Carmen Cloud Service Level Agreement (SLA)
Definitions:
- “Service”: For the purposes of this Service Level Agreement (the “SLA”), the term “Service” refers to the Carmen Cloud solution, which includes both the Carmen Recognition Service (a cloud-based image processing service) and the License Service.
- “Request”: A “Request” is an invocation of a Service function by directly calling the Vehicle API or Transport API, or analyzing an image with Carmen engines that validate usage permissions through the License Service.
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“Error”: An “Error” is defined as any Request that:
- In the case of API calls, results in an error response with a status code of 500 or higher (excluding errors with a 504 status code returned by AWS ApiGateway for requests exceeding the permitted size), or
- In the case of using the Carmen engine, results in an NNC_LOCK error caused by an internal error in the License Service.
- “Availability”: Availability is calculated for each 5-minute interval as the percentage of Requests processed by the Service that do not fail with Errors and pertain solely to the provisioned Service functions. If no Requests are made during a given 5-minute interval, that interval is assumed to have 100% Availability.
- “Monthly Uptime Percentage”: The Monthly Uptime Percentage is calculated as the average Availability across all 5-minute intervals in a monthly billing cycle. The calculation excludes downtime directly or indirectly caused by any SLA Exclusions.
- A “Service Credit”: A “Service Credit” refers to a monetary credit (in dollars or euros), calculated as detailed below, which may be applied to an eligible account.
Service Commitment
Adaptive Recognition Nordic A/S will use commercially reasonable efforts to maintain a Monthly Uptime Percentage of at least 99.95% for the Service during any monthly billing cycle (the “Service Commitment”). If the Service fails to meet this Service Commitment, you may be eligible to receive Service Credits as described below.
Service Credits
Service Credits are calculated as a percentage of the total charges paid for the Service during the monthly billing cycle in which the Monthly Uptime Percentage falls within the ranges specified below:
|
Monthly Uptime Percentage |
Service Credit Percentage |
|
Less than 99.95% but greater than or equal to 99.0% |
10% |
|
Less than 99.0% but greater than or equal to 95.0% |
25% |
|
Less than 95.0% |
100% |
- Service Credits are applied exclusively to future Service payments.
- They do not entitle you to refunds or any other payments from Adaptive Recognition Nordic A/S.
- Credits are issued only if their value for the applicable monthly billing cycle exceeds one dollar ($1 USD).
- Service Credits cannot be transferred or applied to other accounts.
- Unless explicitly stated otherwise in the Agreement, Service Credits constitute the sole and exclusive remedy for unavailability. Recognition/detection accuracy is not part of the present SLA.
Credit Request and Payment Procedures
To receive Service Credits, you must submit a claim through the ATSS Support system. The claim must meet the following criteria:
- The words “SLA Credit Request” in the subject line;
- Specify the billing cycle for which Service Credits are requested, along with:
- The calculated Monthly Uptime Percentage for the cycle.
- Specific dates, times, and Availability metrics for each 5-minute interval with less than 100% Availability.
- Provide supporting logs that document the errors for your claimed outage. This includes:
- Logs of requests sent to the Vehicle API and Transport API (REST APIs), detailing the request structure and corresponding responses (or absence of responses).
- Any client-side logs capturing API interaction details. Ensure any sensitive or confidential information in these logs is redacted or replaced with asterisks.
Claims must be submitted no later than the end of the second billing cycle following the incident. If the Monthly Uptime Percentage in your claim is confirmed to be below the Service Commitment, Service Credits will be issued within one billing cycle after the claim is processed. Failure to provide all required information as specified above will disqualify you from receiving Service Credits.
SLA Exclusions
- The Service Commitment does not apply to any unavailability, suspension, termination, or performance issues caused by: The words “SLA Credit Request” in the subject line;
- Issues or errors on the user side, including but not limited to:
- Security misconfigurations (e.g., improperly managed user roles, insufficiently secured API endpoints).
- Network misconfigurations (e.g., incorrect firewall settings, improper routing of API traffic, or DNS errors).
- Local network outages or Internet connection issues on the client’s side.
- Use of invalid, revoked, or expired API keys.
- Overloaded client-side systems that fail to handle API responses in a timely manner.
- Incorrect API calls or malformed requests that do not conform to the Service documentation.
- Failure to update client applications to align with changes in Service functionality or endpoints.
- Deliberate misuse or overloading of the Service, such as sending excessive or unnecessary requests.
- Any unapproved modifications to the Service integration (e.g., altering API connection settings without consultation).
- Your failure to adhere to Service documentation or guidelines.
- Issues originating from your equipment, software, or technology.
- Suspension or termination of your Service access in accordance with the Agreement (“Terms of Use”).