
# Acceptable Use Policy

This Acceptable Use Policy (“Policy”) governs your use of the services offered by Stedi, Inc. and its affiliates (“Services”) and our website(s) including [www.stedi.com](https://www.stedi.com) (“Stedi Site”). We may modify this Policy by posting a revised version on the Stedi Site. By using the Services or accessing the Stedi Site, you agree to the latest version of this Policy.

You may not use, or facilitate or allow others to use, the Services or the Stedi Site:

- for any illegal or fraudulent activity;
- to violate the rights of others;
- to threaten, incite, promote, or actively encourage violence, terrorism, or other serious harm;
- for any content or activity that promotes child sexual exploitation or abuse;
- to violate the security, integrity, or availability of any user, network, computer or communications system, software application, or network or computing device;
- to distribute, publish, send, or facilitate the sending of unsolicited mass email or other messages, promotions, advertising, or solicitations (or “spam”).

## Investigation and Enforcement

We may investigate any suspected violation of this Policy, and remove or disable access to any content or resource that violates this Policy. You agree to cooperate with us to remedy any violation.

When determining whether there has been a violation of this Policy, we may consider your ability and willingness to comply with this Policy, including the policies and processes you have in place to prevent or identify and remove any prohibited content or activity.


Acceptable Use Policy


# Cookie Notice

We use cookies, pixels, and other similar technologies (collectively, “cookies”) to recognize your browser or device, learn more about your interests, provide you with essential features and services, and for additional purposes, including:

- Recognizing you when you sign in to use our offerings. This allows us to provide you with recommendations, display personalized content, and provide other customized features and services.
- Keeping track of your specified preferences.
- Conducting research and diagnostics to improve our offerings.
- Preventing fraudulent activity.
- Improving security.
- Reporting. This allows us to measure and analyze the performance of our offerings.

Our cookies allow you to take advantage of some essential and useful features. Blocking some types of cookies may impact your experience of our sites.

Some Stedi cookies are deleted at the end of your browsing session, while others persist between sessions.

## Information we collect through cookies

Examples of the information we automatically collect through cookies include:

- Network and connection information, such as the Internet protocol (IP) address used to connect your computer or other device to the Internet and information about your Internet service provider
- Computer and device information, such as device, application, or browser type and version, browser plug-in type and version, operating system, or time zone setting
- The location of your device or computer
- Authentication and security credential information
- The full Uniform Resource Locators (URL) clickstream to, through, and from our site (including date and time) and Stedi Offerings, content you viewed or searched for, page response times, download errors, and page interaction information (such as scrolling, clicks, and mouse-overs).

## Third party cookies

Approved third parties may also set cookies when you interact with our offerings. Third parties include services such as search engines and providers of measurement and analytics services.


Cookie Notice

Customer Agreement


# Privacy Notice

This Privacy Notice describes how we collect and use your personal information in relation to Stedi websites, applications, products, services, events, and experiences that reference this Privacy Notice (together, “Stedi Offerings”).

- This Privacy Notice does not apply to the “content” processed, stored, or hosted by our customers using Stedi Offerings in connection with a Stedi account; see the agreement governing your access to your Stedi account for more information about how we handle content and how our customers can control their content through Stedi Offerings.

## Personal Information We Collect

We collect your personal information in the course of providing Stedi Offerings to you.

Here are the types of information we gather:

- Information You Give Us: We collect any information you provide in relation to Stedi Offerings. Automatic Information: We automatically collect certain types of information when you interact with Stedi Offerings.
- Information from Other Sources: We might collect information about you from other sources, including service providers, partners, and publicly available sources.

