation for such services) or any performance issues: (i) caused by "Force Majeure" or (ii) that resulted from one or more of Customer’s equipment or third party equipment not within the primary control of Duo Security.

Duo Security reserves the right to modify this Service Level Agreement at any time by updating the terms on this site.