Home Altium 365 Service Level Agreement (SLA)

Altium 365 Service
Level Agreement (SLA)

This Software as a Service Level Agreement (hereinafter referred to as the "SLA") governs the use of Altium 365. In cases where discrepancies arise between the Altium 365 End User License Agreement or any other agreement related to the use of our services (hereinafter referred to as the “Agreement”) and the SLA, the terms of the SLA shall prevail, but only in relation to the conflicting elements. 

1. Definitions

  • “Reporting Period” means one calendar month.
  • “Scheduled Downtime” refers to scheduled maintenance of the SaaS Services during a Reporting Period, as detailed in this SaaS Services Schedule.
  • “Unscheduled Downtime” signifies any SaaS Services unavailability during a Reporting Period, excluding Scheduled Downtime.
  • “Core Platform Applications” are the applications operated and owned by Altium Group, excluding third-party integrations and applications.
  • “Regional Business Hours” refer to the standard business operating hours (8:00 AM to 5:00 PM), varying by region. Per Region Details:
    • US West: US West business hours: 8:00 AM to 5:00 PM, aligned with Pacific Time.
    • US East: US East business hours: 8:00 AM to 5:00 PM, aligned with Eastern Time.
    • Europe: Europe business hours: 8:00 AM to 5:00 PM, aligned with Central European Time.
    • Asia: Asia business hours: 8:00 AM to 5:00 PM, aligned with Singapore Standard Time.
  • “Uptime Percentage” is calculated by subtracting the percentage of minutes during the Reporting Period in which Altium 365 experienced Unscheduled Downtime from 100%.
  • “Service Credit” is a credit that is deducted from the Customer's next invoice following any Unscheduled Downtime.
  • “Force Majeure Event” means the occurrence of any unforeseeable event or circumstances beyond the reasonable control of a Party, including but not limited to an internet or network outage, an outbreak or escalation of hostilities (whether declared or not), acts of rebellion, insurrection or riots, acts or threats of terrorism, strikes, lockouts, major material business or human capital management disruptions caused by a pandemic, natural disasters such as fires, explosions, earthquakes, tidal waves and floods which prevents a Party from complying.

2. SLA

Altium 365 warrants an Uptime Percentage of at least 99.5% for Core Platform Applications during the Reporting Period excluding Scheduled Downtime. Information about scheduled maintenance will be communicated on https://status.altium.com. Scheduled Downtime will be organized at least 5 Business Days in advance and will be scheduled to occur on weekends and holidays whenever possible. Scheduled Downtime will not exceed 60 minutes during Regional Business Hours for Core Platform Applications in any Reporting Period. If Altium 365 fails to meet this guarantee, customers become eligible for a Service Credit.

Uptime Percentage

Service Credit Percentage

Less than 99.5% but equal to or greater than 99.0% over 3 consecutive months

1/12th of annual contract value for A365 revenue

Less than 99.0% but equal to or greater than 95.0% over 3 consecutive months

2/12th of the annual contract value for A365 revenue

Less than 95.0% over 3 consecutive months

3/12th of the annual contract value for A365 revenue

3. Credit Request and Payment Procedures

To claim a Service Credit, customers must submit a claim by sending an email to support@altium.com within thirty days following the end of the Reporting Period in which the Unscheduled Downtime occurred.

SLA claims must include:

  • “Altium 365 SLA Credit Request" in the subject line.
  • The dates, times, and region affected by each unavailability incident.
  • Request logs that support the claimed outage.

Sensitive or confidential information should be replaced with asterisks.

Upon confirmation of a valid SLA claim by us, we will issue a Service Credit against the next billing cycle.

4. SLA Exclusions

The SLAs do not cover service unavailability that are caused by factors beyond Altium 365's commercially-reasonable control, actions or inactions of the Customer, or the Customer's equipment, software, technology, or Force Majeure Event.