## How We Use Personal Information

We use your personal information to operate, provide, and improve Stedi Offerings. Our purposes for using personal information include:

- Provide Stedi Offerings: We use your personal information to provide and deliver Stedi Offerings, including processing registrations, subscriptions, purchases, and payments.
- Measure, Support, and Improve Stedi Offerings: We use your personal information to measure use of, analyze performance of, fix errors in, provide support for, improve, and develop Stedi Offerings.
- Recommendations and Personalization: We use your personal information to recommend Stedi Offerings that might be of interest to you, identify your preferences, and personalize your experience with Stedi Offerings.
- Comply with Legal Obligations: In certain cases, we have a legal obligation to collect, use, or retain your personal information.
- Communicate with You: We use your personal information to communicate with you in relation to Stedi Offerings via different channels (e.g., by phone, email, chat) and to respond to your requests.
- Fraud and Abuse Prevention and Credit Risks: We use your personal information to prevent and detect fraud and abuse in order to protect the security of our customers, Stedi, and others. We may also use scoring methods to assess and manage credit risks.
- Purposes for Which We Seek Your Consent: We may also ask for your consent to use your personal information for a specific purpose that we communicate to you.

## Cookies

To enable our systems to recognize your browser or device and to provide Stedi Offerings, we use cookies. For more information about cookies and how we use them, please read our [Cookie Notice](/docs/legal/cookie-notice).

## How We Share Personal Information

Information about our customers is an important part of our business and we are not in the business of selling our customers’ personal information to others; we share personal information only as described below. Controls that are either subject to this Privacy Notice or follow practices at least as protective as those described in this Privacy Notice.

- Third-Party Service Providers: We employ other companies and individuals to perform functions on our behalf. Examples include: sending communications, processing payments, assessing credit and compliance risks, analyzing data, and conducting customer relationship management. These third party service providers have access to personal information needed to perform their functions.
- Business Transfers: As we continue to develop our business, we might sell or buy businesses or services. In such transactions, personal information generally is one of the transferred business assets but remains subject to the promises made in any pre-existing Privacy Notice (unless, of course, the individual consents otherwise). Also, in the unlikely event that Stedi or substantially all of its assets are acquired, your information will of course be one of the transferred assets.
- Protection of Us and Others: We release account and other personal information when we believe release is appropriate to comply with the law, enforce or apply our terms and other agreements, or protect the rights, property, or security of Stedi, our customers, or others. This includes exchanging information with other companies and organizations for fraud prevention and detection and credit risk reduction.
- At Your Option: Other than as set out above, you will receive notice when personal information about you might be shared with third parties, and you will have an opportunity to choose not to share the information.

## Location of Personal Information

Stedi, Inc. is incorporated in the United States, and our affiliated companies are located throughout the world. Depending on the scope of your interactions with Stedi Offerings, your personal information may be stored in or accessed from multiple countries, including the United States. Whenever we transfer personal information to other jurisdictions, we will ensure that the information is transferred in accordance with this Privacy Notice and as permitted by applicable data protection laws.

## How We Secure Information

At Stedi, security is our highest priority. We design our systems with your security and privacy in mind. We protect the security of your information during transmission to or from Stedi websites, applications, products, or services by using encryption protocols and software. We also maintain physical, electronic, and procedural safeguards in connection with the collection, storage, and disclosure of personal information. Our security procedures mean that we may request proof of identity before we disclose personal information to you.

## Access and Choice

You can view, update, and delete certain information about your account and your interactions with Stedi Offerings. If you cannot access or update your information yourself, you can always contact us for assistance.

- Account Information: If you want to add, update, or delete information related to your account, please go to the Stedi [dashboard](https://www.stedi.com/app). When you update or delete any information, we usually keep a copy of the prior version for our records.
- Communications: If you do not want to receive promotional messages from us, please unsubscribe via the unsubscribe link in our email communication.
- Browser and Devices: The Help feature on most browsers and devices will tell you how to prevent your browser or device from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether.

## Children’s Personal Information

We don’t provide Stedi Offerings for purchase by children. If you’re under 18, you may use Stedi Offerings only with the involvement of a parent or guardian.

## Retention of Personal Information

We keep your personal information to enable your continued use of Stedi Offerings, for as long as it is required in order to fulfill the relevant purposes described in this Privacy Notice, as may be required by law (including for tax and accounting purposes), or as otherwise communicated to you. How long we retain specific personal information varies depending on the purpose for its use, and we will delete your personal information in accordance with applicable law.

