Mosaic Service Level Agreement (SLA)

Mosaic sla

For definitions of each Service feature (“Service Feature”) and to review historical and current Uptime, visit the Mosaic Support Page on support.mosaicapp.com. Capitalized terms used but not defined in this SLA have the meaning assigned in Customer’s applicable agreement

1. Uptime Guarantee

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"Mosaic" commits to maintaining at least a 98% Uptime for the services provided to the Customer as per the terms in the Customer's applicable agreement.

Service Feature	Uptime Calculation	Definitions	Service Credits
Task Management	(total minutes in a calendar quarter - Downtime) / total minutes in a calendar quarter	"Downtime" is a period of time where the service feature is not usable for task allocation.	10% of the amount Customer paid for a Service Feature in a calendar quarter where the Uptime of that Service Feature was below 98% and above 90%, OR 25% of the amount Customer paid for a Service Feature in the calendar quarter where the Uptime of that Service Feature was less than 90%.
Resource Management	Same as above	Same as above	Same as above
Project Scheduling	Same as above	Same as above	Same as above
Reporting & Analytics	Same as above	Same as above	Same as above
Integrations	(Total Triggered Integrations - Unavailable Integrations) / Total Triggered Integrations x 100	"Unavailable Integrations" is the total number of integrations that failed to execute at the end of a calendar quarter.	Same as above

2. Exclusions

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Excluded from the Uptime Calculation are Service Feature failures resulting from (i) Customer's acts, omissions, or misuse of the Mosaic service including violations of the agreement; (ii) failure of Customer's internet connectivity; (iii) factors outside Mosaic's reasonable control, including force majeure events; or (iv) Customer's equipment, services, or other technology.

3. Service Credits Redemption

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If Customer meets the SLA, Customer may redeem Service Credits only upon written request to Mosaic within thirty (30) days of the end of the calendar quarter. Written requests for Service Credits redemption and the issuance of those must conform to the orderly operations should be sent to support@mosaicapp.com‍

Service Credits may lead to a maximum of a refund or discount of Customer's account, cannot be exchanged into a cash amount, are limited to a maximum of ninety (90) days of paid service per calendar quarter, require Customer to have paid any outstanding invoices, and expire upon termination of Customer's agreement with Mosaic. Service Credits are the sole and exclusive remedy for any failure by Mosaic to meet any obligations in this SLA.

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