Last Updated: September 2026
This Service Level Agreement (“SLA”) governs Colare’s provision of the Subscription Services to Customer. It is incorporated by reference into the Master Subscription Agreement (“MSA”) between the Parties and is subject to the terms of the applicable Order Form. Capitalized terms not defined here have the meanings set forth in the MSA.
Uptime Commitment. Colare will use commercially reasonable efforts to make the Subscription Services available with a Monthly Uptime Percentage of at least 99.50%, measured on a calendar-month basis.
Monthly Uptime Percentage. Calculated as: (Total minutes in the calendar month − Downtime minutes in that month) ÷ Total minutes in that month, expressed as a percentage. Colare’s internal availability monitoring is the authoritative source of Downtime measurement, subject to good-faith reconciliation with Customer’s records upon written request.
Downtime. “Downtime” means any period during which the Subscription Services are not accessible to Customer as a result of a failure of Colare-controlled infrastructure. Downtime does not include unavailability caused by:
Scheduled Maintenance (defined below);
Emergency Maintenance for security or platform integrity, provided Colare uses commercially reasonable efforts to give prior notice;
Force majeure events, as described in the MSA;
Failures of Third-Party Services, public networks, or telecommunications providers outside Colare’s reasonable control;
Any act or omission of Customer or its Authorized Users, including their misuse or misconfiguration of the Subscription Services or their breach of the MSA; and
Suspension or termination of the Subscription Services in accordance with the MSA.
Standard Window. Colare’s standard maintenance window is Sunday 2:00 AM – 4:00 AM Pacific Time, weekly. Colare will use commercially reasonable efforts to avoid Downtime during this window but reserves the right to perform maintenance as needed.
Notice. Colare will provide at least 48 hours’ advance notice of any planned maintenance expected to result in Downtime, via email to the Customer’s designated point of contact or by posting on Colare’s status page.
Emergency Maintenance. Colare may perform Emergency Maintenance outside the standard window when necessary to preserve security, integrity, or availability of the Subscription Services. Colare will provide notice as soon as reasonably practicable.
Support Hours. Standard support is available Monday through Friday, 9:00 AM – 6:00 PM Pacific Time, excluding U.S. federal holidays. P1 (Critical) incident response is available 24 hours a day, 7 days a week.
Support Channels. Customer may raise an issue via:
Email: support@colare.com
Customer’s dedicated shared Slack channel with Colare (where established)
Colare classifies issues on a three-tier priority scale. Colare will assign priority in good faith based on the criteria below; Customer may request reclassification, which Colare will grant if Colare deems it reasonable.
Notification. Colare will notify Customer in writing, without undue delay after Colare confirms any accidental or unauthorized access, acquisition, use, modification, disclosure, loss, destruction of or damage to Customer Materials, unless prohibited by applicable law. The initial notice will include the information reasonably known by Colare at that time, and Colare will supplement as investigation progresses.
Cooperation. Colare will provide reasonable cooperation with Customer’s incident-handling and review activities, including sharing information about impacted data categories, containment actions, and root cause, subject to Colare’s confidentiality obligations to other customers and any applicable legal or regulatory restrictions.
Eligibility. If the Monthly Uptime Percentage for the Subscription Services falls below 99.50% in a given calendar month, Customer is eligible for a Service Credit as set forth in the table below.
How to Claim. To receive a Service Credit, Customer must submit a written claim to support@colare.com within 30 days of the end of the month in which the failure occurred that includes: (a) the affected month, (b) the dates and approximate times of Downtime, (c) Customer’s calculation of the Monthly Uptime Percentage, and (d) any supporting logs or evidence. Colare will confirm or dispute the claim within 30 days.
Application. Service Credits are applied against the next invoice due to Colare; if no further invoice is due, Colare will refund the credit amount within 60 days from Colare’s confirmation of such claim.
Termination Right. If Colare fails to meet the Monthly Uptime Percentage in three (3) consecutive calendar months or in six (6) calendar months in one (1) calendar year, then Customer may elect to terminate the Agreement and receive a prorated refund of prepaid, unused Fees.
Sole Remedy. The Service Credits and any termination rights under this Section are Customer’s sole and exclusive remedies for any failure of Colare to meet the Monthly Uptime Percentage.
Exclusions. Customer is not eligible for a Service Credit for any month in which Customer is more than 30 days past due on any undisputed amounts owed to Colare, or for downtime excluded under Section 1.
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