## Contacts, Notices, and Revisions

If you have any concerns about privacy at Stedi or want to contact our security team, please contact us with a thorough description, and we will try to resolve the issue for you. You may also contact us at the addresses below:

Stedi, Inc., 1624 Market St Ste 226 PMB 58460, Denver, CO 80202

If you interact with Stedi Offerings on behalf of or through your organization, then your personal information may also be subject to your organization’s privacy practices, and you should direct privacy inquiries to your organization.

Our business changes constantly, and our Privacy Notice may also change. You should check our website frequently to see recent changes. You can see the date on which the latest version of this Privacy Notice was posted. Unless stated otherwise, our current Privacy Notice applies to all personal information we have about you and your account. We stand behind the promises we make, however, and will never materially change our policies and practices to make them less protective of personal information collected in the past without informing affected customers and giving them a choice.

## Additional Information for Certain Jurisdictions

We provide additional information about the privacy, collection, and use of personal information of prospective and current customers of Stedi Offerings located in certain jurisdictions.

### California, United States

These additional disclosures are required by the California Consumer Privacy Act.

Categories of personal information collected. The personal information that we may collect, or may have collected from consumers in the preceding twelve months, fall into the following categories established by the California Consumer Privacy Act, depending on how you engage with the Stedi Offerings:

- Identifiers, such as your name, alias, address, phone numbers, or IP address;

- personal information as described in subdivision (e) of Section 1798.80 of the California Civil Code, such as a credit card number;

- characteristics of protected classifications under California or US federal law, such as age or gender, for example if we conduct user surveys or analysis;

- commercial information, such as purchase activity;

- Internet or other electronic network activity information, including content interaction information, such as content downloads, streams, and playback details;

- biometric information, such as your voice or appearance, for example if you choose to participate in a demonstration of a speech or image recognition service;

- geolocation data, such as the location of your device or computer, for example if you enable location services to enhance your experience through event applications we offer;

- audio, visual, electronic or other similar information, including when you communicate with us by phone or otherwise;

- professional or employment-related information, for example data you may provide about your business;

- inference data, such as information about your preferences; and

- education information, such as information about enrollment status, fields of study, or degrees, honors, and awards received.

Categories of personal information disclosed for a business purpose. The personal information that we may have disclosed about consumers for a business purpose in the preceding twelve months fall into the following categories established by the California Consumer Privacy Act, depending on how you engage with the Stedi Offerings:

- Identifiers, such as your name, address, or phone numbers;

- personal information as described in subdivision (e) of Section 1798.80 of the California Civil Code, such as a credit card number, for example if we use a third party payment processor;

- your age, gender, or other protected classifications under California or US federal law, for example if we conduct user surveys or analysis using a third party service provider;

- commercial information, such as the details of a product or service you purchased if a third party service provider is assisting to provide that product or service to you;

- Internet or other electronic network activity information, such as if we use a third party service provider to help us gather reports for analyzing the health of our devices and services;

- audio, visual, electronic or other similar information, for example if a third party service provider reviews recordings of customer support phone calls for quality assurance purposes; and

- professional or employment-related information, for example if we provide information to a third party service provider for verification or registration as part of the Stedi Offerings.

Your Rights. You may have the right under the California Consumer Privacy Act to request information about the collection of your personal information by us, or access to or deletion of your personal information. If you wish to do any of these things, please contact us. Depending on your data choices, certain services may be limited or unavailable.

No sale of personal information. In the preceding twelve months, we have not sold any personal information of consumers, as those terms are defined under the California Consumer Privacy Act.

No Discrimination. We will not discriminate against any consumer for exercising their rights under the California Consumer Privacy Act.

