Uptime & Availability SLA

These Availability Service Level Terms ("Availability Terms") describe Automation Anywhere, Inc.'s ("AAI") service availability commitment for Enterprise Knowledge Base ("EKB"), how availability is measured, and how Availability Service Level Credits are calculated and requested.

Unless otherwise noted, all terms capitalized but not defined in these Availability Terms have the meanings given to them in the Intelligent Automation Agreement, or other agreement, howsoever titled, entered into between you ("Customer") and AAI governing your use of EKB (the "IAA").

जानकारी

These Availability Terms apply only to production environments of EKB purchased directly from AAI or through an authorized AAI channel partner ("Partner"). They do not apply to Community Edition, beta or early access programs, previews, free trials, or test, sandbox, staging, or other non-production environments.

Definitions

• Availability Service Level Credit — The applicable service level credit amount, calculated in accordance with Reporting and Availability Service Level Credit below.
• Direct Purchase — Customer has purchased EKB directly from AAI.
• Indirect Purchase — Customer has purchased EKB through a Partner.
• Emergency Maintenance — Has the meaning given to it in Emergency Maintenance below.

Service Availability

Commencing on the date Customer (or a Partner's end-user customer) is granted access to EKB, Customer shall be able to access and log in to EKB twenty-four (24) hours per day, seven (7) days per week, excluding any Scheduled Downtime, Emergency Maintenance, and downtime due to an event of Force Majeure, each as defined below ("Service Availability").

For purposes of these Availability Terms, Service Availability is measured each calendar month according to the following formula, where Available Minutes of Operation are the total number of minutes during the Term for that calendar month:

Formula
(Available Minutes of Operation − Unscheduled Downtime − Emergency Maintenance − Scheduled Downtime − Force Majeure Events) ÷ (Available Minutes of Operation − Emergency Maintenance − Scheduled Downtime − Force Majeure Events) × 100

AAI's Service Availability commitment applies only to production environments of EKB, and not to Community Edition, beta or early access programs, previews, free trials, or test, sandbox, staging, or other non-production environments.

Scheduled Downtime

Scheduled Downtime means time that EKB is unavailable due to planned system maintenance scheduled in advance by AAI. AAI will use commercially reasonable efforts to provide a minimum of forty-eight (48) hours' advance notice for all Scheduled Downtime. Scheduled maintenance windows are announced in advance on the EKB status page. AAI will use reasonable commercial efforts to minimize disruption, inaccessibility, or inoperability of EKB in connection with Scheduled Downtime.

Measurement. The duration of Scheduled Downtime is measured in minutes, from when EKB becomes unavailable until it becomes available again. Any single maintenance event that exceeds its scheduled duration is treated as an outage — the time exceeding the scheduled window counts toward the Service Availability calculation for the month in which the event occurred.

Emergency Maintenance

Emergency Maintenance means any time outside a Scheduled Downtime window that AAI is required to apply urgent patches, fixes, or undertake other urgent maintenance activities to address an exigent situation affecting EKB. When Emergency Maintenance is required, AAI will provide advance notice on the EKB status page to the extent practicable.

Unscheduled Downtime

Unscheduled Downtime means time outside of Scheduled Downtime when EKB is not available, excluding any outages or unavailability due to:

1. the Internet;
2. inaction, action, error, abuse, or misapplication by Customer or a Partner's end-user customer;
3. failure of Customer's or a Partner's end-user customer's equipment or software, or third-party equipment or software not under AAI's direct control;
4. AAI's suspension or termination of rights in accordance with the IAA;
5. continued use of EKB after AAI advised Customer to modify its use of EKB; or
6. events of Force Majeure.

Measurement. Unscheduled Downtime is measured monthly, in minutes.

Force Majeure. For purposes of these Availability Terms, "Force Majeure" means any event or condition that directly or indirectly prevents a party from performing an obligation under the IAA, is beyond that party's reasonable control, and could not have been avoided through due diligence — including acts of God, natural disaster, pandemics, epidemics, war, riot, blockade, insurrection, terrorism, sabotage, denial-of-service attacks (including state or nation-sponsored attacks), viruses or hacking attacks with no commercially reasonable known solution, acts of public enemies, civil disturbances, general restraint or arrest of government and people, boycott, strike (including a general strike), lockout, or other similar industrial disturbance.

Reporting and Availability Service Level Credit

Reporting

• Direct Purchases — Report Service Availability issues by opening a support case, using Case Type: Cloud Availability Inquiry, and provide sufficient detail for AAI to investigate — at minimum, logs or other evidence showing the date, time, and duration of the incident.
• Indirect Purchases — Your Partner reports Service Availability issues on your behalf using the same process. Any resulting service credits are issued to the Partner, who is responsible for passing them on to you.

General EKB availability status is published at the status page. To be eligible for an Availability Service Level Credit, Customer (or the Partner, for Indirect Purchases) must request the credit in writing before the end of the month following the month in which the Service Availability incident occurred. AAI will investigate the request, and if AAI determines it failed to meet the Service Availability commitment for that month, AAI will issue the applicable Availability Service Level Credit below.

Availability Service Level Credits

Monthly Service Availability	Availability Service Level Credit
≥ 99.9%	No credit
95.0% – 99.89%	5% of prorated subscription fees for the affected month
< 95.0%	10% of prorated subscription fees for the affected month

• Availability Service Level Credits apply only against future subscription renewals — they cannot be applied against add-on purchases or professional services fees. If Customer elects not to renew, any accrued credits are refunded within ninety (90) days of the subscription term's expiration.
• Customers (and Partners, for Indirect Purchases) are entitled to only one Availability Service Level Credit per month.
• No Availability Service Level Credit is available if the Unscheduled Downtime had no adverse effect on Customer's (or the Partner's end-user customer's) business.

Limited Remedy

The Availability Service Level Credits described above are Customer's sole and exclusive remedy under the IAA and these Availability Terms for any unavailability of EKB or non-performance by AAI in providing EKB in accordance with the Service Availability levels specified above.

Contact

For questions about this SLA, to check current system status, or to report a Service Availability issue, contact Support.

Support

Contact support for assistance