## Appendix: Examples of Information Collected

#### Information You Give Us

You provide information to us when you:

- search for, subscribe to, or purchase Stedi Offerings;
- create or administer your Stedi account (and you might have more than one account if you have used more than one email address when using Stedi Offerings);
- configure your settings for, provide data access permissions for, or otherwise interact with Stedi Offerings;
- register for or attend a Stedi event;
- communicate with us by phone, email, or otherwise;
- complete a questionnaire, a support ticket, or other information request forms;

Depending on your use of Stedi Offerings, you might supply us with such information as:

- your name, email address, physical address, phone number, and other similar contact information;
- payment information, including credit card and bank account information;
- information about your location;
- information about your organization and your contacts, such as colleagues or people within your organization;
- usernames, aliases, roles, and other authentication and security credential information;
- content of feedback, testimonials, inquiries, support tickets, and any phone conversations, chat sessions and emails with or to us;
- your image (still, video), voice, and other identifiers that are personal to you when you attend a Stedi event or use certain Stedi Offerings;
- information regarding identity, including government-issued identification information;
- corporate and financial information; and
- tax identifiers.

#### Automatic Information

We collect information automatically when you:

- visit, interact with, or use Stedi Offerings (including when you use your computer or other device to interact with Stedi Offerings);
- download content from us;
- open emails or click on links in emails from us; and
- interact or communicate with us (such as when you attend a Stedi event or when you request customer support).

Examples of the information we automatically collect include:

- network and connection information, such as the Internet protocol (IP) address used to connect your computer or other device to the Internet and information about your Internet service provider;
- computer and device information, such as device, application, or browser type and version, browser plug-in type and version, operating system, or time zone setting;
- the location of your device or computer;
- authentication and security credential information;
- content interaction information, such as content downloads, streams, and playback details, including duration and number of simultaneous streams and downloads;
- Stedi Offerings metrics, such as offering usage, occurrences of technical errors, diagnostic reports, your settings preferences, backup information, API calls, and other logs;
- the full Uniform Resource Locators (URL) clickstream to, through, and from our website (including date and time) and Stedi Offerings, content you viewed or searched for, page response times, download errors, and page interaction information (such as scrolling, clicks, and mouse-overs);
- email addresses and phone numbers used to contact us; and
- identifiers and information contained in cookies (see our [Cookie Notice](/docs/legal/cookie-notice)).

#### Information from Other Sources

Examples of information we receive from other sources include:

- marketing, sales generation, and recruitment information, including your name, email address, physical address, phone number, and other similar contact information;
- subscription, purchase, support, or other information about your interactions with products and services offered by us, our affiliates , or third parties (such as products offered through the Stedi Marketplace) in relation to Stedi Offerings; and
- credit history information from credit bureaus.

#### Information You Can Access

Examples of information you can access through Stedi Offerings include:

- your name, email address, physical address, phone number, and other similar contact information;
- usernames, aliases, roles, and other authentication and security credential information;
- your subscription, purchase, usage, billing, and payment history;
- payment settings, such as payment instrument information and billing preferences;
- tax information;
- email communication and notification settings;

Customers can access the information above through Stedi Offerings.


Privacy Notice

Service Terms


# Site Terms

Welcome to the Stedi site (the “Stedi Site”). Stedi, Inc. and/or its affiliates (“Stedi”) provides the Stedi Site to you subject to the following terms of use (“Site Terms”). By visiting the Stedi Site, you accept the Site Terms. Please read them carefully. In addition, when you use any current or future Stedi services, content or other materials, you also will be subject to the [Stedi Customer Agreement](/docs/legal/customer-agreement) or other agreement governing your use of our services (the “Agreement”).

## Privacy

Please review our [Privacy Policy](/docs/legal/privacy-notice), which also governs your visit to the Stedi Site, to understand our practices.

## Electronic Communications

When you visit the Stedi Site or send emails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on the Stedi Site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

## Copyright

All content included on the Stedi Site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Stedi or its content suppliers and protected by United States and international copyright laws. The compilation of all content on the Stedi Site is the exclusive property of Stedi and protected by U.S. and international copyright laws. All software used on the Stedi Site is the property of Stedi or its software suppliers and protected by United States and international copyright laws.

## Trademarks

“Stedi'' and other Stedi graphics, logos, page headers, button icons, scripts, and service names are trademarks, registered trademarks or trade dress of Stedi in the U.S. and/or other countries. Stedi's trademarks and trade dress may not be used in connection with any product or service that is not Stedi's, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Stedi. All other trademarks not owned by Stedi that appear on this Site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Stedi.

## License and Site Access

Stedi grants you a limited license to access and make personal use of the Stedi Site and not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Stedi. This license does not include any resale or commercial use of the Stedi Site or its contents; any derivative use of the Stedi Site or its contents; any downloading or copying of account information; or any use of data mining, robots, or similar data gathering and extraction tools. Unless otherwise specified by Stedi in a separate license, your right to use any software, data, documentation or other materials that you access or download through the Stedi Site is subject to these Site Terms or, if you have an Stedi account, the Agreement.

The Stedi Site or any portion of the Stedi Site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without express written consent of Stedi. Any unauthorized use terminates the permission or license granted by Stedi. You are granted a limited, revocable, and nonexclusive right to create a hyperlink to the home page of the Stedi Site, so long as the link does not portray Stedi, or its products or services in a false, misleading, derogatory, or otherwise offensive matter. You may not use any Stedi logo or other proprietary graphic or trademark as part of the link without express written permission.

## Your Account

If you use the Stedi Site, you are responsible for maintaining the confidentiality of your Stedi account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. Stedi reserves the right to refuse service, terminate accounts, remove or edit content in its sole discretion.

## Reviews, Comments, Communications, and Other Content

Visitors may submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of “spam.” You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of a card or other content. If you do submit material, and unless we indicate otherwise, you grant Stedi a nonexclusive, royalty-free, perpetual, irrevocable, and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media. You grant Stedi and sublicensees the right to use the name that you submit in connection with such content, if they choose.

## Disclaimer of Warranties and Limitation of Liability

THE STEDI SITE AND ALL INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING ANY SOFTWARE) AND SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE ARE PROVIDED BY STEDI ON AN “AS IS” AND “AS AVAILABLE” BASIS, UNLESS OTHERWISE SPECIFIED IN THE AGREEMENT. STEDI MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING ANY SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THE STEDI SITE, UNLESS OTHERWISE SPECIFIED IN WRITING. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, STEDI DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. STEDI DOES NOT WARRANT THAT THIS SITE; INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING ANY SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THE STEDI SITE; ITS SERVERS; OR E-MAIL SENT FROM STEDI ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. STEDI WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THE STEDI SITE OR FROM ANY INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THE STEDI SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES, UNLESS OTHERWISE SPECIFIED IN THE AGREEMENT. CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.

## Applicable Law

By visiting the Stedi Site, you agree that the laws of the state of California, without regard to principles of conflict of laws, will govern these Site Terms and any dispute of any sort that might arise between you and Stedi.

## Disputes

Any dispute relating in any way to your visit to the Stedi Site or to services provided by Stedi or through the Stedi Site in which the aggregate total claim for relief sought on behalf of one or more parties exceeds $7,500 shall be adjudicated in any state or federal court in San Francisco County, California, and you consent to exclusive jurisdiction and venue in such courts.

## Site Policies, Modification, and Severability

Please review our other policies on the Stedi Site. These policies also govern your visit to the Stedi Site. We reserve the right to make changes to the Stedi Site, policies, and these Site Terms at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.

## Our Address

Stedi, Inc.

1624 Market St Ste 226

PMB 58460

Denver, Colorado 80202-1559


Site Terms


# AS2 Service Level Agreement

This AS2 Service Level Agreement (“SLA”) is a policy governing the use of AS2 (“AS2”) and applies separately to each account using AS2. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](https://www.stedi.com/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

### Service Commitment

Stedi will use commercially reasonable efforts to make AS2 available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event AS2 does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for AS2 for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |

We will apply any Service Credits only against future AS2 payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide AS2 is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

### AS2 SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of AS2, or any other AS2 performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practices described in the AS2 documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use \ in accordance with the Agreement (collectively, the “AS2 SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by AS2 that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is a request to any AS2 API.
- An “Error” is any Request that returns a 500 or 503 error code.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any AS2 SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.

### Example

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you send 1,000 requests to the AS2 API - 100 of which fail
- Each of these 864 5-minute intervals are considered to be 90% available (100/1,000 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99% ((864.9)+(7,776.1))/ 8,640 = .99
- In this case, the AS2 API is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your AS2 spend for that month&#39;s billing cycle, which will be applied to a future month&#39;s bill.


AS2 Service Level Agreement


# Buckets Service Level Agreement

This Buckets Service Level Agreement (“SLA”) is a policy governing the use of Buckets (“Buckets”) and applies separately to each account using Buckets. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](https://www.stedi.com/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

### Service Commitment

Stedi will use commercially reasonable efforts to make Buckets available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Buckets does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for Buckets for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |

We will apply any Service Credits only against future Buckets payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide Buckets is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

### Buckets SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Buckets, or any other Buckets performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practices described in the Buckets documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use Buckets in accordance with the Agreement (collectively, the “Buckets SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Buckets that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is a request to any Buckets API.
- An “Error” is any Request that returns a 500 or 503 error code.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Buckets SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.

### Example

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you send 1,000 requests to the Buckets API - 100 of which fail
- Each of these 864 5-minute intervals are considered to be 90% available (100/1,000 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99%: ((864 usage minutes _ 0.90 average availability) + (7,776 non-usage minutes _ 100% availability)) / 8,640 = 0.99 monthly availability.
- In this case, the Buckets API is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your Buckets spend for that month&#39;s billing cycle, which will be applied to a future month&#39;s bill.


Buckets

Buckets Service Level Agreement


# Core Service Level Agreement

This Core Service Level Agreement (“SLA”) is a policy governing the use of the Core functionality, as defined in the [Service Terms](https://www.stedi.com/docs/legal/service-terms#51-core), and applies separately to each account using Core. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](https://www.stedi.com/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

### Service Commitment

Stedi will use commercially reasonable efforts to make Core available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Core does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for Core for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |

We will apply any Service Credits only against future Core payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide Core is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such a credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

### Core SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Core, or any other Core performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following any best practices that may be described in the Core documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use Core in accordance with the Agreement (collectively, the “Core SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Core that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is an attempt to process a file in Core.
- An “Error” is any Request marked as an internal server error.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage. measurements exclude downtime resulting directly or indirectly from any Core SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.

### Examples 

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you trigger 100 file executions – 90 of which succeed and 10 of which fail – to Core.
- Each of these 864 5-minute intervals are considered to be 90% available (10/100 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99%: ((864 usage minutes _ 0.90 average availability) + (7,776 non-usage minutes _ 100% availability)) / 8,640 = 0.99 monthly availability.
- In this case, Core is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your Core spend for that month&#39;s billing cycle, which will be applied to a future month&#39;s bill.


Core

Core Service Level Agreement


# EDI Core Service Level Agreement

This EDI Core Service Level Agreement (“SLA”) is a policy governing the use of EDI Core (“EDI Core”) and applies separately to each account using EDI Core. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

#### Service Commitment

Stedi will use commercially reasonable efforts to make EDI Core available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event EDI Core does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

#### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for EDI Core for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |

We will apply any Service Credits only against future EDI Core payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide EDI Core is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

#### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

#### EDI Core SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of EDI Core, or any other EDI Core performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practices described in the EDI Core documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use EDI Core in accordance with the Agreement (collectively, the “EDI Core SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

#### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by EDI Core that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is a request to any EDI Core API.
- An “Error” is any Request that  returns a 500 or 503 error code.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any EDI Core SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.

#### Example

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you send 1,000 requests to the EDI Core API - 100 of which fail
- Each of these 864 5-minute intervals are considered to be 90% available (100/1,000 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99% ((864 _ .9)+(7,776 _ 1))/ 8,640 = .99
- In this case, the EDI Core API is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your EDI Core's spend for that month's billing cycle, which will be applied to a future month's bill.


EDI Core

EDI Core Service Level Agreement


# EDI Translate Service Level Agreement

This EDI Translate Service Level Agreement (“SLA”) is a policy governing the use of EDI Translate (“EDI Translate”) and applies separately to each account using EDI Translate. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

#### Service Commitment

Stedi will use commercially reasonable efforts to make EDI Translate available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event EDI Translate does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

#### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for EDI Translate for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |

We will apply any Service Credits only against future EDI Translate payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide EDI Translate is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

#### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

#### EDI Translate SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of EDI Translate, or any other EDI Translate performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practices described in the EDI Translate documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use EDI Translate in accordance with the Agreement (collectively, the “EDI Translate SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

#### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by EDI Translate that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is a request to any EDI Translate API.
- An “Error” is any Request that returns a 500 or 503 error code.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any EDI Translate SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.

#### Example

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you send 1,000 requests to the EDI Translate API - 100 of which fail
- Each of these 864 5-minute intervals are considered to be 90% available (100/1,000 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99% ((864 _ .9)+(7,776 _ 1))/ 8,640 = .99
- In this case, the EDI Translate API is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your EDI Translate's spend for that month's billing cycle, which will be applied to a future month's bill.


EDI Translate

EDI Translate Service Level Agreement


# Functions Service Level Agreement

This Functions Service Level Agreement (“SLA”) is a policy governing the use of Functions (“Functions”) and applies separately to each account using Functions. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](https://www.stedi.com/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

### Service Commitment

Stedi will use commercially reasonable efforts to make Functions available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Functions does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for Functions for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |

We will apply any Service Credits only against future Functions payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide Mappings is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

### Functions SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Functions, or any other Functions performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practices described in the Functions documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use \ in accordance with the Agreement (collectively, the “Functions SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Functions that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is a request to any Functions API.
- An “Error” is any Request that returns a 500 or 503 error code.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Functions SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.

### Example

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you send 1,000 requests to the Functions API - 100 of which fail
- Each of these 864 5-minute intervals are considered to be 90% available (100/1,000 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99%: ((864 usage minutes _ 0.90 average availability) + (7,776 non-usage minutes _ 100% availability)) / 8,640 = 0.99 monthly availability.
- In this case, the Functions API is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your Functions spend for that month&#39;s billing cycle, which will be applied to a future month&#39;s bill.


Functions

Functions Service Level Agreement


# Mappings Service Level Agreement

This Mappings Service Level Agreement (“SLA”) is a policy governing the use of Mappings (“Mappings”) and applies separately to each account using Mappings. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

#### Service Commitment

Stedi will use commercially reasonable efforts to make Mappings available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Mappings does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

#### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for Mappings for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |

We will apply any Service Credits only against future Mappings payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide Mappings is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

#### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

#### Mappings SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Mappings, or any other Mappings performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practices described in the Mappings documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use \ in accordance with the Agreement (collectively, the “Mappings SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

#### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Mappings that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is a request to any Mappings API.
- An “Error” is any Request that  returns a 500 or 503 error code.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Mappings SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.

#### Example

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you send 1,000 requests to the Mappings API - 100 of which fail
- Each of these 864 5-minute intervals are considered to be 90% available (100/1,000 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99% ((864 _ .9)+(7,776 _ 1))/ 8,640 = .99
- In this case, the Mappings API is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your Mappings spend for that month's billing cycle, which will be applied to a future month's bill.


Mappings

Mappings Service Level Agreement


This Public Guides Service Level Agreement (“SLA”) is a policy governing the use of the Stedi Guides “Public Guides” functionality, as defined in the [Service Terms](https://www.stedi.com/docs/legal/service-terms#54-guides), and applies separately to each account using Public Guides. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](https://www.stedi.com/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

### Service Commitment

Stedi will use commercially reasonable efforts to make Public Guides available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Public Guides does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for Public Guides for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:


| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |


We will apply any Service Credits only against future Public Guides payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide Public Guides is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.


### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such a credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

### Public Guides SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Public Guides, or any other Public Guides performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following any best practices that may be described in the Public Guides documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use Public Guides in accordance with the Agreement (collectively, the “Public Guides SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests to the Stedi URLs of the Public Guides that do not fail with Errors. If you or your Guides Page End Users did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is a request to any Public Guides URL published from your Stedi account, or any validation request from EDI Inspector on a Public Guides page published from your Stedi account.
- An “Error” is any Request that returns a 404, 500, or a 503 error code.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage. measurements exclude downtime resulting directly or indirectly from any Public Guides SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.
- A “Guides Page End User” is [defined in the Service Terms](https://www.stedi.com/docs/legal/service-terms#54-guides).

### Examples 

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you and your Guides Page End Users send 100 requests – 90 of which succeed and 10 of which fail – to the Public Guides URLs for the guides.
- Each of these 864 5-minute intervals are considered to be 90% available (10/100 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99%: ((864 usage minutes _ 0.90 average availability) + (7,776 non-usage minutes _ 100% availability)) / 8,640 = 0.99 monthly availability.
- In this case, the Public Guides API is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your Public Guides spend for that month&#39;s billing cycle, which will be applied to a future month&#39;s bill.


Public Guides

Public Guides Service Level Agreement


# SFTP Service Level Agreement

This SFTP Service Level Agreement (“SLA”) is a policy governing the use of SFTP (“SFTP”) and applies separately to each account using SFTP. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](https://www.stedi.com/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

### Service Commitment

Stedi will use commercially reasonable efforts to make SFTP available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event SFTP does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for SFTP for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |

We will apply any Service Credits only against future SFTP payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide SFTP is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

### SFTP SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of SFTP, or any other SFTP performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practices described in the SFTP documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use \ in accordance with the Agreement (collectively, the “SFTP SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by SFTP that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is a request to any SFTP API.
- An “Error” is any Request that returns a 500 or 503 error code.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SFTP SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.

### Example

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you send 1,000 requests to the SFTP API - 100 of which fail
- Each of these 864 5-minute intervals are considered to be 90% available (100/1,000 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99% ((864.9)+(7,776.1))/ 8,640 = .99
- In this case, the SFTP API is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your SFTP spend for that month&#39;s billing cycle, which will be applied to a future month&#39;s bill.


SFTP

SFTP Service Level Agreement


# Stash Service Level Agreement

This Stash Service Level Agreement (“SLA”) is a policy governing the use of Stash (“Stash”) and applies separately to each account using Stash. In the event of a conflict between the terms of this SLA and the terms of the [Stedi Customer Agreement](https://www.stedi.com/docs/legal/customer-agreement) or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

### Service Commitment

Stedi will use commercially reasonable efforts to make Stash available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Stash does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

### Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for Stash for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

| Monthly Uptime Percentage                          | Service Credit Percentage |
| -------------------------------------------------- | ------------------------- |
| Less than 99.9% but greater than or equal to 95.0% | 10%                       |
| Less than 95.0% but greater than or equal to 90.0% | 25%                       |
| Less than 90.0%                                    | 100%                      |

We will apply any Service Credits only against future Stash payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Stedi. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide Mappings is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

### Credit Request and Payment Procedures

To receive Service Credits, you will need to submit a claim by opening a case. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;

(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

### Stash SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Stash, or any other Stash performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practices described in the Stash documentation on the Stedi Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use \ in accordance with the Agreement (collectively, the “Stash SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

### Definitions

- “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Stash that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Request” is a request to any Stash API.
- An “Error” is any Request that returns a 500 or 503 error code.
- “Monthly Uptime Percentage” is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Stash SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for payment.

### Example

- There are 8,640 5-minute intervals in a 30 day month.
- During 864 of the 8,640 5-minute intervals, you send 1,000 requests to the Stash API - 100 of which fail
- Each of these 864 5-minute intervals are considered to be 90% available (100/1,000 = 90%)
- For the rest of the month, you do not experience any issues with the service (and each interval of non-usage is considered to be 100% available)
- Assuming all the other 7,776 5-minute intervals are 100% available, the uptime for the month is 99% ((864.9)+(7,776.1))/ 8,640 = .99
- In this case, the Stash API is in breach of the Monthly Uptime Percentage of 99.9%, and therefore you will be credited 10% of your Stash spend for that month&#39;s billing cycle, which will be applied to a future month&#39;s bill.


Legal